Raueta, Risma (2024) MENINGKATKAN KEPERCAYAAN PUBLIK DENGAN KUALITAS INTERAKSI DAN HASIL MELALUI KEPUASAN DAN MEDIA SOSIAL (Studi Pada Badan Narkotika Nasional Provinsi Banten). Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This research was conducted with the aim of developing a basic theoretical model and a new empirical research model to resolve the gap in previous research results regarding the role of Interaction Quality and Outcome Quality on Public Trust through Public Satisfaction and Social Media. This research uses descriptive and explanatory quantitative methods. The population in this study are people in Serang City who have social media accounts aged 15 - 64 years who have experienced / received public services from BNN Banten Province. The sampling technique in this study used non-probability sampling technique, namely purposive sampling method with a total sample size of 170 people. The data analysis technique uses Partial Least Square (PLS) with SmartPLS 3.2.9 software. The results of the study are known: 1) The quality of interactions has a positive and significant effect on public trust; 2) Quality of results has a positive and significant effect on public trust; 3) Quality of interactions has a positive and significant effect on public satisfaction; 4) Quality of results has a positive and significant effect on public satisfaction; 5) Public satisfaction has a positive and significant effect on public trust; 6) Social media has a positive and significant effect on public trust; 7) Social media moderates the effect of interaction quality on public trust; 8) Social media moderates the effect of public satisfaction on public trust; 9) Public satisfaction is able to partially mediate the effect of interaction quality on public trust; 10) Public satisfaction is able to partially mediate the effect of interaction quality on public trust.
| Item Type: | Thesis (Master) | |||||||||
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| Additional Information: | Penelitian ini dilakukan dengan tujuan untuk mengembangkan model teoritikal dasar dan model penelitian empiris baru untuk menyelesaikan kesenjangan (gap) hasil-hasil penelitian sebelumnya mengenai peran Kualitas Interaksi dan Kualitas Hasil terhadap Kepercayaan Publik melalui Kepuasan Publik dan Media Sosial. Penelitian ini menggunakan metode kuantitatif deskriptif dan eksplanatori. Populasi dalam penelitian ini adalah masyarakat di Kota Serang yang memiliki akun media sosial berusia 15 – 64 tahun yang pernah merasakan/menerima layanan publik dari BNN Provinsi Banten. Teknik pengambilan sampel dalam penelitian ini menggunakan teknik non probability sampling yaitu metode purposive sampling dengan jumlah sampel berjumlah 170 orang. Teknik analisis data menggunakan Partial Least Square (PLS) dengan perangkat lunak SmartPLS 3.2.9. Hasil penelitian diketahui: 1) Kualitas interaksi berpengaruh positif dan signifikan terhadap kepercayaan publik; 2) Kualitas hasil berpengaruh positif dan signifikan terhadap kepercayaan publik; 3) Kualitas interaksi berpengaruh positif dan signifikan terhadap kepuasan publik; 4) Kualitas hasil berpengaruh positif dan signifikan terhadap kepuasan publik; 5) Kepuasan publik berpengaruh positif dan signifikan terhadap kepercayaan publik; 6) Media sosial berpengaruh positif dan signifikan terhadap kepercayaan publik; 7) Media sosial memoderasi pengaruh kualitas interaksi terhadap kepercayaan publik; 8) Media sosial memoderasi pengaruh kepuasan publik terhadap kepercayaan publik; 9) Kepuasan publik mampu memediasi secara parsial pengaruh kualitas interaksi terhadap kepercayaan publik; 10) Kepuasan publik mampu memediasi secara parsial pengaruh kualitas interaksi terhadap kepercayaan publik. | |||||||||
| Uncontrolled Keywords: | Quality of Interaction, Quality of Results, Public Satisfaction, Social Media, Public Trust Kualitas Interaksi, Kualitas Hasil, Kepuasan Publik, Media Sosial, Kepercayaan Publik | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HN Social history and conditions. Social problems. Social reform |
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| Divisions: | 08-Pascasarjana > 61101-Magister Manajemen 05-Fakultas Ekonomi dan Bisnis |
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| Depositing User: | Risma Raueta | |||||||||
| Date Deposited: | 12 Aug 2024 16:16 | |||||||||
| Last Modified: | 12 Aug 2024 16:16 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/39716 |
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