Pengaruh Kualitas Komunikasi Pada Pelayanan Terhadap Kepuasaan Masyarakat Di Kantor Urusan Agama (KUA) Kecamatan Tiroang Kabupaten Pinrang

Abstract

This study aims to analyze the effect of communication quality in public service on community satisfaction at the Office of Religious Affairs (Kantor Urusan Agama/KUA) of Tiroang District, Pinrang Regency. The study was motivated by the importance of communication quality in public services as a factor influencing community satisfaction, despite the existence of several service-related challenges experienced by service users. This research employed a quantitative approach with a survey design. The population consisted of 24,978 community members who had received services from the KUA of Tiroang District, while the sample comprised 100 respondents selected using the Slovin formula and a stratified random sampling technique. Data were collected through a Likert-scale questionnaire and analyzed using descriptive statistics, simple linear regression, the coefficient of determination, and the t-test. The results indicate that communication quality in public service has a positive and significant effect on community satisfaction, with a t-value of 4.151, which is higher than the t-table value of 1.984, a significance value of 0.000 (<0.05), and an R Square value of 0.235, indicating that communication quality contributes 23.5% to community satisfaction. The study concludes that the better the quality of communication demonstrated by service officers, the higher the level of community satisfaction. Therefore, improving communication quality should become a primary priority in enhancing the quality of public services at the Office of Religious Affairs (KUA) of Tiroang District, Pinrang Regency.

Keywords: Communication Quality, Public Service, Community Satisfaction