The Influence of Ethics and Communication on Community Satisfaction Through the Quality of Service of Dukuh Menanggal Subdistrict Employees in Surabaya

Riyan Sisiawan Putra (), Tri Siwi Agustina, Dwi Novitasari and Clarisa Savina Pradita
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Riyan Sisiawan Putra: Universitas Nahdlatul Ulama Surabaya
Tri Siwi Agustina: Universitas Airlangga
Dwi Novitasari: Universitas Nahdlatul Ulama Surabaya
Clarisa Savina Pradita: Universitas Nahdlatul Ulama Surabaya

A chapter in Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024), 2025, pp 200-206 from Springer

Abstract: Abstract Community satisfaction is the opinion of the community in obtaining services from public service delivery officials by comparing their expectations and needs. This research aims to determine the influence of ethics and communication on community satisfaction through service quality. To achieve the objectives of this research, researchers distributed questionnaires via Google Forms online and directly analyzed them using the Smart PLS 4 method. The respondents for this research were 100 people of Dukuh Menanggal Village of productive age. The results of this research show that ethics has a positive and significant effect on public satisfaction, communication has a positive and insignificant effect on public satisfaction, ethics has a positive and significant effect on service quality, communication has a positive and significant effect on service quality, service quality has a positive and significant effect on community satisfaction, ethics has a positive and significant influence on community satisfaction through service quality. Communication has a significant influence on community satisfaction through service quality.

Keywords: Ethics; Communication; Community Satisfaction; Service Quality (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-698-7_22

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DOI: 10.2991/978-94-6463-698-7_22

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