Pengaruh Kualitas Pelayanan Dan Transparansi Terhadap Kepuasan Masyarakat Di Dinas Kependudukan Dan Pencatatan Sipil Kota Sorong

Abstract

This study aims to determine and analyze the influence of service quality and transparency on public satisfaction at the Sorong City Population and Civil Registration Office (Disdukcapil). Frequent public service issues, such as long queues, service delays, and a lack of information transparency, underlie the importance of this study. The research method used was quantitative with an associative approach. The sample size was 100 respondents from the public who had received population administration services. Data were obtained through a questionnaire with a five-point Likert scale and analyzed using multiple linear regression with SPSS version 25. The results showed that service quality had a significant negative effect on public satisfaction (t-test -2.408 > t-table 1.984; sig. 0.018 < 0.05), while transparency had a significant positive effect (t-test 7.742 > t-table 1.984; sig. 0.000 < 0.05). Simultaneously, service quality and transparency significantly influenced public satisfaction (F-test 34.195 > F-table 2.70; sig. 0.000 < 0.05). These results confirm that high-quality and transparent public services can increase public trust and satisfaction with government institutions.