The Impact of Policy Implementation and Service Quality on Community Satisfaction: A Study of The Population and Civil Registration Office in Tulang Bawang Barat Regency

Abstract

This study investigates the impact of policy implementation and service quality on community satisfaction with the Population and Civil Registration Office in Tulang Bawang Barat Regency. Using an explanatory research design, the study employed a survey approach with 100 respondents who had recently interacted with the office. The findings reveal that policy implementation accounts for 10.5% of the variance in community satisfaction, indicating a modest yet important role in shaping public approval. In contrast, service quality has a more significant effect, explaining 18.1% of the variance and highlighting its crucial role in determining satisfaction levels. When combined, policy implementation and service quality explain 24.2% of the variance in community satisfaction, underscoring the necessity of addressing both factors to achieve comprehensive improvements. These results suggest that while effective policy implementation is necessary, enhancing service quality is more critical for improving community satisfaction. The study recommends a dual focus on refining policy execution and boosting service quality to better meet community expectations and enhance overall satisfaction.