Pengaruh Pelayanan dan Kepuasan Masyarakat Terhadap Citra Pemerintah di Kota Denpasar

Tarista Putra

Authors

Tarista Putra Universitas Terbuka

Keywords:

Government Image, Public Satisfaction, Public Services

Abstract

The image of government has become the focus of public attention as society demands faster, clearer, and more accessible services. In Denpasar City, complaints about public service processes and public satisfaction are still common, which affects how citizens assess government performance. This study aims to determine whether public services and public satisfaction influence the image of government partially or simultaneously. This study uses a quantitative method with a survey technique. The research population includes all Denpasar City residents who have used public services, while the sample consists of 100 respondents selected using purposive sampling. Data were collected using a closed-ended Likert scale questionnaire and analyzed using multiple linear regression with the help of SPSS software. The results show that public services have a significant effect on the image of the government, with a t-value of 7.550 and a significance of 0.000. Meanwhile, public satisfaction also shows a significant effect with a t-value of 5.110 and a significance of 0.000. Simultaneously, the influence of both variables was tested using an F-test, which produced a value of 65.512 with a significance of 0.000, as well as an R Square value of 0.778, meaning that 77.8% of the variation in the image of the government can be explained by public services and public satisfaction. These findings reinforce the view that the public believes their experience in receiving services and their satisfaction with them greatly influence their perception of local government. In conclusion, efforts to maintain service quality and increase citizen satisfaction can be one step toward strengthening trust in local government.

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