PENGARUH KUALITAS PELAYANAN PUBLIK DAN AKUNTABILITAS TERHADAP KEPUASAN MASYARAKAT DI DESA AENG TONG-TONG

Abstract

This research determines and analyzes the effect of (1) public service quality on public satisfaction, and (2)
accountability on public satisfaction. Furthermore, the research applies quantitatively. The data collection
technique used was purposive sampling. The instrument in the data collection technique was a questionnaire.
The questionnaires were in the form of Google Forms and printed out based on the criteria given. Moreover, the
questionnaires were distributed to the respondents. The respondents were 92 villagers of Desa Aeng Tongtong
with a minimum age of 17. The data measurement scale was a Likert scale of 1-5. Additionally, the data analysis
technique used was descriptive statistics, validity test, reliability test, classical assumption test, multiple linear
regression, and model proper test with SPSS 26. The result concludes that as follows: (1) public service quality
has a positive effect on the public satisfaction at Desa Aeng Tongtong, and (2) accountability has a positive effect
on the public satisfaction at Desa Aeng Tongtong.