ANALISIS KEPERCAYAAN SEBAGAI VARIABEL MODERATING PADA PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PUBLIK DALAM PENGURUSAN E-KTP PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN KERINCI

Abstract

The aims of this study was to inversigate the moderating effect of public trust on the relationship between service quality and public satisfaction for electronic identity card at Department of Population and Civil Registration, Kerinci Regency. The study population is all publics who used electronic identity card in Kerinci Regency and numbers of sample were accounted for 327 people. This study performed proportional startified random sampling to reach the sample. In order to test hypotheses, this study conducted multiple, single and moderated regression analyses. The results of analysis found that a) The five dimensions of service quality namely tangibles, empathy, reliability, responsiveness and assurance positively and significantly influenced public satifaction. b) Public trust was found to have positive and significant effected on public satisfaction. 3) Public trust was found as moderating variable and stengthened the relationship between service quality and public satisfaction. The findings of this study recommended to Department of Population and Civil Registration, Kerinci Regency to enhancing service quality, and public trust.

Keywords: Service Quality, Trust, and Public Satisfaction.