ANALISIS KUALITAS PELAYANAN TERHADAP PERSEPSI PELANGGAN PADA BADAN PERTANAHAN NASIONAL KABUPATEN DELI SERDANG

Abstract

Electability of an agency in the customer's mind can be known through the quality or quality of services provided to customers who have met customer expectations or not. In service quality there are aspects that underlie the assessment of services, namely reliability, responsiveness, empathy, guarantee, and physical evidence.
Service quality can be determined by comparing consumers' perceptions of the service they receive with the service they actually expect of the service attributes of a company. If the service received is as expected, the service quality is perceived to be good and satisfying, if the service received exceeds consumer expectations, the service quality is perceived to be very good and quality.
Respondents in this study were customers of the Deli Serdang District National Land Agency. Based on the results of data collection using a questionnaire it was found that customers gave quite positive responses in the implementation of this study. All validity, reliability and classical assumption tests meet the requirements, so the data can be used as a measurement tool.
Based on the results of a simple linear regression analysis obtained by the regression equation, namely Y = 13,711 + 0.565X + e. From this equation it can be interpreted that the Quality of Service can continue to be improved, it will be able to increase Customer Perception. Based on partial hypothesis testing shows that Service Quality has a positive and significant effect on Customer Perception. The results of the determination coefficient test using R-Square obtained the results that the contribution of Service Quality in influencing Customer Perception of 49.3%.