Dimensions of Service Quality in Society Satisfaction: a Study of Village Government in Lumajang Regency
Moh. Hudi Setyobakti1, Wahyuning Murniati2 STIE Widya Gama Lumajang
Abstrack
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.
Keywords: quality of service, satisfaction, village government
INTRODUCTION
The village government, is government institutions based in the village, has an authority to carry out governance functions in the village. Among the functions of governance are providing services to the society, considering that government services, especially village government, are obligations that have to be carried out to the society in the form of good service.
The Law of Indonesia Number 6/2014 states that one of the objectives of the law on Villages is to improve public services for village communities. The service referred to here has two dimensions;
(a) services relating to village authority functions based on origin rights as Permendesa Number 1/2015, such as health services, education, and (b) citizenship administration services such as the delivery of birth certificates, ID Card, Family Card, Death Certificate, Preparation of deed of sale and purchase of land regulated by other regulations (Pemerintah Republik Indonesia, 2014)
An understanding of the spectrum of a number of innovations in improving public services in the villages contributes to the achievement of society service standards. Even village administration services contribute to the administration of national population. But in reality the conditions of public services among villages vary, some are already good, but not a few are still concerned. Even the standard of public services in the village is uncertain. The Village Law which emphasizes the principles of recognition and subsidiarity, the Village Government should strive for good service towards village independence. It is this society's demand for service satisfaction that provides interest for researchers to explore more about the quality service dimensions towards society satisfaction
METHOD
This study uses Lumajang Regency society as an object of research. They must fill out a questionnaire of the research. The sample uses a purposive sampling method for selecting data with the following criteria; (1) village society of Lumajang Regency (2) representation of four regions that reflect the characteristics of different villages, namely the North, South, West and East. And (3) Each regional representation will be sampled three villages taken randomly.
The research instrument was tested because it was a questionnaire, namely testing validity and reliability. Furthermore, Analysi of multiple linear regression use the classic assumption test on the process. The next step is to test hypotheses partially and simultaneously for each variable used in this study.
RESULT AND DISCUSSION
The number of respondents who were sampled in this study is 83 people obtained from the results of questionnaires. Respondent have to completes a questionnaire that has been made in such a way according to the variables used in this study. In addition, Permendagri Number 18/2018 is the bases in preparing research questionnaires. This is felt necessary because this regulation is the basis on which the village government uses its duties every day.
The dimensions of service satisfaction in this study consist of tangible, reliability, responsiveness, assurance and empathy as independent variables in this study. Tangible variable is consider important thing in terms of fulfilling public services. All available facilities should be support the service quality so the satisfaction of the people of Lumajang Regency increase. Here, tangible variables have a high level of respondents' approval, 76.333734%. Then for reliability variable shows the quality of the village apparatus in solving problems brought by the society to the village official. Most of the Lumajang Regency society is a person who does not understand about administrative matters related to village government, therefore village officials are needed in the village government services. The level of respondents' agreement about this variable is 72.2578%.
The responsiveness variable is one thing that should be owned by village officials, especially in Lumajang Regency. The responsiveness of the village apparatus to everything that becomes a society problem becomes a solution that can greatly help the society. Level of respondents' approval of this variable is 73.9156%. This is similar to that obtained by the guarantee and empathy variables, where the level of respondents' approval is quite high, 71,646% for assurance variable and 75,456 % for empathy. Here we can conclude that all village government office of Lumajang Regency has good quality for society service reviewed with tangible, reability, responsiveness, assurance and empaty variable.
The results of validity test of the questionnaire, Table 1, in this study indicate that all statement items on each variable r count more than 0.3 with a significant level below 5%, so the questionnaire used to explore the data is valid so that it can dig up data or information required. The results of the questionnaire reliability testing in this study, table 2, indicate that all very reliable variables are shown in Cronbach's Alpha more than 0.8. So all measuring concepts of each variable from the questionnaire used in this study are reliable questionnaires.
Table 1. Validity Test Results
No. Indicator R count Sig.
