Analisis Kualitas Pelayanan terhadap Kepuasan Pengguna Data pada Perpustakaan Badan Pusat Statistik Kota Surakarta

Abstract

The purpose of this research is to know the influence of service quality which consist of Tangible, Reliability, Responsiveness, Assurance and Empathy to the satisfaction of data users at Library of Central Statistic Agency of Surakarta. both partially and simultaneously. The methodology of research, this is a quantitative descriptive study, by taking the population of all users of data in the library BPS Surakarta, which amount is not infinitely with a sample of a number of 100 people. Methods of data collection in this study include using questionnaires as a tool to obtain data on the influence of service quality impact on user satisfaction data both partially and simultaneously. Data analysis techniques used include test instrument research, multiple linear regression test, F test and t test using SPSS 23.0 for Windows. The result of this research shows that simultaneously tangible, reliability, responsiveness, assurance, emphaty have positive and significant influence to satisfaction proved by F test value equal to 22,102. While for t test of tangible variable equal to 2,736; variable reliability 2.207; variable responsiveness gives result 2,039; on the assurance variable 2.73; and for emphaty variable gives result 2,980, so it can be concluded that both simultaneously and partially independent variable (Tangible, Reliability, Responsiveness, Assurance, Emphaty) give postive and significant influence to to data user satisfaction of Surakarta BPS data.The result of multiple linear regression gives result Y = 13,488 + 0,393x1 + 0,336x2 + 0,630x3 + 0,978x4 + 0,967x5, which mean five service quality variable give positive influence.