Electronic Theses and Dissertation

Penelitian ini bertujuan untuk menguji pengaruh variabel independen terhadap variabel dependen atau peran mediasi kinerja organisasi pada pengaruh kualitas pelayanan dan fasilitas pelayanan online terhadap kepuasan masyarakat. populasi pada penelitian ini adalah seluruh masyarakat yang pernah mendapatkan penerbitan surat keterangan catatan kriminal (skck) di direktorat intelijen keamanan polda aceh pada tahun 2021 yaitu sebanyak 4401. jumlah sampel yang digunakan adalah sebanyak 367 orang yang diambil menggunakan rumus slovin. analisis data dalam penelitian ini menggunakan metode structural equation modelling (sem). hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kinerja organisasi, fasilitas pelayanan online berpengaruh terhadap kinerja organisasi, kualitas pelayanan berpengaruh terhadap kepuasan masyarakat, fasilitas pelayanan online berpengaruh terhadap kepuasan masyarakat, kinerja organisasi berpengaruh terhadap kepuasan masyarakat, kinerja organisasi memediasi secara parsial pengaruh kualitas pelayanan dan fasilitas pelayanan online terhadap kepuasan masyarakat. kata kunci: kepuasan masyarakat, kinerja organisasi, kualitas pelayanan, fasilitas pelayanan online

This study aims to examine the effect of the independent variable on the dependent variable or the mediating role of organizational performance on the effect of service quality and online service facilities on community satisfaction. The population in this study were all people who had received the issuance of a Certificate of Criminal Records (SKCK) at the Directorate of Security Intelligence of the Aceh Police in 2021, namely 4401. The number of samples used was 367 people who were taken using the slovin formula. Data analysis in this study used the method of Structural Equation Modeling (SEM). The results show that Service Quality has an effect on Organizational Performance, Online Service Facilities have an effect on Organizational Performance, Service Quality has an effect on Community Satisfaction, Online Service Facilities have an effect on Community Satisfaction, Organizational Performance has an effect on Community Satisfaction, Organizational Performance partially mediates the influence of Service Quality and Online Service Facilities for Community Satisfaction. Keywords: Community Satisfaction, Organizational Performance, Service Quality, Online Service Facilities