The Effect of Service Quality Moderated by Trust on User Satisfaction of the Building Approval Information System (SiMBG) Services of the West Kotawaringin Regency Investment and One-Stop Integrated Services Office
Abstract
Despite various government improvement efforts, public complaints regarding public services persist, including slow processes, complicated mechanisms, uncertain processing times, and perceived high costs. These complaints also arise regarding digital licensing services. Rusfiana & Dewantoro found that low public satisfaction with public services is primarily due to process inefficiencies, a lack of transparency, and a perceived lack of user convenience. The research used in this study is a quantitative research method. Quantitative research methods, as stated by Sugiyono, can be interpreted as research methods based on the philosophy of positivism, used to research a specific population or sample, sampling techniques are generally carried out randomly, data collection uses research instruments, data analysis is quantitative with the aim of testing the established hypothesis. Service Quality has been shown to have a positive and significant impact on User Satisfaction. A significance value of 0.000 with a positive beta coefficient indicates that the better the quality of service provided by the SiMBG system and officers. both in terms of application display, information clarity, processing speed, officer competence, and service responsiveness.
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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51703
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