Hubungan Kualitas Pelayanan Terpadu Satu Pintu (PTSP) Dengan Kepuasan Pelanggan Madrasah Aliyah Negeri Di Kabupaten Malang
Abstract
Ministry of Religion as an effort to achieve good governance and is able to provide
convenience to the community in obtaining services. The quality of PTSP has a significant
relationship with customer satisfaction. PTSP that has good quality can provide good
customer satisfaction values, and vice versa. Quality PTSP can be seen from how the
management system is run and how the supporting factors are for implementing the PTSP
management system in the madrasah environment. Meanwhile, the main principle of
customer satisfaction can be based on the idea that customers are the main priority in the
organization, customers who have used the agency's products repeatedly are the most
important customer category, and customer satisfaction is guaranteed by responding to all
their needs and desires. The objectives of this study are: (1) to describe the level of quality of
PTSP in MAN throughout Malang Regency, (2) to describe the level of customer satisfaction
in MAN throughout Malang Regency, (3) to describe the relationship between PTSP quality
and customer satisfaction in MAN throughout Malang Regency, This study applies a
quantitative approach to the descriptive method with a correlation analysis design, and there
are two variables, namely the quality of PTSP and customer satisfaction. The population in
this study was 1,722 from 3 MAN throughout Malang Regency. The sampling method used in
this study was Proportionate Stratified Random Sampling, so that the number of samples
used in this study was 326 MAN students throughout Malang Regency, Data collection in this
study was carried out in several stages starting from the preparation stage, implementation,
data processing, and reporting stage. The data collection instrument used a google form
questionnaire consisting of 77 statement items. The data that had been collected was then
analyzed using descriptive techniques and correlation analysis using the help of SPSS for
Windows Version 23.
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