Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Masyarakat Pengguna Aplikasi Sentuh Tanahku di Wilayah Kantor Pertanahan Kabupaten Kendal

Selfin Dian Fahira; Ahmad Dwi Nurdiyanto

doi:10.55606/makreju.v4i3.4435

Authors

Selfin Dian Fahira Institut Teknologi dan Bisnis Semarang
Ahmad Dwi Nurdiyanto Institut Teknologi dan Bisnis Semarang

DOI:

https://doi.org/10.55606/makreju.v4i3.4435

Keywords:

Kendal Regency Land Office, Sentuh Tanahku Application, Service Quality, Trust, User Satisfaction

Abstract

The objectives of this study were to: (1) analyze the effect of service quality on user satisfaction with the Sentuh Tanahku application, (2) analyze the effect of trust on user satisfaction with the Sentuh Tanahku application, and (3) analyze the effect of service quality and trust simultaneously on user satisfaction with the Sentuh Tanahku application. The population of this study consisted of all people who used the Sentuh Tanahku application in the jurisdiction of the Kendal Regency Land Office. This study employed a sampling method using a purposive sampling technique, resulting in a sample of 100 respondents. Data were collected through questionnaires and analyzed using SPSS version 23.0. The data were analyzed using multiple linear regression. The results of the study indicate that service quality and trust have a positive and significant effect on the satisfaction of Sentuh Tanahku application users at the Kendal Regency Land Office. Better service quality and higher levels of public trust lead to higher user satisfaction. Among the two independent variables, trust has a greater influence on user satisfaction.

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