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All Journal Jurnal Manajemen Kreatif dan Inovasi
Siti Nurhikmah
Universitas Bina Sarana Informatika
Decision Sciences, Operations Research & Management

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Pengaruh Kualitas Pelayanan dan Tingkat Kepercayaan terhadap Kepuasan Masyarakat pada Pengadilan Agama Bontang Siti Nurhikmah; Syahrial Addin
Jurnal Manajemen Kreatif dan Inovasi Vol. 4 No. 4 (2026): Oktober : Jurnal Manajemen Kreatif dan Inovasi
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jmki-widyakarya.v4i4.7050

Abstract

Public trust in judicial institutions and the quality of court services are presumed to shape community satisfaction, yet their relative contributions in religious courts are rarely examined. This study aims to analyze the partial and simultaneous effects of service quality and level of trust on community satisfaction at the Bontang Religious Court. A quantitative approach was applied using an online questionnaire completed by 100 court service users selected through purposive sampling and measured on a five-point Likert scale. The data were analyzed using multiple linear regression in IBM SPSS version 22, preceded by validity, reliability, and classical assumption tests. The results show that service quality has a positive and significant effect on community satisfaction (B = 0.215; t = 3.046; p = 0.003), and the level of trust also has a positive and significant effect (B = 0.913; t = 11.391; p < 0.001). Simultaneously, both variables significantly affect community satisfaction (F = 204.671; p < 0.001) with a coefficient of determination of 0.808. Trust is the dominant predictor, with a standardized beta of 0.743 compared with 0.199 for service quality. These findings imply that service improvement should be accompanied by stronger transparency, integrity, and procedural certainty.
Co-Authors Syahrial Addin