Pengaruh Prosedur Layanan, Ketepatan Waktu dan Kemudahan Akses terhadap Kepuasan Pengguna Laboratorium Barang Bukti Elektronik Komisi Pemberantasan Korupsi
DOI:
https://doi.org/10.31334/41xhys35Keywords:
User Satisfaction, Service Procedures, Timeliness, Ease of AccessAbstract
The increase in electronic evidence handled by the Electronic Evidence Laboratory (LBBE) of the Corruption Eradication Commission (CEC) from 2020 to 2024 indicates growing complexity in LBBE’s operations, both procedurally and technically. This rising workload demands that LBBE services be faster, more accurate, and more adaptive to the needs of internal users (investigators, inquiry officers, and prosecutors). An initial survey of 20 internal users revealed issues related to service procedures, timeliness, and accessibility that potentially affect users’ satisfaction. Research on digital forensic services within law enforcement institutions remains limited, highlighting a significant research gap. Addressing this gap would enable public service theories to be applied not only in a general context but also specifically within the framework of digital based law enforcement. The purpose of this research is to analyze and evaluate the influence of service procedures, timeliness, and accessibility on users’ satisfaction at LBBE of CEC. This research employed a quantitative research method, targeting the population of LBBE KPK users, with a total sample of 106 respondents. Data were collected through questionnaires and analyzed using multiple linear regression with SPSS Statistics version 25. The independent variables in this study were service procedures, timeliness, and accessibility, while the dependent variable was users’ satisfaction. The partial t test results reveal that service procedures have a positive and significant effect on users’ satisfaction (t-value = 4.698 > t-table = 1.983; p-value = 0.000 < 0.05). Likewise, timeliness shows a positive and significant impact (t-value = 4.169 > t-table = 1.983; p-value = 0.000 < 0.05), and accessibility also demonstrates a positive and significant influence (t-value = 3.528 > t-table = 1.983; p-value = 0.000 < 0.05). Moreover, the F-test results confirm that, collectively, these three independent variables significantly affect users’ satisfaction (F-value = 134.285 > F-table = 2.68). The coefficient of determination (R²) value of 0.798 indicates that 79.8% of users’ satisfaction can be explained by the combined influence of service procedures, timeliness, and accessibility, while the remaining 20.2% is influenced by other factors not covered in this study.
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