Article Details
Pengaruh Kualitas Pelayanan, Kompetensi Petugas dan Kepercayaan terhadap Kepuasan Masyarakat di Puskeswan Kota Palopo
The Influence of Service Quality, Officer Competence and Trust on Community Satisfaction in the Palopo City Animal Health Center Service Guidelines
Main Article Content
Pusat Kesehatan Hewan (Puskeswan) Kota Palopo memberikan pelayanan terhadap kesehatan hewan seluruh warga Kota Palopo dengan memperhatikan penilaian emosional klien. Penelitian ini bertujuan untuk menggali bagaimana pengaruh kualitas pelayanan, kompetensi petugas dan kepercayaan terhadap kepuasan masyarakat. Metode deskriptif dengan pendekatan kuantitatif eksplanatori, sampel penelitian ini adalah masyarakat yang telah berkunjung, sehingga diperoleh jumlah sampel sebanyak 267 orang dengan menggunakan rumus Slovin. Analisis statistik imperensial untuk menguji hipotesis penelitian ini digunakan teknik SEM (Structural Equation Modeling) dengan software Smart-PLS. Teknik analisa SEM digunakan pada penelitian ini dengan alasan: distribusi data tidak normal, berdasarkan literatur kerangka konseptual yang digunakan belum teruji sehingga dilakukan uji kompirmatoris secara teoritis, dan penelitian menggunakan model dengan kategori konseptual yang kompleks. Hasil survei penelitian di Puskeswan Kota Palopo didapatkan bahwa kualifikasi petugas berpengaruh positif dan signifikan terhadap kepuasan masyarakat, kepercayaan berpengaruh positif dan signifikan terhadap kepuasan masyarakat. Kualitas pelayanan perlu ditingkanan terutama daya tanggap (responsibility), jaminan (assurance), empati (empathy) agar meningkatkan kepuasan masyarakat, sehingga meningkatkan komitmen pelanggan dan rekomendasi positif di Puskeswan Kota Palopo, kompetensi petugas lebih ditingkatan terutama pendidikan dan sertifikasi pengetahuan tentang kesejahteraan hewan agar pelanggan semakin meningkat kepercayaannya di Puskeswan Kota Palopo, kepercayaan masyarakat agar diperbaiki terutama fokus pada pelanggan dan memberikan pelayanan secara profesional menciptakan perasaan puas di Puskeswan Kota Palopo.
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Received: 23 Jul 2024; Accepted: 14 Jan 2025; Available Online: 23 Jan 2025;
