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

Doni Permana, Mulyana Mulyana

Abstract


Abstract.This study aims to develop a model for increasing public satisfaction at the Sekupang Police by analyzing the influence of service quality and public trust on public satisfaction. The type of research used is explanatory research with a quantitative approach. The population in this study was all users of the Sekupang Police services, with 100 respondents selected using a non-probability sampling technique through the convenience sampling method. Data collection was carried out through a closed questionnaire with a Likert scale of 1–5. Data analysis used the Partial Least Square (PLS) method. The results of the study showed that: (1) service quality has a positive and significant effect on public satisfaction; (2) service quality also has a positive and significant effect on public trust; and (3) public trust has a positive and significant effect on public satisfaction. These findings reinforce the importance of increasing the professionalism of the apparatus, transparency of information, and the public service system as a strategy in building public trust and satisfaction with police services.


Keywords


Keywords: Community; Quality; Satisfaction; Service; Trust.

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References


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DOI: http://dx.doi.org/10.30659/jrbi.v22i2.45610

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