An Empirical Study of Public Satisfaction Based on Public Trust and Service Quality at the Sekupang Police Station

Doni Permana, Mulyana Mulyana

Abstract


The police institution is one of the main pillars in the public service system, tasked with maintaining security and order, and providing legal protection for the community. As public servants, the police provide various essential services, including law enforcement through criminal investigations, arrests of perpetrators, and the provision of justice to victims. Furthermore, the police play a role in maintaining public security and order (Kamtibmas) through routine patrols, crowd control, and mediation of social conflicts to create a safe and orderly environment. The type of research used in this study is explanatory research with an associative nature, which aims to determine the relationship between two or more variables (Sugiyono, 2018). This study aims to explain hypothesis testing with the intention of justifying or strengthening the hypothesis, with the hope that it can ultimately strengthen the theory used as a basis. In this case, it is to test the influence of service quality, public satisfaction, and public trust. Discriminant validity of the measurement model with indicator reflection is assessed based on cross-loading of measurements with constructs. If the correlation of a construct with a measurement item is greater than the measurement of other constructs, then this indicates that the latent construct predicts the measurements in its block better than the measurements in other blocks.

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