The Influence of Public Service Quality Through OSS RBA on Citizen Satisfaction: the Role of Trust As a Mediating Variable
Kata Kunci:
Government, Public Service Quality, OSS RBA, Trust, Citizen SatisfactionAbstrak
This research seeks to examine how the quality of public services via the Online Single Submission Risk-Based Approach (OSS RBA) system influences citizen satisfaction, incorporating trust as a mediating factor. The population studied consists of the residents of Bengkalis Regency who use OSS RBA for processing Business and Trade Permits, with a sample size of 140 respondents. Data collection was conducted through a questionnaire distributed via Google Form. The data analysis technique used was Structural Equation Modelling (SEM) with the help of WarpPLS 7.0 software for data processing. The findings of the research indicate that the quality of public services positively and significantly influences citizen satisfaction (T-statistic = 20.206; P-value = 0.000). Moreover, the quality of service positively and significantly influences user trust (T-statistic = 15.395; P-value = 0.000). Furthermore, trust has been proven to have a effect on citizen satisfaction (T-statistic = 7.951; P-values = 0.000). Therefore, It can be inferred that trust serves as a mediator that enhances the connection among service quality and user satisfaction. This study provides important implications for the management of technology-based public services to improve service quality and build trust, which can enhance citizen satisfaction with the OSS RBA services in Bengkalis.
Unduhan
Referensi
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