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All Journal JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Dinasti International Journal of Management Science Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Bulletin of Counseling and Psychotherapy Vivabio : Jurnal Pengabdian Multidisiplin Annals of Human Resource Management Research Asian Journal of Community Services (AJCS) International Journal of Advanced Multidisciplinary The Eastasouth Management and Business West Science Interdisciplinary Studies West Science Interdisciplinary Studies Jurnal Pengabdian Masyarakat dan Penelitian Terapan
Devi Marlita, Devi
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Journal : Jurnal Ekonomi Manajemen Sistem Informasi

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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 Aditya Wardana, Aditya Artanti Arubusman, Dian Azis, Muhammad Ridwan Damanik, Krisman Damiyana , Damdam Deslida Saidah Diani, Rinny Dharma Euis Saribanon, Euis Fachrial, Peppy Febrian, Wenny Desty Francis Tantri, Francis Hamonangan , Yosua Handayani, Sinai Handayani, Sri Hargiani, Fransisca Xaveria Hidayat, Fajar Indriyati Indriyati Indriyati Indriyati Ismiyati Ismiyati Lesmini, ⁠Lis Liana, Esti Lis Lesmini Mayasari, Nanny Melia Dianingrum Nursery Alfaridi S Nasution Perwitasari, Erni Pratiwi Prasidi, Abi Primadi Candra Susanto Purba, Okin Ringan Retno Widowati Ria Estiana Safariningsih, Ratna Tri Hari Sarinah Sarinah Simon Gultom Sismiati, Sismiati Soekirman, Atong Suhara, Ade Suhendra, Agus Ulfah Arini, Dewi Wahyu Wijayanto Widodo, Rintis Eko Yuntina, Lily Zaenal Abidin