Pengaruh Kepuasan Masyarakat Terhadap Pelayanan E-KTP Di Kota Serang

Abstract

This study aims to analyze the Effect of Public Satisfaction on E-KTP Services in Serang City. This research uses quantitative methods by using a questionnaire to obtain data and using Smart-PLS software as a tool to conduct validity tests. This research focuses on the people of Serang City. In this study, 40 respondents were obtained as research objects. this research uses a survey data collection approach and simple random sampling technique. Likert scale was used to design the questions. Validity and reliability were assessed, as well as hypothesis and regression testing, with Smart-PLS. Based on the results of the study, this study uses four variables to measure the effect of public satisfaction on E-KTP services, namely Transparency, Accountability, Conditionality, and Participation. There is one of the four variables that has a positive and significant effect on the Effect of Community Satisfaction on E-KTP Services, which means it is accepted. While the other three variables do not have a positive and significant effect on the Effect of Community Satisfaction on E-KTP Services, which means it is rejected.  The small number of respondents, which may not reflect the original status of citizens, and the short duration of the study, are the shortcomings of this study.