Improve Community Satisfaction and Trust in the Public Service Mal of Banyuwangi District

  • Sigit Purnomo
  • Nurul Qomariah


This study aims to determine the effect of
service quality and service innovation on community
satisfaction and trust in Banyuwangi Regency Public
Service Mall. The population of this research is all the
people who carry out the service process at the
Banyuwangi Regency Public Service Mall totaling 125
people. The sampling technique uses simple random
sampling, namely taking members of the sample from
the population randomly regardless of the strata in the
population. The answers to the questionnaire
respondents were processed using the SPSS 16.0
software application. Data analysis in this study using
SEM-PLS with WarpPLS 5.0. The results of the study
show. service quality with a coefficient of 0.440 affecting
community satisfaction. Service quality with a
coefficient coefficient of 0.242, affects public trust.
Service innovation with a coefficient of 0.497, affects
community satisfaction. Service innovation with a
coefficient of 0.150, does not affect public trust. While
community satisfaction with a coefficient of 0.734, has a
positive and significant effect on public trust.


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