Impact of Service Quality and Level of Confidence on Performance and Community Satisfaction at the Kutai Timur Regional Police in East Kalimantan

Abstract

This study analyzes the direct effect of service quality and level of confidence on performance and the direct influence of service quality, level of confidence, performance, and Letter of Notification of Progress of Investigation Results (SP2HP) on community satisfaction. Next, we examine the indirect influence of service quality and level of confidence on community satisfaction through performance mediation. Next, we examine the moderating effect of SP2HP on the relationship between performance and community satisfaction. This study uses primary data from the perceptions of 214 respondents. It then analyzes the data using confirmation factor analysis through a structural equation model (SEM) with PLS and support from SmartPLS software. The findings of this study support the argument that service quality has a positive and significant direct effect on performance and community satisfaction. The confidence level has a positive and significant direct effect on performance but not on community satisfaction. Performance and SP2HP have partially positive and significant effects on community satisfaction. While the indirect effect shows that service quality affects community satisfaction through mediating performance, the level of confidence does not significantly affect community satisfaction through mediating performance. SP2HP does not moderate the relationship between performance and community satisfaction.