THE INFLUENCE OF SERVICE QUALITY AND TRUST ON COMMUNITY SATISFACTION MEDIATED EMPLOYEE PERFORMANCE (CASE STUDY AT PEDURUNGAN TENGAH SUBDISTRIC, PEDURUNGAN DISTRICT, SEMARANG CITY)

Abstract

The performance of employees in Pedurungan Tengah Subdistrict, Pedurungan District, Semarang City is experiencing problems, where there has been a decline in the quality of service and public trust which has had an impact on decreasing public satisfaction with the public services that have been provided. The aim of this research is to determine the impact of service quality, partial and simultaneous trust on employee performance, the impact of service quality, trust and partial employee performance on community satisfaction and the role of employee performance in mediating the impact of
service quality and partial trust on community satisfaction. The population in this research are all people who receive public services from subdistrict employees. The number of samples taken in this study was determined using the Slovin formula. The data analysis techniques used are Stepwise Linear Regression and Path Analysis. The results of the analysis show that service quality and trust partially and simultaneously have a positive and significant impact on employee performance. Service quality and trust partially have a positive and significant impact on community satisfaction, employee performance has no impact on community satisfaction, employee performance does not mediate the impact of service quality on community satisfaction and employee performance does not mediate the impact of trust on community satisfaction.

Keywords : service quality, trust, employee performance and community satisfaction