Implikasi Kualitas Pelayanan Program Keluarga Harapan terhadap Kepuasaan Penerima Manfaat di Kelurahan Beji Depok

Authors

  • Muhtadi Muhtadi Universitas Islam Negeri Syarif Hidayatullah Jakarta
  • Indah Choirunnisa Universitas Islam Negeri Syarif Hidayatullah

DOI:

https://doi.org/10.14421/jpm.2019.032-08

Keywords:

service quality, beneficiary satisfaction, program keluarga harapan.

Abstract

This paper examines the effect of service quality on the satisfaction of receiving benefits in the Conditional Cash Transfers or Program Keluarga Harapan (PKH) program in Beji Village Office, Depok. The hypothesis services of the PKH program have a significant influenced on beneficiary satisfaction. The instrument was tested to answer the hypothesis using a survey research method. This survey was conducted on 86 respondents who were members and beneficiaries of the PKH program. The results of the hypothesis test analysis show that service quality with indicators of reliability, responsiveness, assurance, empathy, and tangible simultaneously have a significant correlation between variables. Meanwhile, the resulting correlation coefficient has an effect on the beneficiary satisfaction variable of 70.3 percent. While the remaining value of 29.7 percent is influenced by other variables outside the regression equation like other variables not included in this study. The results of this study provide positive input for PKH program administrators to further improve the quality of service to aid recipients. Moreover, PKH implemented according to the wishes of the community but still needs support to be able to have broader insights (changing mindsets) to increase the independence of program beneficiaries.

Paper ini menguji pengaruh kualitas pelayanan terhadap kepuasaan penerimaan manfaat pada program Program Keluarga Harapan (PKH) di Kelurahan Beji Depok. Hipotesis yang berkembang adalah pelayanan program PKH berpengaruh signifikan terhadap kepuasan penerima manfaat. Instrumen yang diujikan untuk menjawab hipotesis menggunakan metode penelitian survei. Survei ini dilakukan kepada 86 responden yang menjadi anggota dan penerima manfaat program PKH. Hasil analisis uji hipotesis menunjukkan bahwa kualitas pelayanan dengan indikator keandalan (realibility), ketanggapan (responsiveness), jaminan (assurance), empati (empathy), dan berwujud (tangible) secara bersamaan memiliki korelasi signifikan antar variabel. Sementara itu, nilai koefisiensi korelasi yang dihasilkan memiliki pengaruh terhadap variabel kepuasan penerima bantuan sebesar 70,3 persen. Sedangkan sisa nilai sebesar 29,7 persen dipengaruhi variabel lain di luar dari persamaan regresi seperti variabel lain yang tidak diikut sertakan dalam penelitian ini. Hasil penelitian ini memberikan masukan positif bagi pengelola program PKH untuk lebih meningkatkan kualitas pelayanan terhadap penerima  bantuan. Untuk itu, PKH berjalan sesuai keinginan masyarakat namun masih perlu dukungan agar mampu memiliki wawasan yang lebih luas (merubah pola pikir) untuk meningkatkan kemandirian penerima manfaat program.

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Published

30-11-2019

Issue

Vol. 3 No. 2 (2019): Jurnal Pemberdayaan Masyarakat

Section

Research Article

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