Maulani, Natha Argacia (2025) HUBUNGAN KUALITAS PELAYANAN DAN PENANGANAN ADUAN TERHADAP KEPUASAN MASYARAKAT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA SEMARANG. Undergraduate thesis, UNIVERSITAS DIPONEGORO.

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Abstract

Public satisfaction with government services reflects the overall performance of public institutions in delivering effective, transparent, and accountable services. In the realm of civil registration and population administration, service quality and complaint handling are two critical factors that influence public perception and trust. This study examines the relationship between service quality and complaint handling on community satisfaction at the Department of Population and Civil Registration (Disdukcapil) of Semarang City. A quantitative approach was employed, using a survey method to gather data from service users. The results reveal a significant and positive correlation between both service quality and complaint handling with the level of public satisfaction. These findings highlight the urgency of strengthening public service performance through improved staff competency and responsive, well-integrated complaint management systems. Ultimately, enhancing service quality contributes not only to greater public satisfaction but also to increased trust in local government institutions.
Keywords: Service Quality, Complaint Handling, Public Satisfaction, Public Service, Disdukcapil

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