The Influence of Facilities and Service Quality on Public Satisfaction at the East Binjai District Office

Siti Aisyah Nasution; Elida Elfi Barus

Authors

Siti Aisyah Nasution Institut Syekh Abdul Halim Hasan Binjai, Indonesia
Elida Elfi Barus Institut Syekh Abdul Halim Hasan Binjai, Indonesia

Keywords:

Facilities, Service Quality, Community Satisfaction

Abstract

Excellent public service is a key indicator of regional government performance in supporting community welfare and facilitating public needs. The East Binjai Sub-district Office, as the frontline of administrative services at the sub-district level, often faces complaints related to inadequate facilities and suboptimal service quality, which affects the level of community satisfaction. This study aims to analyze the influence of facilities and service quality on community satisfaction at the East Binjai Sub-district Office using a quantitative method with an explanatory survey approach. Data were collected through questionnaires distributed to 30 respondents selected using simple random sampling from the community receiving services. The independent variables in this study are service facilities (X1), including waiting rooms, parking areas, air conditioning, toilets, and queuing systems, and service quality (X2), including responsibility, assurance, empathy, and responsiveness, while the dependent variable is community satisfaction (Y), measured through overall satisfaction, loyalty, and willingness to recommend. Data analysis was conducted using multiple linear regression, t-tests, F-tests, coefficient of determination (R²), and Pearson correlation with SPSS version 26. The results indicated that 72% of respondents expressed satisfaction with the services provided. Facilities (r = 0.645; t = 6.23; p = 0.000) have a significant effect on community satisfaction, contributing 41.6%, while service quality (r = 0.782; t = 9.45; p = 0.000) has a more dominant influence, contributing 61.2%. Simultaneously, both variables (X1 and However, several facility-related aspects were identified as weak, including limited parking space (65%), unclean toilets (58%), and long queues (52%). In conclusion, service quality has a more dominant influence on community satisfaction compared to physical facilities, with the regression model formulated as Ŷ = 12.45 + 0.32X1 + 0.51X2. Based on these findings, it is recommended to optimize the Online Single Submission (OSS) system, enhance civil servant soft skills through training, improve parking and sanitation facilities, and implement QR code-based digital queue systems to increase service efficiency.

References

Al Habibbullah, M. R., Waqqosh, A., & Fadillah, T. D. (2024). Analysis of the implementation of waqf accounting at the waqf institution Darul Wakaf Al-Hady Foundation.

Barus, E. E., & Hsb, A. P. (2025). Analysis of the level of customer satisfaction with Trans Binjai transportation services. Journal of Management Science, 6(1). https://www.pasca-umi.ac.id/index.php/jms/article/download/2041/2377

Erlangga, D. (2025). Inovasi dan efektivitas manajemen pelayanan publik dalam mewujudkan pemerintahan yang responsif dan berorientasi pada kepuasan masyarakat. Integrative Perspectives of Social and Science Journal (IPSSJ), 2(5), 7849.

Firdayetti, F., & Rahma, S. K. (2025). Kinerja dan profesionalisme pegawai sebagai kunci kepuasan nasabah Bank Syariah Indonesia. Bukhori: Kajian Ekonomi dan Keuangan Islam, 4(2), 112. https://doi.org/10.35912/bukhori.v4i2.4076

Hidayat, R., & Sari, M. (2022). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada instansi pemerintahan. Jurnal Administrasi Publik Indonesia, 6(1), 45–56.

Kurniawan, A. (2021). Manajemen pelayanan publik berbasis kepuasan masyarakat. Jurnal Ilmu Administrasi, 18(2), 120–130.

Mulyono. (2020). Pengaruh service performance terhadap kepuasan konsumen dan implikasinya terhadap loyalitas pelanggan. Jurnal Administrasi Bisnis, 5(1), 1–10.

Nugroho, S., & Prasetyo, B. (2023). Analisis kepuasan masyarakat terhadap pelayanan publik berbasis digital. Jurnal Teknologi dan Manajemen, 7(2), 88–99.

Pratama, D. A., & Lestari, R. (2024). Evaluasi kualitas pelayanan publik menggunakan metode SERVQUAL. Jurnal Manajemen Pelayanan, 9(1), 33–44.

Putri, N. A., & Wibowo, H. (2021). Pengaruh fasilitas pelayanan terhadap kepuasan pengguna layanan publik. Jurnal Ekonomi dan Bisnis, 14(3), 200–210.

Safira, A. P., Desya, A., Zanedfi, C., Rajagukguk, P. V., Shakira, M., Maulida, I., & Zuraidah, E. (2023). Analisa kepuasan dan kualitas pelayanan pelanggan pada pemesanan makanan menggunakan metode SERVQUAL. Terapan Informatika Nusantara, 4(6), 322. https://doi.org/10.47065/tin.v4i6.4612

Sakir, A. R. (2024). Penerapan model SERVQUAL (service quality) dalam pelayanan publik: Studi kasus Kantor Camat Lappariaja Kabupaten Bone. Jurnal Darma Agung, 32(2), 847.

Sartika Mariani, D., & Waqqosh, A. (2025). Analysis of the financial statements of the Binjai City Pamong Praja Police Unit Cooperative 2023. Journal of Management Science, 6(1).

Sinollah, & Masruro. (2020). Pengaruh kualitas pelayanan dalam membentuk kepuasan pelanggan sehingga tercipta loyalitas pelanggan. Jurnal Dialektika, 5(1), 45–55.

Siregar, M., & Harahap, R. (2022). Implementasi pelayanan publik berbasis digital di Indonesia. Jurnal Governance, 3(2), 67–78.

Utami, F. D., & Rahman, A. (2023). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada kantor kecamatan. Jurnal Ilmu Sosial dan Politik, 11(1), 55–66.

Wahyuni, S., & Putra, I. G. (2024). Analisis faktor-faktor yang mempengaruhi kepuasan masyarakat terhadap pelayanan publik. Jurnal Manajemen Publik, 8(2), 101–115.

Yulianingsih, T. I. (2021). Pengaruh kualitas pelayanan berdasarkan dimensi SERVQUAL terhadap kepuasan pelanggan. Jurnal Manajemen dan Bisnis, 12(1), 10.