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Pengaruh Kualitas Pelayanan Dan Citra Instansi Terhadap Kepuasan Masyarakat Dengan Kepercayaan Masyarakat Sebagai Variabel Pemoderasi Pada Kantor Nagari Iii Koto Aur Malintang Kecamatan Iv Koto Aur Malintang Kabupaten Padang Pariaman

Author

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  • , Iskandar
  • Tanjung, Mariani St.B

Abstract

Tujuan penelitian ini adalah menguji peranan kepercayaan masyarakat sebagai variable moderasi pada pengaruh kualitas pelayanan dan citra instansi terhadap kepuasan masyarakat.Target pupulasi adalah masyarakat Nagari III Koto Aur Malintang Kabupaten Padang Pariaman, dimana jumlah sampel sebanyak 100orang masyarakat dengan menggunakan metode sampling incidental.Dalam pengujian hipotesis, penelitian ini menggunakan Moderated Regression Analysis (MRA).Hasil penelitian menemukan bahwa kualitas pelayanan dan citra instansi berpengaruh positif dan signifikan terhadap kepuasan masyarakat.Kepercayaan masyarakat berpengaruh positif dan signifikan terhadap kepuasan masyarakat.Kepercayaan masyarakat tidak memoderasi pengaruh kualitas pelayanan dan citra instansi terhadap kepuasan masyarakat. Temuan penelitian ini memberikan saran dimana dalam rangka meningkatkan kepuasan masyarakat dimasa yang akan datang, maka perlu meningkatkan citra instansi, kualitas pelayanan dan kepercayaan masyarakat.

Suggested Citation

  • , Iskandar & Tanjung, Mariani St.B, 2020. "Pengaruh Kualitas Pelayanan Dan Citra Instansi Terhadap Kepuasan Masyarakat Dengan Kepercayaan Masyarakat Sebagai Variabel Pemoderasi Pada Kantor Nagari Iii Koto Aur Malintang Kecamatan Iv Koto Aur Ma," OSF Preprints vsrtw, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:vsrtw
    DOI: 10.31219/osf.io/vsrtw
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