1. Tangible (X1)
a. A service counter is available
b. The number of service counters is adequate c. Public complaints service counters are available d. A clean and comfortable waiting room is available e. The layout of the office space is neat and clean
f. Office facilities are adequate and can support the performance of village officials
g. There are facilities such as toilets, parking lots and other facilities that make visitors feel comfortable while in the village service office
h. Adequate parking conditions
i. The condition of the village office building is feasible j. There is a hall for society
0,723 0,661 0,724 0,850 0,768 0,770 0,693
0,589 0,670 0,357
0,000 0,000 0,000 0,000 0,000 0,000 0,000
0,000 0,000 0,000 2. Reliability (X2)
a. The office starts service at the specified time
b. Service counters are opened and closed in the provisions of working hours
c. Complaints counters are opened and closed in provisions of working hours
d. The service counter clerk works deftly
e. The complaints counter officer receives societal complaints wisely, carefully and can provide the right solution
f. File management is completed on time
g. The cost of managing the file in accordance with existing provisions
h. The clerk works according to the procedure i. The service provided is optimal
j. The ability of officers to solve society problems is very good
0,751 0,821 0,758
0,836 0,800
0,804 0,663 0,727 0,759 0,725
0,000 0,000 0,000
0,000 0,000
0,000 0,000 0,000 0,000 0,000 3. Responsiveness (X3)
a. Public complaints officers can swiftly serve every complaint given by the society
b. The clerk can carefully explain all the files related to the requirements in terms of village services
c. If there is a lack of requirements, the officer carefully explains the matter clearly and patiently
d. The service of village officials is very friendly e. Every society problem is responded to well f. Village officials can complete each service swiftly
g. Every complaint is always responded to according to existing procedures
h. Village officials are quick to solve existing problems
0,822 0,835 0,823
0,871 0,826 0,827 0,829 0,871
0,000 0,000 0,000
0,000 0,000 0,000 0,000
0,000 4 Assurance (X4)
a. There is a guarantee that every complaint will be responded to properly with the procedure
b. Every public interest is guaranteed to be resolved properly and correctly
c. The society feels that every problem can be resolved properly d. There is clarity regarding the process of solving society problems e. There is a guarantee for the completion of files from village
0,844 0,886
0,889 0,860 0,863
0,000 0,000
0,000 0,000 0,000
officials
f. The services provided always promise certain things 0,799 0,000 5 Empathy (X5)
a. Village officials receive public complaints patiently b. The village apparatus accepts the society kindly
c. Village officials try to work wholeheartedly so that every society need can be completed on time
d. The village apparatus is trying so that every public complaint can be resolved properly and correctly
e. The village apparatus provides advice regarding each society problem patiently in correct procedure
f. Village tools help each file management patiently g. Village officials receive complaints with patience
0,886 0,882 0,913 0,883 0,852
0,900 0,900
0,000 0,000 0,000 0,000 0,000
0,000 0,000 6 Society Satisfaction (Y)
a. The society is satisfied with the service at the Village Office b. The society considers that each arrangement can be resolved well
and in a fast time
c. Communities are always responded to if they have complaints regarding matters involving the village
d. Friendly and patient service of the village apparatus makes the society more comfortable
e. The society is not reluctant to report any problems related to the village
f. Satisfaction in each file management makes the society believe in the performance of the village apparatus
g. A clean and tidy office environment makes people comfortable doing their activities in the village
0,827 0,858 0,859 0,845 0,812 0,828 0,650
0,000 0,000 0,000 0,000 0,000 0,000 0,000
Table 2. Reliability Test Results
No. Variable Cronbach’s Alpha
1. Tangible (X1) 0,868
2. Reliability (X2) 0,920
3. Responsiveness (X3) 0,939
4. Assurance (X4) 0,927
5. Empathy (X5) 0,955
6. Society Satisfaction (Y) 0,914
The best regression model must be free from problems with deviations from classic assumptions or basic assumptions. The following are the results of testing of classical assumptions of regression model. Normality testing is performed on residual regression. Testing is done using the P-Plot graph, figure 1. Data that is normally distributed is data that forms points that spread not far from the diagonal line, if the values of data distribution are located around a diagonal straight line, the normality requirements are met. (Singgih Santoso, 2012: 361). The results of testing the normality of the data indicate that there is a dot pattern in the diagonal line, Figure 1. However, to ascertain the normality of the data testing, the Kolmigorov-Smirnov test was conducted. With this test will be obtained definite conclusions related to the distribution of data by looking at the value of Asymp.
Sig. (2-tailed) on the simulation output. In this study, the value of Asymp. Sig. (2-tailed) of 0.097 more than α = 5%. Then residual of model is normally distributed. The next test is for multicollinearity. A variable showing the symptoms of multicollinearity with the value of VIF (Variance Inflation Factor) in the independent variables of a regression model. VIF more than 10 indicate symptoms of multicollinearity in the regression model. So for a data is free from multicollinearity if the VIF value is below 10. As for tolerance it must be more than 0,1.
Table 3. Multicollinearity Test Result Variabel Tollerance VIF
Tangible (X1) 0,385 2,598
Reliability (X2) 0,196 5,104 Responsiveness (X3) 0,121 8,241
Assurance (X4) 0,179 5,584
Empathy (X5) 0,204 4,896
Table 4. Glejser Test Result
Variabel Sig
Tangible (X1) 0,299
Reliability (X2) 0,145 Responsiveness (X3) 0,083 Assurance (X4) 0,160
Empathy (X5) 0,437
The test results show that all variables used as predictors of the regression model show VIF values less than10 and tolerance values more than 0.1. This shows that the classical assumptions related to the multicollinearity test are fulfilled for all the independent variables in this study. Then we have to test about the heteroscedasticity of data. Heteroscedasticity testing is done using Scatter Plots. If there are no significant variables, so there is no problem of heteroscedasticity. The test results are given in Figure 2. The results of testing using plots sometimes produce inaccurate conclusions.
