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The Effect of Service Quality on Civil Population Document Towords Society’s Satisfaction and Trust for Population and Civil Registry Office of Kendari City

Supriaddin, Nofal (2020) The Effect of Service Quality on Civil Population Document Towords Society’s Satisfaction and Trust for Population and Civil Registry Office of Kendari City. In: The 2nd International Conference on Business and Banking Innovations (ICOBBI) 2020, 14 - 15 Agustus 2020, STIE Perbanas Surabaya.

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27. The Effect of Service Quality on Civil Population Document Towords Society’s Satisfaction and Trust for Population and Civil Registry Office of Kendari City.pdf

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Abstract

This study aims to analyze and find out: (1) the effect of service quality on public satisfaction; (2) the effect of service quality on public trust; (3) the effect of public satisfaction on public trust; and (4) the effect of service quality on public trust mediated by public satisfaction at Departement of Population and Civil Registration of Kendari City.Data were collected by using a questionnaire administered to 30 public as the respondents of the study. The method of data analysis usedPath Analysis was performed by using the Smart PLS version 3.1 program. Results of the study show that: (1) Service quality has a positive and significant effect on public satisfaction; (2), service quality has a positive but not significant effect on public trust; (3) public satisfaction has a positive and significant effect on public trust; and (4) public satisfaction plays a role in mediating the effect of service quality on public trust at Departement of Population and Civil Registration of Kendari City.

Item Type: Conference or Workshop Item (Paper)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: ICOBBI (International Conference of Business and Banking Innovations)
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 25 Sep 2018 10:38
Last Modified: 20 Oct 2020 04:16
URI: http://eprints.perbanas.ac.id/id/eprint/3309

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