Research Paper
Year: 2020 | Month: February | Volume: 7 | Issue: 2 | Pages: 145-149
The Effect of Public Service Quality on Community Satisfaction and Its Impact on Community Trust in the Medan District Court
Muhammad Irfan Al Qohirie1, Ritha F. Dalimunthe2, Endang Sulistya Rini2
1Postgraduate Students, 2Postgraduate Lecturer,
Department of Management, Faculty of Economics and Business at Universitas Sumatera Utara, Indonesia
Corresponding Author: Muhammad Irfan Al Qohirie
ABSTRACT
Public services have a basic service standard as a benchmark used as a guideline for service delivery and assessment of service quality as an obligation and promise of the organizer to the public in the framework of quality, fast, easy, affordable, and measurable services. This study aims to determine and analyze the effect of public service quality on community satisfaction and its impact on community trust in the Medan District Court. This type of research is quantitative research with causality research design. The type of data used is primary data and secondary data obtained from questionnaires and literature studies. The population in this study are all people who register cases, the trial process until receiving the results of the case decisions that they register in the Medan District Court. The sampling method uses non-probability sampling method with accidental sampling technique. Data analysis method used is path analysis. The results showed that public service quality had a positive and significant effect on community satisfaction, public service quality had a positive and significant effect on community trust, community satisfaction had a positive and significant effect on community trust, and community satisfaction did not mediate the effect of the public service quality on community trust.
Keywords: Public Service Quality, Community Satisfaction, Community Trust
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