Increasing Public Trust Throughexcellent Service and Service Satisfaction at the Semarang Customs Type A KPPBC Office.Increasing Public Trust Throughexcellent Service and Service Satisfaction at the Semarang Customs Type A KPPBC Office.
Abstract
This study is an associative explanatory research aimed at analyzing the relationships among variables within a public service model, particularly the influence of excellent service on public satisfaction and trust. The research population consists of all human resources at the Customs and Excise Supervision and Service Office Type Madya Pabean A Semarang, both civil servants (ASN) and non-civil servants (Non-ASN), totaling 203 individuals. This population was selected due to its relevance to the research focus and the accessibility of data collection. The sample size was determined based on the general rule requiring at least five to ten times the number of questionnaire items. With a total of 15 items, the minimum required sample was 150 respondents; Therefore, this study involved 150 service users of the Customs and Excise Supervision and Service Office Type Madya Pabean a Semarang. The sampling technique employed was non-probability sampling using a convenience sampling approach, selected based on considerations of time and cost efficiency and ease of reaching respondents aligned with the research needs. The research instrument used a 1–5 Likert scale ranging from Strongly Disagree to Strongly Agree. Data analysis was carried out using Partial Least Square (PLS) to test the relationships among variables in the research model. The results indicate that excellent service has a positive and significant effect on public trust. In addition, excellent service is proven to have a positive and significant effect on public satisfaction. Further findings confirm that public satisfaction also has a positive and significant effect on public trust. Overall, this study emphasizes that improving service quality is a key factor in building satisfaction as well as strengthening public trust in service institutions.
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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51479
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