THE EFFECT OF RESPONSIVENESS, ANSURANCE, EMPHATY QUALITY OF SERVICE ON THE LEVEL OF COMMUNITY SATISFACTION IN THE EDUCATION OFFICE OF PEKANBARU CITY

Abstract

This study was conducted to analyze and obtain evidence that commitment affects the responsiveness, assurance, and empathy of Pekanbaru City Education Office employees on community service satisfaction. The object used in this study is the school operator at the Junior High School (SMP) level as many as 53 people in 2021. The data analysis used in this research is multiple regression analysis. It is hoped that the research can contribute to the Pekanbaru City Education Office. The results of the study explain that there is a positive influence of assurance, empathy, and responsiveness. The results of testing the coefficient of determination obtained the adjusted R square value is 0.858. This explains that community satisfaction is influenced by the three independent variables, namely responsiveness, assurance, and empathy. While the remaining 13.4% is influenced by other variables. The results of the calculation of the t-test of the empathy variable are greater, this explains that empathy is a variable that has a dominant influence on people's satisfaction.

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