Dimensions of Service Quality in Society Satisfaction: a Study of Village Government in Lumajang Regency

  • Moh. Hudi Setyobakti STIE Widya Gama Lumajang
  • Wahyuning Murniati STIE Widya Gama Lumajang
Keywords: quality of service, satisfaction, village government

Abstract

The Law of Indonesia Number 6/2014, states that one of the objectives of village law is to improve public services for society. Therefore this study analyze the correlation between dimension of service satisfaction and society satisfaction. By using multiple linear regression, this study use 83 respondents, as a sample, is society of Lumajang Regency who use the service of village office. The result indicate that only empathy variables have an effect on society satisfaction significantly. Coefficient of determination in this study is 77.8%, it can be conducted that the Lumajang society only need the empathy of village government in its service. But the village government should not override other dimensions of service quality, because they have a law which organize their work for society.

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Published
2019-08-31