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The Influence of Ethics and Communication on Community Satisfaction Through the Quality of Service of Dukuh Menanggal Subdistrict Employees in Surabaya

In: Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)

Author

Listed:
  • Riyan Sisiawan Putra

    (Universitas Nahdlatul Ulama Surabaya)

  • Tri Siwi Agustina

    (Universitas Airlangga)

  • Dwi Novitasari

    (Universitas Nahdlatul Ulama Surabaya)

  • Clarisa Savina Pradita

    (Universitas Nahdlatul Ulama Surabaya)

Abstract

Community satisfaction is the opinion of the community in obtaining services from public service delivery officials by comparing their expectations and needs. This research aims to determine the influence of ethics and communication on community satisfaction through service quality. To achieve the objectives of this research, researchers distributed questionnaires via Google Forms online and directly analyzed them using the Smart PLS 4 method. The respondents for this research were 100 people of Dukuh Menanggal Village of productive age. The results of this research show that ethics has a positive and significant effect on public satisfaction, communication has a positive and insignificant effect on public satisfaction, ethics has a positive and significant effect on service quality, communication has a positive and significant effect on service quality, service quality has a positive and significant effect on community satisfaction, ethics has a positive and significant influence on community satisfaction through service quality. Communication has a significant influence on community satisfaction through service quality.

Suggested Citation

  • Riyan Sisiawan Putra & Tri Siwi Agustina & Dwi Novitasari & Clarisa Savina Pradita, 2025. "The Influence of Ethics and Communication on Community Satisfaction Through the Quality of Service of Dukuh Menanggal Subdistrict Employees in Surabaya," Advances in Economics, Business and Management Research, in: Alfiatul Maulida & Md. Mahmudul Alam & ⁠⁠Mark Gabriel Wagan Aguilar (ed.), Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024), pages 200-206, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-698-7_22
    DOI: 10.2991/978-94-6463-698-7_22
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