PENGARUH CITRA INSTANSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DENGAN IMPLEMENTASI SISTEM INFORMASI SEBAGAI VARIABEL MODERATING PADA UPTD PELAYANAN PENDAPATAN PROVINSI DI KOTA SUNGAI PENUH

Abstract

The purpose of the study was to examine the role of information system implementation as
moderating variable on the relationship between institution image and service quality and public
satisfaction. The population oh the study was the owners of motorcycle and car in Sungai Penuh
City. The number of sample was 100 respondents by employing accidental sampling in sampling
method. In order to test hypotheses, the study performs moderated regression analysis. The
results of analysis found displayed that first, institution image and service quality positively and
significantly effect public satisfaction. Second, Implementation of information system was found
to have positive and significant effect on public satisfaction. Third, Implementation of
information system was found to moderate the relationship between service quality and public
satisfaction. Fourth, Implementation of information system did not found to moderate the
relationship between institution image and public satisfaction. The study findings recommended
to institutional image, service quality as well as implementation of information system.
Keywords: Institution Image, Service Quality, Information System, and Public Satisfaction