Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal IJEBD (International Journal Of Entrepreneurship And Business Development)
Masrani, Nanang
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Impact of Service Quality at the Investment and Integrated One-Stop Service Agency on Public Satisfaction in North Kalimantan Province Masrani, Nanang; Sriekaningsih, Ana; Patiro, Shine Pintor Siolemba
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 8 No 4 (2025): July 2025
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29138/ijebd.v8i4.3303

Abstract

Purpose: This study aims to explore how service quality at the Investment and One-Stop Integrated Service Agency (DPMPTSP) influences public satisfaction and loyalty in North Kalimantan Province. Design/methodology/approach: The research uses a quantitative approach involving 100 respondents selected through Slovin’s formula from a population of 727,755 DPMPTSP users between January and July 2022. Data were collected using a structured questionnaire and analyzed through multiple regression with SPSS. Findings: The study finds that all five dimensions of service quality—tangibles, reliability, responsiveness, assurance, and empathy have a significant direct effect on public satisfaction and loyalty. Satisfaction also acts as a mediating variable, though the direct effect remains more dominant. Research limitations/implications: The study is limited to North Kalimantan and only considers service users of DPMPTSP within a specific time frame. Practical implications: Improving service quality in each of the five dimensions can effectively enhance both satisfaction and loyalty among the public. Originality/value: This research provides empirical evidence on the dominant role of direct service quality factors over indirect ones in shaping satisfaction and loyalty. Paper type: Research paper
Co-Authors Ana Sriekaningsih Shine Pintor Siolemba Patiro