The Analysis of Service Quality and Service Facilities on Public Satisfaction Through Public Trust at the Motor Vehicle Testing Management Unit, Cilincing, 2025

Authors

  • Wahyu Wijayanto Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Devi Marlita Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Nursery Alfaridi S Nasution Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Aang Gunawan Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Zaenal Abidin Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v7i1.6479

Keywords:

Service Quality, Service Facilities, Public Satisfaction, Trust

Abstract

Public service is a government activity within institutions or organizations aimed at meeting societal needs in accordance with regulations. Motor vehicle testing is the inspection of vehicle components, including trailers and semi-trailers, to ensure technical compliance and roadworthiness. According to Law of the Republic of Indonesia Number 25 of 2009 on Public Services, the state must fulfill citizens’ needs while guaranteeing their rights and obligations. Community decisions to reuse services are largely influenced by satisfaction with the services received, making service quality improvement a key element of bureaucratic reform.This study applies a quantitative approach using SEM-PLS. The Partial Least Square method is employed to test theories and identify relationships among latent variables. Findings show that public trust mediates the effect of service quality and facilities on public satisfaction.

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Published

2025-10-11

How to Cite

Wijayanto, W., Marlita, D., Nasution, N. A. S., Gunawan, A., & Abidin, Z. (2025). The Analysis of Service Quality and Service Facilities on Public Satisfaction Through Public Trust at the Motor Vehicle Testing Management Unit, Cilincing, 2025. Jurnal Ekonomi Manajemen Sistem Informasi, 7(1), 670–679. https://doi.org/10.38035/jemsi.v7i1.6479

Issue

Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)

Section

Articles

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Copyright (c) 2025 Wahyu Wijayanto, Devi Marlita, Nursery Alfaridi S Nasution, Aang Gunawan, Zaenal Abidin

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

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