Analysis of the Influence of Service Quality on Service User Satisfaction at the Department of Investment and One Door Integrated Services in Manado City

Abstract

The purpose of this research to analyze Empathy, Tangible, Reliability, Assurance and Responsiveness Simultaneous effect on people's satisfaction at the Investment Service and One Stop Integrated Service in Manado City. The results of this study are expected to provide benefits, among others: 1.Theoretical Benefits: The results of this study are expected to be used as input for the Manado City Government in an effort to improve the quality of public services for service user satisfaction .2.Practical Benefits: This research is expected to add insight and provide opportunities for authors to apply theories and literature from college in the field of marketing, especially those related to public services and service user satisfaction. Based on the results of the study, it was found that empathy had a positive and significant effect on service user satisfaction. Based on the results of the study, Tangible had a positive and significant effect on service user satisfaction, Reliability has a positive and significant effect on service user satisfaction, Assurance has a positive and significant effect on service user satisfaction, responsiveness has a positive and significant effect on service user
satisfaction.