Model Exploration for Community Satisfaction with E-KTP Service Quality as Mediation

• Main Authors: Wahyono Wahyono, Nuratun Zakiyah
• Format: Article
• Language: English
• Published: Universitas Negeri Semarang 2020-06-01
• Series: Dinamika Pendidikan
• Subjects: community satisfaction; facilities; interpersonal communication; service quality; work discipline
• Online Access: https://journal.unnes.ac.id/nju/index.php/DP/article/view/24892

This study aimed to analyze the direct and indirect effects of interpersonal communication, work discipline, and facilities on community satisfaction through service quality. The method in this study used a quantitative approach. The population in this study was the people of Semarang Regency who had submitted services in the form of filing KTPs in sub-districts in Semarang Regency with a total of 756,216 people. The sampling technique was cluster random sampling technique, which was calculated by using the Slovin formula with a total sample of 100 respondents. Data collection methods used questionnaires, observations, and documentation. Data analysis method in this study used path analysis, and a single test with a significance level of 5%. The results of the calculation of the data obtained by the mediation equation were Y1 = 9,737 + 0,366X1 + 0,324X2 + 0,529X3 + 0,768e and the equation model of community satisfaction variable were Y2 = 0,942 + 0,318X1 + 0,531X2 + 0,360 X3 + 0,256 Y1 + 0,662e. The results of this study indicated that interpersonal communication, work discipline, and facilities had a direct effect on community satisfaction, and there was an indirect effect between interpersonal communication, work discipline, and facilities on community satisfaction through service quality.