Fasilitas dan Pelayanan  sebagai Faktor Determinan Kepuasan Masyarakat: Studi Empiris di Kelurahan Gaharu,Kecamatan Medan Timur Kota Medan: Facilities and Services as Determinants of Public Satisfaction An Empirical Study in Gaharu Sub-regency, East Medan Regency, Medan City

Ahmad Zhaki; teuku syauqi; Umar Hamdan Nasution

doi:10.56196/jta.v15i01.497

Authors

Ahmad Zhaki Fakultas Ekonomi dan Bisnis, Universitas Dharmawangsa Medan
Teuku M Syauqi Universitas Dharmawangsa, Medan
Umar Hamdan Nasution Fakultas Ekonomi dan Bisnis, Universitas Dharmawangsa Medan

DOI:

https://doi.org/10.56196/jta.v15i01.497

Keywords:

Facilities, , Services,, Community Satisfaction, , Human Resources,

Abstract

This study aims to analyze the influence of facilities and employee services on public satisfaction at the Gaharu Sub-district Office in Medan City. A quantitative approach was employed, involving a sample of 100 respondents. Data were analyzed using multiple linear regression methods. The results indicate that both facilities and employee services have a positive and significant impact on public satisfaction. Adequate facilities contribute to increased comfort in receiving public services, while responsive, courteous, and professional employee services also play a key role in enhancing public satisfaction. Based on these findings, it is recommended that the relevant institutions improve the quality of physical infrastructure and technology, and provide continuous training for employees to deliver more effective and efficient public services.

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