THE EFFECT OF SERVICE QUALITY ON PUBLIC SATISFACTION IN CAPITAL INVESTMENT SERVICES AND INTEGRATED ONE DOOR SERVICES MALUKU TENGGARA BARAT DISTRICT

This research was conducted to examine the effect of Service Quality (Reliability, Responsiveness, Assurance, Empathy, and Tangible) on Public Satisfaction on licensing services from the Dinas Penanaman Modal dan Pelayanan Pelayanan Terpadu Satu Pintu Kabupaten Maluku Tenggara Barat. The data obtained from this research was through distributing questionnaires to the people of Kabupaten Maluku Tenggara Barat, more specifically the people who managed business permits, as well as short interviews with employees from the relevant office. The results of testing the hypothesis that Reliability and Tangible have a positive influence on Public Satisfaction, while Responsiveness, Assurance, and Empathy have no influence on Public Satisfaction