Rosa Milyzha, Budi Suryadi, J. Jamaluddin


The scope of protocol assignments is reflected in several types of activities such as preparation for the implementation of events, reception/audience, travel leaders in and outside the country/region, arranging meetings/hearings, and conducting ceremonies. The role and function of the protocol also determines the success of an institutional activity even more so that it is attached to the leader because it will create a social order that brings one another closer, creates a ceremony that is wisdom and order, also creates order in carrying out activities. So that we need the best performance and service in order to create satisfaction for protocol service users, one of which is to pay attention to the quality of service through excellent service indicators. This study aims to analyze the effect of service quality consisting of variables reliability, responsiveness, assurance, empathy and tangibles both partially and simultaneously on satisfaction of protocol service users in the Banjarbaru City Government and to find out which variables are the most dominant influence on satisfaction of the service. The method used in this study is a quantitative method, with a population of 54, a sample of 54 people and data analysis techniques with research instruments validity test, reliability test, classical assumption and using multiple linear regression. The results of this study indicate that the variables reliability, responsiveness, assurance, empathy and tangibles partially have a significant effect on satisfaction of protocol service users in the Banjarbaru City Government, all these independent variables have a significant influence on the dependent variables simultaneously and variables that dominant influence on satisfaction of protocol service users in the Banjarbaru City Government is responsiveness, adjusted determination (R2) is 0.511 or 51.1%, this shows the amount of contribution given by all independent variables to the dependent variable. Some suggestions from this study include improvements to the services provided by the variables of reliability, responsiveness, assurance, empathy and tangibles, and suggestions for future research. It is expected that adding other variables can be known which variables have a significant effect on the satisfaction of protocol service users.


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