Makanuay, Djong H. W. (2018) Analisis Pengaruh Kualitas Layanan, Kelayakan Layanan Terhadap Kepuasan Dan Kepercayaan (Studi Pada Masyarakat Pengguna Jasa Pelayanan Publik Di Dinas Kependudukan Dan Pencatatan Sipil Pemerintah Kota Jayapura Provinsi Papua ). Doctor thesis, Universitas Brawijaya.
Abstract
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English Abstract
his study aims to (1) assess and analyze the influence of service quality on the satisfaction f public service users; (2) assess and analyze the influence of service feasibility on the atisfact ion of public service users; (3) assess and analyze the influence of service quality on he trust of public service users; (4) assess and analyze the influence of service feasibility on he trust of public service users; (5) assess and analyze the influence of public service users' satisfaction on the trust of public service users; (6) assess and analyze the influence of service quality on the trust of public service users through the satisfaction of public service users; and (7) assess and analyze the influence of service feasibility on the trust of public service users hrough the satisfaction of public service users. his study is a survey research on the users of public service in the Department of Population nd Civil Registration in the Government of Jayapura City. The sample of this study is 100 eople who used the public service provided by the Department of Population and Civil egistration in the Government of Jayapura City in Papa. The analysis instrument of this esearch is Generalized Structured Component Analysis (GSCA). he results of the analysis show that the service quality and service feasibility provided by the epartment of Population and Civil Registration do not significantly influence the trust of the ommun ity.However,the service quality and service feasibility provided by the Department of opulation and Civil Registration significantly influence the satisfaction of the users. In ddition, this study also finds that the satisfaction of users mediates the influence of service uality and service feasibility on the trust of the community.
Other obstract
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| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DIS/658.812/MAK/a/2018/061901466 |
| Uncontrolled Keywords: | CUSTOMER RELATION |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endang Susworini |
| Date Deposited: | 19 Feb 2021 02:36 |
| Last Modified: | 10 Oct 2023 07:07 |
| URI: | http://repository.ub.ac.id/id/eprint/183423 |
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