Research Paper
Year: 2023 | Month: March | Volume: 10 | Issue: 3 | Pages: 52-63
DOI: https://doi.org/10.52403/ijrr.20230308
The Effect of Service Quality and Public Trust on Public Satisfaction with Agency Image as a Moderator Variable; Case Study at the Land Office Tebing Tinggi City
Antonius Jadi Muli Ginting1, Syaifuddin2, Yeni Ariesa3
1,2,3Department of Economics, University Prima Indonesia, Medan, Indonesia
Corresponding Author: Antonius Jadi Muli Ginting
ABSTRACT
This research was conducted at the Tebing Tinggi City Land Office. The purpose of this research is service quality and public trust in public satisfaction and agency image at the Tebing Tinggi City Land Office and agency image can moderate the relationship between service quality and public trust. The research method is quantitative. The population in this study were people who applied for Land Services at the Tebing Tinggi City Land Office from January to December 2022 as many as 400 people and the sample calculation with Slovin obtained as many as 200 people and the sampling technique was simple random sampling. Data processing using SPSS version 25 was analyzed by multiple linear regression analysis. The results showed that the service quality variable on community satisfaction was 0.0000 (p <0.05), so service quality had an effect on community satisfaction at the Tebing Tinggi City Land Office. The significance value is 0.000 (p<0.05), it can be concluded that public trust has a significant effect on public satisfaction at the Tebing Tinggi City Land Office. The significance value of the service quality variable on the agency image is 0.015 (p <0.05), it can be concluded that service quality has an effect on the agency image variable. The significance value obtained is 0.000 (p <0.05), it can be concluded that public trust has a significant effect on the agency image variable and 0.020 (p <0.05), so the agency image has a significant effect on the public satisfaction variable. The interaction variable between service quality and agency image is 0.000 (p <0.05), so the agency image is able to moderate the effect of service quality variables on community satisfaction variables at the Tebing Tinggi City Land Office. the interaction variable between service quality and agency image is 0.012 (p <0.05), so the agency image is able to moderate the effect of public trust variables on community satisfaction variables.
Keywords: Service Quality, Public Trust, Agency Image, Public Satisfaction
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