Analysis of the Influence of Service Quality on Public Satisfaction Among Users of Public Service Innovations in Penukal Abab Lematang Ilir Regency Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat Pengguna Inovasi Pelayanan Publik di Kabupaten Penukal Abab Lematang Ilir

Abstract

This study aims to analyze the influence of service quality on public satisfaction among users of public service innovations in Penukal Abab Lematang Ilir Regency. Service quality is measured using the five SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The study applies a quantitative associative approach with multiple linear regression analysis based on survey data from 50 public service innovations assessed by the public in 2023. The results show that Reliability, Responsiveness, and Empathy have a positive and significant effect on public satisfaction. Meanwhile, Tangibles and Assurance do not have a statistically significant partial effect. However, all five variables simultaneously have a significant impact, explaining 98.7% of the variation in public satisfaction. These findings confirm that reliable, responsive, and empathetic public services are key factors in enhancing user satisfaction with service innovations at the regional level.