Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Barito Kuala

This study aims to analyze the effect of service quality on community satisfaction at the Investment and One-Stop Integrated Service Office of Barito Kuala Regency. Using a descriptive quantitative approach with 50 respondents, data were analyzed through multiple linear regression with SPSS 23. The results indicate that service quality dimensions - responsiveness (X1), assurance (X2), tangible (X3), empathy (X4), and reliability (X5) - collectively have a significant effect on community satisfaction (Y). Partial testing revealed that responsiveness, assurance, tangible, and reliability significantly influence satisfaction, while empathy showed no significant effect. Among all variables, reliability (X5) emerged as the most dominant factor affecting community satisfaction. These findings highlight the critical importance of enhancing service reliability as a primary strategy to improve public satisfaction with government services. ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan masyarakat di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Barito Kuala. Dengan pendekatan kuantitatif deskriptif, penelitian menggunakan sampel 50 responden dan dianalisis melalui regresi linier berganda dengan SPSS 23. Hasil penelitian menunjukkan bahwa kualitas pelayanan yang meliputi responsiveness (X1), assurance (X2), tangible (X3), empathy (X4), dan reliability (X5) berpengaruh signifikan secara simultan terhadap kepuasan masyarakat (Y). Secara parsial, responsiveness, assurance, tangible, dan reliability berpengaruh positif dan signifikan, sementara empathy tidak signifikan. Di antara semua variabel, reliability (X5) terbukti paling dominan mempengaruhi kepuasan masyarakat. Temuan ini menegaskan pentingnya meningkatkan keandalan pelayanan sebagai prioritas utama untuk meningkatkan kepuasan masyarakat.