PENGARUH KUALITAS PELAYANAN BUMDES MAJU SEJAHTERA TERHADAP KEPUASAN NASABAH DESA NGAMPUNGAN KECAMATAN BARENG KABUPATEN JOMBANG

Abstrak

This study aims to analyze the influence of service quality at BUMDes Maju Sejahtera on community satisfaction in Ngampungan Village, Bareng Subdistrict, Jombang Regency. Service quality was measured using the SERVQUAL model with five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research employed a quantitative survey approach. The sample consisted of 100 community members receiving BUMDes services, selected using purposive sampling. Data were collected through questionnaires and field observations. Data analysis was performed using multiple linear regression and coefficient of determination. The results indicated a significant positive effect of service quality on community satisfaction, with tangibles and responsiveness contributing most to satisfaction. This study provides practical implications for BUMDes managers to improve service quality to achieve optimal community satisfaction.

Kata kunci

• BUMDES
• Community Satisfaction
• Kualitas pelayanan
• SERVQUAL
• Service Quality