ANALYSIS THE INFLUENCE OF DOCUMENT SERVICE QUALITY, FACILITY, AND THE USE OF ACCEPTANCE ONLINE MODULE TECHNOLOGY TOWARD SERVICE USER SATISFACTION (CASE STUDY AT KPPBC TMP-A SEMARANG)

Abstract

This research aims to analyze the influence of document service quality, facility, and the use of acceptance online module technology toward service user satisfaction (case study at KPPBC TMP-A Semarang). The technique of analysis used in this research was multiple linier regression analysis. The population was the customer who ever used service at KPPBC TMP-A Semarang. Census sampling had been applied as the sample technique and the sample are 48 respondents. The results of t-test showed that document service quality, facility, and the use of acceptance online module technology partially got positive significant influence toward service user satisfaction at KPPBC TMP-A Semarang. Based on the result of F-test document service quality, facility, and the use of acceptance online module technology simultaneously got significant influence toward service user satisfaction at KPPBC TMP-A Semarang. Based on the adjusted R2, 75.1% influence in the service user satisfaction at KPPBC TMP-A Semarang could be explained by document service quality, facility, and the use of acceptance online module technology, while the rest of 24.9% was explained by the other variables outside the model.