Pengaruh Kualitas Pelayanan Publik dan Zona Integritas berpredikat WBBM terhadap Kepuasan Pengguna PTSP Kanwil Kemenag Bali
Authors
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Meutia Amalina
Program Studi Magister Administrasi Publik, Universitas Terbuka, Indonesia
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Purwanto Purwanto
Fakultas Bisnis, Universitas Presiden, IndonesiaFakultas Bisnis, Universitas Presiden, Indonesia
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Siti Aisyah
Program Studi Magister Administrasi Publik, Universitas Terbuka, Indonesia
DOI:
https://doi.org/10.36312/rsgpzd91Keywords:
kualitas pelayanan, zona integritas, WBBM, kepuasan penggunaAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan publik dalam kerangka Zona Integritas berpredikat Wilayah Birokrasi Bersih dan Melayani (WBBM) terhadap kepuasan pengguna layanan pada Pelayanan Terpadu Satu Pintu (PTSP) Kantor Wilayah Kementerian Agama Provinsi Bali. Pendekatan yang digunakan adalah kuantitatif dengan desain asosiatif. Data dikumpulkan melalui penyebaran kuesioner kepada 255 responden yang merupakan pengguna layanan PTSP dengan teknik purposive sampling. Variabel penelitian terdiri dari dimensi kualitas pelayanan berdasarkan model SERVQUAL, yaitu Tangible, reliability, responsiveness, assurance, dan Empathy sebagai variabel independen, serta kepuasan pengguna layanan sebagai variabel dependen. Analisis data dilakukan menggunakan regresi linear berganda dengan bantuan SPSS. Hasil penelitian menunjukkan bahwa secara parsial seluruh dimensi kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pengguna layanan. Secara simultan, kelima dimensi tersebut juga berpengaruh positif dan sangat signifikan dengan kontribusi sebesar 93,6% dalam menjelaskan variasi kepuasan pengguna layanan. Temuan ini menunjukkan bahwa implementasi Zona Integritas berpredikat WBBM telah berhasil meningkatkan kualitas pelayanan publik secara menyeluruh, sehingga mampu menciptakan pelayanan yang profesional, responsif, terpercaya, dan berorientasi pada masyarakat. Penelitian ini memberikan implikasi bahwa penguatan kualitas pelayanan secara berkelanjutan menjadi kunci dalam menjaga kepuasan pengguna serta keberhasilan reformasi birokrasi berbasis pelayanan publik.
This study aims to analyze the effect of public service quality within the Integrity Zone framework with the predicate of Corruption-Free and Clean Serving Bureaucracy (WBBM) on user satisfaction at the One-Stop Integrated Service (PTSP) of the Regional Office of the Ministry of Religious Affairs of Bali Province. This research employs a quantitative approach with an associative design. Data were collected through questionnaires distributed to 255 respondents who are service users, using purposive sampling technique. The independent variables consist of service quality dimensions based on the SERVQUAL model, namely Tangible, reliability, responsiveness, assurance, and empathy, while the dependent variable is user satisfaction. Data analysis was conducted using multiple linear regression with SPSS. The results show that partially all service quality dimensions have a positive and significant effect on user satisfaction. Simultaneously, the five dimensions also have a positive and highly significant effect, contributing 93.6% in explaining the variation of user satisfaction. These findings indicate that the implementation of the WBBM Integrity Zone has successfully improved public service quality comprehensively, resulting in professional, responsive, reliable, and user-oriented services. This study implies that continuous improvement of service quality is essential to maintain user satisfaction and support the sustainability of bureaucratic reform based on public service excellence.
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Copyright (c) 2026 Meutia Amalina, Purwanto Purwanto, Siti Aisyah
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