RIZKY AFIF SIREGAR, NPM 2201100152 (2026) ANALISIS KUALITAS PELAYANAN DAN CITRA INSTITUSI TERHADAP KEPUASAN MASYARAKAT PADA POLRES LABUHAN BATU (Studi Kasus Pada Unit PPA Polres Labuhanbatu). Skripsi thesis, Universitas Labuhanbatu.
![[img]](http://repository.ulb.ac.id/style/images/fileicons/text.png) |
Text
COVER.pdf Download (889kB) |
|
Text
BAB I.pdf Download (61kB) |
|
Text
BAB II.pdf Download (166kB) |
|
Text
BAB III.pdf Restricted to Registered users only Download (196kB) |
|
Text
BAB IV.pdf Restricted to Registered users only Download (329kB) |
|
Text
BAB V.pdf Download (43kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (95kB) |
|
Text
LAMPIRAN.pdf Download (372kB) |
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan citra institusi terhadap kepuasan masyarakat pada Unit Perlindungan Perempuan dan Anak (PPA) Polres Labuhanbatu. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik pengumpulan data melalui kuesioner. Populasi dalam penelitian ini adalah masyarakat yang pernah menerima pelayanan di Unit PPA Polres Labuhanbatu, dengan jumlah sampel sebanyak 60 responden yang ditentukan menggunakan teknik purposive sampling. Teknik analisis data yang digunakan meliputi uji validitas, uji reliabilitas, uji asumsi klasik, serta analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa secara parsial kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan masyarakat. Citra institusi juga berpengaruh positif dan signifikan terhadap kepuasan masyarakat. Secara simultan, kualitas pelayanan dan citra institusi berpengaruh signifikan terhadap kepuasan masyarakat. Temuan ini menunjukkan bahwa semakin baik kualitas pelayanan dan semakin positif citra institusi, maka tingkat kepuasan masyarakat akan semakin meningkat. Oleh karena itu, Polres Labuhanbatu khususnya Unit PPA diharapkan terus meningkatkan kualitas pelayanan serta menjaga citra institusi guna meningkatkan kepuasan masyarakat. Kata kunci: Kualitas Pelayanan, Citra Institusi, Kepuasan Masyarakat ======================================================================== This study aims to analyze the effect of service quality and institutional image on public satisfaction at the Women and Children Protection Unit (PPA) of Labuhanbatu Police Resort. The research method used is a quantitative approach with data collection techniques through questionnaires. The population in this study consists of people who have received services at the PPA Unit of Labuhanbatu Police Resort, with a sample of 60 respondents selected using purposive sampling technique. The data analysis techniques include validity test, reliability test, classical assumption test, and multiple linear regression analysis. The results of the study show that partially, service quality has a positive and significant effect on public satisfaction. Institutional image also has a positive and significant effect on public satisfaction. Simultaneously, service quality and institutional image have a significant effect on public satisfaction. These findings indicate that better service quality and a more positive institutional image will lead to higher levels of public satisfaction. Therefore, the Labuhanbatu Police Resort, especially the PPA Unit, is expected to continuously improve service quality and maintain a positive institutional image to enhance public satisfaction. Keywords: Service Quality, Institutional Image, Public Satisfaction
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Citra Institusi, Kepuasan Masyarakat==============Service Quality, Institutional Image, Public Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 25 Jun 2026 02:53 |
| Last Modified: | 25 Jun 2026 02:53 |
| URI: | http://repository.ulb.ac.id/id/eprint/2572 |
Actions (login required)
 |
View Item |
