The Effect of Public Service Quality on Citizen Satisfaction with Public Trust as A Moderating Variable at the Public Service Mall of Padang Panjang City
DOI:
https://doi.org/10.59525/jess.2030Keywords:
integrated public services; public administration; service quality; citizen satisfaction; institutional trustAbstract
Citizen satisfaction is an important indicator for assessing the success of public service delivery. At a Public Service Mall (MPP), satisfaction is related not only to technical service quality but also to citizens’ confidence in the service-providing institution. This study aims to examine the effects of public service quality and public trust on citizen satisfaction and to test the role of public trust as a moderating variable in the relationship between service quality and citizen satisfaction at the Public Service Mall of Padang Panjang City. The study employed a quantitative approach with a causal survey design. Data were collected through a five-point Likert-scale questionnaire from 175 service users selected using accidental sampling. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The results show that service quality has a positive and significant effect on citizen satisfaction (β = 0.379; t = 5.658; p < 0.001). Public trust also has a positive and significant effect on citizen satisfaction (β = 0.407; t = 6.069; p < 0.001). However, the interaction between public trust and service quality has a negative and significant effect on citizen satisfaction (β = −0.160; t = 2.716; p = 0.007). These findings indicate that public trust is a stronger direct predictor than service quality, whereas its interaction effect is negative and small (f² = 0.046). This study contributes to an understanding that the relationship among service quality, public trust, and citizen satisfaction is not always linear or mutually reinforcing. The findings imply that MPP management should integrate service quality improvement with procedural consistency, information transparency, and efforts to strengthen public trust.
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