Dheva Agustin Adriyan, Boni Saputra

Pengaruh Kualitas Pelayanan dan Komunikasi Interpersonal Terhadap Kepuasan Masyarakat dalam Pelayanan Publik Nagari

Introduction

Pengaruh kualitas pelayanan dan komunikasi interpersonal terhadap kepuasan masyarakat dalam pelayanan publik nagari. Analisis pengaruh kualitas pelayanan & komunikasi interpersonal pada kepuasan masyarakat dalam pelayanan publik Nagari. Studi ini penting untuk legitimasi pemerintah lokal, merekomendasikan pelatihan aparat Nagari.

Abstract

This study analyzes the influence of service quality and interpersonal communication on community satisfaction in the context of public services at the village level. The phenomenon of community satisfaction with public services is a fundamental indicator of the legitimacy of local government. However, the literature cannot integrate technical and relational dimensions in one analytical framework. he study used an associative quantitative approach with an associational design of 305 respondents of the service user community in Nagari Limbanang, Lima Puluh Kota Regency, West Sumatra. Data were collected through a structured questionnaire with a 5-point Likert scale. Data analysis using multiple linear regression with classical assumption testing to ensure model validity. The results showed that service quality positively and significantly affected community satisfaction, as did interpersonal communication. Simultaneously, both variables were able to explain 42.2% of the variability in community satisfaction. The study concluded that a holistic approach that integrates service system improvement with apparatus communication capacity building is optimal for community satisfaction. Practical implications include the need for a comprehensive training policy for nagari officials that emphasizes technical and interpersonal skills in a balanced manner.

Review

This study, "Pengaruh Kualitas Pelayanan dan Komunikasi Interpersonal Terhadap Kepuasan Masyarakat dalam Pelayanan Publik Nagari," addresses a highly relevant and timely topic concerning community satisfaction with public services at the village level. The authors effectively highlight the importance of community satisfaction as a fundamental indicator of local government legitimacy and propose to integrate technical (service quality) and relational (interpersonal communication) dimensions into a single analytical framework, which they argue is a gap in current literature. The findings robustly demonstrate that both service quality and interpersonal communication significantly and positively influence community satisfaction, collectively explaining a notable portion of its variance. This work offers valuable insights into the multi-faceted nature of public service delivery in the Nagari context. Methodologically, the study employs an appropriate associative quantitative approach, utilizing a substantial sample size of 305 respondents from Nagari Limbanang, West Sumatra, which lends credibility to the statistical analysis. The use of a structured questionnaire with a 5-point Likert scale is standard for such studies, and the application of multiple linear regression, coupled with classical assumption testing, ensures the validity and reliability of the statistical model. The clear and significant results provide a solid empirical basis for the authors' conclusions, particularly the emphasis on a holistic approach that balances technical service improvements with communication capacity building for officials. The practical implications, suggesting comprehensive training for nagari officials that emphasizes both technical and interpersonal skills, are well-articulated and actionable. While the study offers valuable contributions, a few points could be considered for further refinement or future research. The assertion that "the literature cannot integrate technical and relational dimensions" could benefit from a more explicit and comprehensive theoretical discussion of existing frameworks that attempt such integration, thereby strengthening the study's theoretical contribution. Furthermore, while the explained variance (R-squared) of 42.2% is respectable, it also indicates that a significant portion of community satisfaction remains unexplained, suggesting other influential factors might be at play (e.g., trust, transparency, perceived fairness, access to information). The generalizability of findings from a single Nagari, albeit with a robust sample, might also be a limitation; future research could expand the geographical scope to enhance external validity. Nonetheless, this study provides a strong and empirically sound foundation for understanding key drivers of public service satisfaction at the grassroots level.

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