UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Jejaring Administrasi Publik

ISSN 2086-3101

Vol. 5 / No. 1 / Published : 2013-08

Order : 5, and page :266 - 274

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Original Article :

Model hubungan kepercayaan masyarakat (citizen trust) berdasarkan “disconfirmation of expectation” di bpn surabaya

Author :

  1. Trimurti Ningtyas*1
  1. Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik

Abstract :

The results of the model in this study there are three variables that have been developed in the publictrust that includes five dimensions of comfort, responsible, reliable, credibility and integrity. Thesecond variable is the quality of service that includes six dimensions that have been developed,namely reliability, responsiveness, assurance, empaty, tangible, and accountability. The thirdvariable is customer satisfaction which includes six dimensions of service quality, productquality, time, cost, and safety. The results of the statistical analysis of the variable quality of service isthe main shaper construct tangible dimension, to construct the variable customer satisfaction is themain shaper of product quality, and construct public trust is the main shaper comfort. Contributionof independent variables of service quality and customer satisfaction has a value of 71.8% over thepublic trust. The results of the analysis of the first hypothesis testing proved that there was asignificant effect of satisfaction on trust. The second hypothesis is also evident that there is asignificant effect on public confidence in the quality of service. The third hypothesis was not proventhat there is no significant effect of service quality on satisfaction. The fourth hypothesis was notproven that there are indirect effects that are not significant to the trust service quality throughcustomer satisfaction.

Keyword :

model, citizen trust, service quality, customer satisfaction, disconfirmation of expectation,


References :

Dwiyanto, Agus ,(2003) Peran Masyarakat Dalam Reformasi Pelayanan Publik di Indonesia Vol 8 : Forum Inovasi

A., Parasuraman, Valarie A. Zeithmal, and Leonard L. Berry.,(1985) Conceptual Model of Service Quality and its Implication for Future Research 1985 : Journal Marketing





Archive Article

Cover Media Content

Volume : 5 / No. : 1 / Pub. : 2013-08
  1. Implementasi E-procurement Pada Pemerintah Kota Surabaya
  2. Implementasi Kebijakan One Tambun One Product Dalam Rangka Meningkatkan Partisipasi Masyarakat Di Kecamatan Natam Provinsi Yala Thailand
  3. Kebijakan Pengawasan Tki (tenaga Kerja Indonesia) (studi Diskriptif Unit Pelayanan, Penempatan Dan Perlindungan Tenaga Kerja Indonesia (uptp3tki) Di Kabupaten Madiun)
  4. Globalisasi Dan Implikasinya Bagi Birokrasi Publik
  5. Model Hubungan Kepercayaan Masyarakat (citizen Trust) Berdasarkan “disconfirmation Of Expectation” Di Bpn Surabaya
  6. Peningkatan Kualitas Pelayanan Pegawai Dengan Menggunakan Integrasi Metode Importance Performance Analysis (ipa)-quality Function Deployment (qfd)
  7. Menata Sejengkal Tanah Di Ujung Batas Negara (sinkronisasi Dan Koordinasi Lintas Kementerian Dan Lembaga Dalam Percepatan Pembangunan)
  8. Implementasi Kebijakan Penataan Ritel Tradisional Dan Modern Di Kota Jambi

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