PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN MASYARAKAT DALAM PENGGUNAAN APLIKASI JAKEVO DI KELURAHAN PULO, JAKARTA SELATAN

Authors

  • Sarah Suhalya Institut Ilmu Sosial dan Manajemen STIAMI
  • Samsudin Samsudin Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

https://doi.org/10.31334/jiap.v5i2.4734

Abstract

The Province of DKI Jakarta introduced a service innovation through the Jakarta Evolution (Jakevo) application on April 26, 2018, which facilitates the public in managing licensing and non-licensing services efficiently and practically. The aim of this research is to analyze the effect of service quality and public trust, both partially and simultaneously, on public satisfaction in using the Jakevo application in Kelurahan Pulo, South Jakarta. This study employs a quantitative descriptive research method, with data collected through questionnaires. The population in this study consists of 103 individuals who applied for licensing services through the Jakevo application in Kelurahan Pulo from March 2023 to March 2024. A sample of 50% of the population, or 52 respondents, was used. The results indicate that Service Quality has a positive and significant influence of 60.5% on Public Satisfaction in Kelurahan Pulo, while Public Trust has an influence of 77.5%. Service Quality and Public Trust simultaneously have a positive and significant effect of 79.5% on Public Satisfaction, while the remaining 20.5% is influenced by other variables not examined in this study.

References

Adhari, I. Z. (2021). Kepuasan Pelanggan & Pencapaian Brand Trust. Pasuruan: Qiara Media. Akhirin, Z., Wijaya, E., & Putra, I. U. (2023). Pengaruh Dimensi Kualitas Pelayanan Terhadap

Kepuasan Masyarakat Pada Kantor Desa Padang Genting Kecamatan Seluma Selatan. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 11(2), 1529–1538. doi:https://doi.org/10.37676/ekombis.v11i2

Arikunto, S. (2019). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.

Hair, J. F., Babin, B. J., Black, W. C., & Anderson, R. E. (2019). Multivariate data analysis: a global perspective. Boston: Pearson.

Muzaki, M., Martini, N. N., Susbiyani, A., & Qomariah, N. (2023). Pengaruh Kualitas dan Inovasi Pelayanan Terhadap Kepercayaan Masyarakat Melalui Kepuasan Masyarakat Sebagai Variabel Intervening Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Banyuwangi. Relasi: Jurnal Ekonomi, 19(2), 247-267.

doi:https://doi.org/10.31967/relasi.v19i2.856

Sugiyono. (2020). Metode Penelitian Kuantitatif Dan Kualitatif Dan R&D Revisi 2020. Bandung: Alfabeta.

Downloads

Published

2025-03-28

Issue

Vol. 5 No. 2: Maret 2025

Section

Articles

License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. 

Copyright Notice

Please find the rights and licenses in Jurnal Ilmiah Administrasi Publik. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.

1.License

The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

2.Author(s)' Warranties

The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).

3.User Rights

Jurnal Ilmiah Administrasi Publik, spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Jurnal Ilmiah Administrasi Publik permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Jurnal Ilmiah Administrasi Publik on distributing works in the journal and other media of publications.

4.Co-Authorship

If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Ilmiah Administrasi Publik will not be held liable for anything that may arise due to the author(s) internal dispute. Jurnal Ilmiah Administrasi Publik will only communicate with the corresponding author.

5.Miscellaneous

Jurnal Ilmiah Administrasi Publik will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Ilmiah Administrasi Publik editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.

 

Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.