The effect of e-Servqual and public service on community satisfaction: An empirical study in government organization
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Notice bibliographique
Résumé
The purpose of this study is to analyze the relationship between public service and community satisfaction as well as the relationship between e-service quality and community satisfaction in government organizations. The study uses quantitative descriptive research. In addition, the study also collects data to test hypotheses or to answer questions related to the variables to be studied. The study uses a data collection technique questionnaire method which is given to respondents whose contents are in the form of written statements related to the research object, namely public services, e-service quality and community satisfaction. The population studied in this study is the community. The number of samples in this study is 470 people. The study uses a purposive sampling technique. Purposive sampling is a sampling technique with considerations that meet the criteria. The criteria are people who have downloaded and used internet-based service applications provided by the Government. Variable measurement is based on a Likert scale. Each respondent's answer choices are given a score of values arranged in stages based on a Likert Scale arranged as follows: Strongly agree (5), agree (4), Neutral (3), disagree (2) and strongly disagree (1). The data analysis technique in this study uses the Structural Equation Modeling (SEM) analysis tool from the IBM SPSS AMOS 26 statistical software package in the model and hypothesis testing. The stages of structural equation modeling and analysis are divided into seven steps, namely: (1) theoretical model development, (2) compiling a path diagram, (3) converting a path diagram into a structural equation, (4) choosing an input matrix for data analysis, (5) assessing the identification of the model, (6) evaluating the estimation of the model, (7) interpretation of the model. Based on the results of the analysis, the results show that there is a significant positive effect of public service on community satisfaction in government organizations, and there is a significant positive effect of e-service quality on people's satisfaction in government organizations. Government leaders should pay attention to the factors that are considered to influence community satisfaction. Such as paying attention to service procedures for the community, improving procedures for service, including during the process of complaints, criticism and suggestions from the community, then paying attention to the time the service process is carried out, since efficiency in solving community problems also contributes to the comfort or satisfaction felt by the community.
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Prédiction distillée sur la base complète
Imitation des enseignantsNi prévalence calibrée, ni vérité terrain. Validation humaine à venir. Apprise à partir de 10 348 étiquettes directes de Codex et de 10 348 étiquettes directes de Gemma. Le mode candidate est l'union des têtes enseignantes seuillées; le consensus est leur intersection. Ces sorties portent le statut machine_predicted_unvalidated et ne sont ni des étiquettes humaines ni des étiquettes directes de modèles de pointe.
Scores Codex et Gemma par catégorie
| Catégorie | Codex | Gemma |
|---|---|---|
| Métarecherche | 0,004 | 0,001 |
| Méta-épidémiologie (sens strict) | 0,000 | 0,000 |
| Méta-épidémiologie (sens large) | 0,000 | 0,000 |
| Bibliométrie | 0,000 | 0,001 |
| Études des sciences et des technologies | 0,000 | 0,000 |
| Communication savante | 0,000 | 0,001 |
| Science ouverte | 0,001 | 0,001 |
| Intégrité de la recherche | 0,000 | 0,000 |
| Charge utile insuffisante (le modèle a refusé de juger) | 0,000 | 0,000 |
Scores machine (provisoires)
Les deux têtes enseignantes du modèle étudiant, lues sur ce travail. Un score ordonne la base pour la relecture; il n'affirme jamais une catégorie, et le statut de validation accompagne chaque rangée tel quel.
Scores de référence d'un modèle non mature (critères de maturité non atteints, 7 itérations). Un score ordonne; il n'affirme jamais une catégorie.
score_only:v0-immature-baseline · tel quel depuis la passe de notation : score_only signifie que le nombre peut ordonner les travaux, et qu'aucune étiquette de catégorie n'en découle