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All Journal JURNAL KIMIA SAINS DAN APLIKASI Jurnal Berkala Epidemiologi JRB-Jurnal Riset Bisnis Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Pengabdian kepada Masyarakat Nusantara AJARCDE (Asian Journal of Applied Research for Community Development and Empowerment) USRAH: Jurnal Hukum Keluarga Islam Journal Research of Social Science, Economics, and Management MAHAKIM: Journal of Islamic Family Law Revorma: Jurnal Pendidikan dan Pemikiran
Wahyu Wijayanto
Fakultas Kesehatan Masyarakat Universitas Airlangga
Religion Agriculture, Biological Sciences & Forestry Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Environmental Science Immunology & microbiology Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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The Analysis of Service Quality and Service Facilities on Public Satisfaction Through Public Trust at the Motor Vehicle Testing Management Unit, Cilincing, 2025 Wijayanto, Wahyu; Marlita, Devi; Nasution, Nursery Alfaridi S; Gunawan, Aang; Abidin, Zaenal
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i1.6479

Abstract

Public service is a government activity within institutions or organizations aimed at meeting societal needs in accordance with regulations. Motor vehicle testing is the inspection of vehicle components, including trailers and semi-trailers, to ensure technical compliance and roadworthiness. According to Law of the Republic of Indonesia Number 25 of 2009 on Public Services, the state must fulfill citizens’ needs while guaranteeing their rights and obligations. Community decisions to reuse services are largely influenced by satisfaction with the services received, making service quality improvement a key element of bureaucratic reform.This study applies a quantitative approach using SEM-PLS. The Partial Least Square method is employed to test theories and identify relationships among latent variables. Findings show that public trust mediates the effect of service quality and facilities on public satisfaction.
Co-Authors Aang Gunawan, Aang Abdul Rahman Ramadhan Ahmad Suseno Ali, Abdan Mukhlis Devi Marlita, Devi Endang Kristiawati, Endang Farabi, Muhammad Nadzif Zaky El Firzah, Muhammad Hanifa, Sarah Hasan Khanif, Muhammad M. Irfani Hendri Muhammad Afif Mustaruddin Nursery Alfaridi S Nasution Prijono Satyabakti Rum Hastuti Setiawan, Rochiyat Sukma Febrianti Zaenal Abidin