THE IMPACT OF ADMINISTRATIVE SERVICES QUALITY ON PUBLIC SATISFACTION: A CASE STUDY AT THE POPULATION AND CIVIL REGISTRATION OFFICE OF LUWU TIMUR REGENCY

Abstract

Serving the public is the primary duty of the government. One of the government services is the issuance of population administration documents to achieve orderly population administration and ensure the continuous provision of national population data. The government is responsible for providing accurate and up-to-date population data. In this study, the researcher aims to examine the impact of the quality of population administration document services on public satisfaction at the Population and Civil Registration Office of Luwu Timur Regency. The objective of this research is to determine how the quality of population administration document services affects public satisfaction in the Population and Civil Registration Office of Luwu Timur Regency. This study employs a quantitative method to assess the influence of service quality variables (X) on public satisfaction (Y). The results show that four out of the five independent variables—Tangible, Responsiveness, Assurance, and Empathy—have a positive and significant effect on public satisfaction, while the Reliability variable does not have a significant effect on public satisfaction. However, overall, these five independent variables collectively influence public satisfaction.