Therefore a free test was carried out on this research data. Table 4 is the result of Sig. for the glejser test. From the table describe that the Sig. each variable has value more than α = 5%, therefore it is concluded that each variable is free from heteroscedatisity.
For hypothesis test, we have to use partial, T test, and simultaneous test, F test. The purpose of t test is to test hypotheses partially or individually for each variable through model testing. Where four independent variables have the Sig. more than α = 5%, which means that the fourth independent variable in this study, does not influence to the dependent variable significantly. But different from the independent variable in the form of empathy X5 where the value of Sig. less than α = 5% which states that there is influence to the dependent variable significantly. The following conclusions obtained from this test, among others;
1. Tangible variable (X1) does not influence to dependent variable significantly 2. Reliability variable (X2) does not influence to dependent variable significantly 3. Variable responsiveness (X3) does not influence to dependent variable significantly) 4. Guarantee variable (X4) does not influence to dependent variable significantly 5. Empathy variable (X5) influence the dependent variable significantly
Then for f test, the results obtained sig (0,000) less than α (0,05), so there are simultaneous effects between the independent variable and the dependent variable, where tangible variables (X1), reliability (X2), responsive data (X3), collateral ( X4) and empathy (X5) simultaneously influence the variable society satisfaction (Y). Coefficient of determination or R2 is 0.778. This means that 77.8%
of the satisfaction variable of the Lumajang regency soecity can be explained by tangible, reliability, responsiveness, assurance and empathy variable. While the remaining 22.2% is influenced by other variables.
INTERPRETATION OF THE TEST RESULT
Tangible is consider important in terms of fulfilling public services. All available facilities have to support the service quality so that it can increase the satisfaction of Lumajang Regency society. The results of the analysis show that the independent variables in the form of physical effects have no effect on dependent variable in the form of society satisfaction significantly. This shows that the tangible of the building is not one of the things that can satisfy the people of Lumajang Regency regarding the services of village government. But whether this should be ruled out. The answer is of course not, because like what was previously discussed, the provisions of the physical form of the village government office have been regulated by Permendagri No. 18/2018. Therefore, it is an obligation of the government of village to provide all facilities related to physical forms such as service counters, toilets and all facilities that support service performance and fulfill society needs.
The reliability variable shows the quality of the village apparatus in solving problems brought by the society to the village office. Most of the Lumajang Regency society is a person who does not understand about administrative matters related to village government, therefore village officials are needed in the service of village administration. But analysis result show that the reliability variable has no significant effect on dependent variable, society satisfaction. Therefore the people of Lumajang Regency do not prioritize the reliability of work devices to get satisfaction in service. But it is a work guide if it leads to reliability, where work equipment should always improve the quality of its work to serve the society.
The responsiveness variable is one thing that should be owned by village officials, especially in Lumjang Regency. This is because most Lumajang people are people who lack understanding regarding bureaucracy. The responsiveness of the village apparatus to everything that becomes a society problem becomes a solution that can greatly help the society. The analysis result show that society satisfaction is not significantly affected by the reliability variables of village apparatus.
However, this cannot remove the obligation of village government to be responsive in society service.
Assurance is a sense where the society feels safe or secure for every problem they bring to the village government office. This can be felt if the village apparatus can solve the problem of the society properly. The analysis result state that the people of Lumajang Regency do not really need this. It is known that the guarantee variable has no an effect on dependent variable significantly, namely public satisfaction. The empathy variable is the only independent variable that has a significant effect on the variable of society satisfaction. So the people of Lumajang Regency will be satisfied when the village government empathizes with their problems. However, that does not mean that all independent variables in this study do not have to be fulfilled by village government.
As per Permendagri No. 18/2018, it has been discussed regarding everything that the village government must fulfill. Therefore, by adhering to these rules, the village government must continue to improve quality for better society service. Not only that, based on a simultaneous test is explained that these five variables of quality service dimension affect society satisfaction of Lumajang Regency, which means that the sixth hypothesis is accepted or proven correct.
CONCLUSION
Based on results of the research and discussion described above, the conclusions is only the empathy variables partially have a significant effect. While all variable of quality service dimension have an effect simultaneously on society satisfaction in Lumajang Regency. This shows that Lumajang society expects empathy from the village apparatus for each service performed. But even
though the variable of empathy is important according to the public, all independent variables must still be considered by village officials in society service.
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