Jurnal Manajemen Kreatif dan Inovasi
Vol. 4 No. 4 (2026): Oktober : Jurnal Manajemen Kreatif dan Inovasi

Pengaruh Kualitas Pelayanan dan Tingkat Kepercayaan terhadap Kepuasan Masyarakat pada Pengadilan Agama Bontang

Siti Nurhikmah (Universitas Bina Sarana Informatika)
Syahrial Addin (Universitas Bina Sarana Informatika)



Article Info

Publish Date
21 Oct 2026

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.

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Journal Info

Abbrev

jmki-widyakarya

Publisher

Subject

Decision Sciences, Operations Research & Management

Description

Fokus Jurnal Manajemen Kreatif dan Inovasi berfokus pada publikasi karya ilmiah di bidang manajemen yang menekankan pada kreativitas, inovasi, dan kewirausahaan dalam konteks organisasi, bisnis, industri kreatif, dan sektor publik. Jurnal ini bertujuan mendorong pengembangan teori dan praktik ...