PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN  TERHADAP KEPUASAN MASYARAKAT PADA KANTOR  URUSAN AGAMA KECAMATAN GUNUNG MALELA  KABUPATEN SIMALUNGUN

Nadia Silfany; Efendi Efendi; Sherly Sherly; Julyanthry Julyanthry

Nadia Silfany Sekolah Tinggi Ilmu Ekonomi Sultan Agung
Efendi Efendi Sekolah Tinggi Ilmu Ekonomi Sultan Agung
Sherly Sherly Sekolah Tinggi Ilmu Ekonomi Sultan Agung
Julyanthry Julyanthry Sekolah Tinggi Ilmu Ekonomi Sultan Agung

Keywords: Service Quality, Trust, Public Satisfaction

Abstract

The purpose of this research are: 1. To determine description of the service quality, trust and public satifaction at the Kantor Urusan Agama Kecamatan Gunung Malela Kabupaten Simalungun. 2. To determine description the effect of service quality and trust in public satisfaction at the Kantor Urusan Agama Kecamatan Gunung Malela Kabupaten Simalungun, both of simultaneously or partially. The research did by using librarianship design and field research. Population and sample of this research amounted 35 peoples. As for the type of data used are qualitative and quantitative data. Sources of data did by using questionnaire, interview and documentation. The research instrument test used were validity and reliability test. The data analysis technique used is the normality test, qualitative and quantitative descriptive analysis. The results of this research showed us: 1. The service quality and trust is good, and public are satisfied. 2. The regression result have a positive effect between service quality and trust on public satisfaction, etther simultaneously or partially. 3. The result of the correlation coefficient analysis there is a moderately high correlation between service quality and trust with public satisfaction. The obtained meaning that the level of public satisfaction can be explained by the service quality and trust. 4. The results of the hypothesis test state that H₀ is rejected, meaning that service quality and trust have a positive and significant effect on public satisfaction, both simultaneously or partially.

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