VOlUME 06 ISSUE 07 JULY 2023
1Rully Dwi Cahyono,2Ernani Hadiati,3Gendut Budi Wahyono
1Master of Management, Postgraduate, Universitas Gajayana Malang
2Postgraduate lecturer, Universitas Gajayana Malang
3Lecturer Faculty of Economics and Business, Universitas Gajayana Malang
DOI : https://doi.org/10.47191/ijsshr/v6-i7-24Google Scholar Download Pdf
ABSTRACT
Satisfaction of the public using public services is determined, among other things, by online communication and the quality of online services. This study aims to examine the effect of on-line communication and on-line services on community satisfaction; and examine the effect of online communication on community satisfaction through online service quality. The research population is the community using on-line services in the period of September 2021. The total sample is 98 people whose determination is based on the Lemeshow formula. Collecting data using a Likert scale questionnaire distributed to respondents. The data analysis technique uses the path test and data processing uses the SPSS Ver 22 program. The conclusion of the study is that the increase in public satisfaction of users of public services is determined, among other things, by on-line communication and on-line services. When the intensity of online communication and the quality of online services are increased, there will be an increase in the satisfaction of the people who use public services. In addition, the quality of online services also plays a significant role as a mediating variable for the effect of online communication on public satisfaction with public services.
KEYWORDS:online communication, online service quality and community satisfaction
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