Authors : Djong H.W. Makanuay, Armanu Thoyib, Fatchur Rohman and Solimun
Abstract: Jayapura City government has an important role in providing services to the community in accordance with the mandate of Law Number 25 Year 2009 on Public Service. Good governmental services can be measured by community satisfaction and public trust. The objective of the study was to analyze and explain the satisfaction of the community as a mediation between service quality and service feasibility to public trust. This research was conducted on service users at the Department of Population and Civil Registration on Jayapura City Government of Papua Province. This study is a quantitative research with the number of respondents of 100 people. The measurement scale used is Likert scale 1-5. The analysis tool used is GSCA (Generalized Structured Component Analysis). The results shown that service quality and service feasibility directly have no significant effect on public trust. However, service quality and service feasibility significantly influence the satisfaction of the community. Meanwhile, the satisfaction of the community significantly influences the public trust. Based on the results of the analysis shown that the satisfaction of society as mediation service quality and service feasibility to public trust.
Djong H.W. Makanuay, Armanu Thoyib, Fatchur Rohman and Solimun , 2018. Community Satisfaction as a Mediation of Service Quality and the Feasibility of Community Services Study on Community of Public Service at Local Government Jayapura City Papua Province, Indonesia. Journal of Engineering and Applied Sciences, 13: 1683-1689.