Pengaruh Pelayanan Prima terhadap Kepuasan Masyarakat Sejalan dengan Pemberian Penghargaan ISO 9001/2000 pada Dinas Perijinan Kota Malang
Abstract
This study aims to empirically examine the effect of Prime Services with Community Satisfaction award in line with ISO 9001/2000 In Malang licensing office. The data collected from 315 respondents who use the urban poor in the department of licensing services in Malang, while data can be analyzed of 270 respondents using stratified random sampling method sampling. hypotheses were analyzed using multiple regression analysis tool. The results showed that there was a significant relationship and the influence of either partial or jointly provided excellent service licensing agency employees Malang measured with reliability, Responsiveness, Confidence, Assurance, Emphaty, Tangible of community satisfaction with the city of Malang in line given the award of ISO 9001/2000 in Malang Licensing Offices
Moraref