Improve Community Satisfaction and Trust in the Public Service Mal of Banyuwangi District

Qomariah, Nurul (2019) Improve Community Satisfaction and Trust in the Public Service Mal of Banyuwangi District. In: CelSciTech-UMRI 2019, Pekanbaru.

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Abstract

This study aims to determine the effect of service quality and service innovation on community satisfaction and trust in Banyuwangi Regency Public Service Mall. The population of this research is all the people who carry out the service process at the Banyuwangi Regency Public Service Mall totaling 125 people. The sampling technique uses simple random sampling, namely taking members of the sample from the population randomly regardless of the strata in the population. The answers to the questionnaire respondents were processed using the SPSS 16.0 software application. Data analysis in this study using SEM-PLS with WarpPLS 5.0. The results of the study show. service quality with a coefficient of 0.440 affecting community satisfaction. Service quality with a coefficient coefficient of 0.242, affects public trust. Service innovation with a coefficient of 0.497, affects community satisfaction. Service innovation with a coefficient of 0.150, does not affect public trust. While community satisfaction with a coefficient of 0.734, has a positive and significant effect on public trust.

Item Type: Conference or Workshop Item (Paper)
Subjects: 600 Technology and Applied Science > 650 Business > 658 General Management
Depositing User: Hendri Uut Fahrullah
Date Deposited: 23 Jul 2020 07:36
Last Modified: 23 Jul 2020 07:36
URI: http://repository.unmuhjember.ac.id/id/eprint/4973

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