Pengaruh Kualitas Pelayanan Pembuatan Surat Keterangan Tidak Mampu (SKTM) Terhadap Kepuasan Masyarakat Di Kantor Kelurahan Muara Laung I Kecamatan Laung Tuhup Kabupaten Murung Raya

Abstract

This study aims to analyze the influence of service quality in the issuance of Certificate of Indigency (SKTM) on community satisfaction at Muara Laung I Village Office, Laung Tuhup District, Murung Raya Regency. This research employed a quantitative approach with a descriptive associative method. Data were collected through observation, questionnaires, documentation, and literature study. The population consisted of 106 community members who processed SKTM documents during January–December 2024, with 84 respondents selected using the Slovin formula and purposive sampling technique. Data analysis included validity, reliability, classical assumption, simple linear regression, t-test, F-test, and coefficient of determination (R²). The results indicate that service quality has a positive and significant effect on community satisfaction, with a regression coefficient of 0.958 and a significance value of 0.000 (<0.05). The coefficient of determination (R²) was 0.820, showing that service quality explains 82.0% of community satisfaction, while 18.0% is influenced by other factors.

Keywords: Certificate of Indigency (SKTM), Community Satisfaction, Public Service, Service Quality.