Pengaruh kualitas pelayanan publik dan service recovery terhadap kepuasan masyarakat pada Mal Pelayanan Publik (MPP) Kota Bandung

Mulyaqin, Annisa Kayla Hakim (2026) Pengaruh kualitas pelayanan publik dan service recovery terhadap kepuasan masyarakat pada Mal Pelayanan Publik (MPP) Kota Bandung. Sarjana thesis, UIN Sunan Gunung Djati Bandung.

Preview	Text Cover (2).pdf Download (30kB) | Preview
Preview	Text Abstract.pdf Download (24kB) | Preview
Preview	Text Keterangan Bebas Plagiarism (2).pdf Download (52kB) | Preview
Preview	Text Daftar Isi (3).pdf Download (66kB) | Preview
Preview	Text Bab 1 (2).pdf Download (587kB) | Preview
	Text Bab 2 (2).pdf Restricted to Registered users only Download (276kB) | Request a copy
	Text Bab 3 (2).pdf Restricted to Registered users only Download (394kB) | Request a copy
	Text Bab 4 (2).pdf Restricted to Registered users only Download (366kB) | Request a copy
	Text Bab 5 (2).pdf Restricted to Registered users only Download (33kB) | Request a copy
	Text Daftar Pustaka (3).pdf Restricted to Registered users only Download (157kB) | Request a copy
	Text Lampiran (2).pdf Restricted to Repository staff only Download (2MB) | Request a copy

Abstract

This study was motivated by the importance of public service quality and service recovery in improving public satisfaction. This study aimed to analyze the effect of public service quality and service recovery, both partially and simultaneously, on public satisfaction at the Bandung Public Service Mall (MPP). This study used a quantitative approach with a survey method. The sample consisted of 100 MPP service users selected using non-probability sampling with an accidental sampling technique. Data were collected using a four-point Likert scale questionnaire and analyzed using SPSS through validity testing, reliability testing, multiple linear regression, t-test, F-test, and coefficient of determination.The results showed that public service quality and service recovery had a positive and significant effect on public satisfaction. Public service quality obtained a t-value of 2.669 with a significance value of 0.009, while service recovery obtained a t-value of 4.001 with a significance value of <0.001. The simultaneous test showed an F-value of 75.838 with a significance value of <0.001. The R Square value of 0.610 indicated that public service quality and service recovery explained 61% of the variation in public satisfaction. This study concludes that improving public satisfaction requires better service quality and stronger service recovery mechanisms. Keywords: public service quality, service recovery, public satisfaction, Public Service Mall, public services.

Actions (login required)

View Item