THE INFLUENCE OF SERVICE QUALITY, INTERPERSONAL COMMUNICATION AND SERVICE FACILITIES ON PUBLIC SATISFACTION

Abstract

This research aims to analyze the influence of service quality, interpersonal communication, and service facilities on community satisfaction at the Population and Civil Registry Service, East Luwu Regency. This research carries the concept of a quantitative approach. The population and sample used are people who use the services of the Population and Civil Registry Service, East Luwu Regency. Determining the number of samples used the MoE formula to obtain a sample size of 96 samples. Data collection was carried out by distributing questionnaires. Data analysis was carried out using two analytical approaches, namely descriptive statistics and inferential statistics. The research results show a positive and significant influence between service quality and facilities on community satisfaction. Interpersonal communication has a positive but not significant effect on people's satisfaction. Simultaneously, these three variables have a positive and significant effect on community satisfaction. The Population and Civil Registry Service of East Luwu Regency must focus on improving these three factors simultaneously through training, investment in facilities, and feedback systems to improve service experiences and community satisfaction.