The influence of service quality on community satisfaction at the Tumori village office West Gunungsitoli subdistrict Gunungsitoli city
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Abstract
When it comes to meeting the requirements and desires of individuals and groups, service quality is everything that they hope for. Stated differently, service quality is primarily determined by two factors: the perceived and expected level of service. When the level of service provided satisfies expectations, it is considered to be of an ideal or good quality. On the other hand, a service's perceived quality is negatively impacted if it falls short of expectations. As a result, the ability of the service provider to continuously satisfy client expectations determines the quality of the service. People become unhappy when service delivery falls short of their expectations. If the services live up to expectations, people will be happier. The purpose of the study is to determine the degree to which community satisfaction at the Tumori Village Office, West Gunungsitoli District, Gunungsitoli City, is influenced by service quality, as well as the relationship between the two. Based on the research that has been conducted, it is concluded that service quality influences community satisfaction and shows that service quality has a positive influence on community satisfaction. The results of the research indicate that community satisfaction is positively impacted by service quality, and that service quality itself influences community contentment.
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How to Cite
Zebua, I. D. F., Larosa, Y. M., Hulu, F., & Waruwu, S. (2024). The influence of service quality on community satisfaction at the Tumori village office West Gunungsitoli subdistrict Gunungsitoli city: . ProBisnis : Jurnal Manajemen, 15(2), 126–130. Retrieved from http://ejournal.joninstitute.org/index.php/ProBisnis/article/view/480
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Almohammed, O. A., Alnogaidan, R. A., Ghannam, F. O., Alqahtani, R. S., Aloraini, S. K., & Abanmy, N. O. (2023). Public awareness of online pharmacies, consumers’ motivating factors, experience and satisfaction with online pharmacy services, and current barriers and motivators for non-consumers: The case of Saudi Arabia. Saudi Pharmaceutical Journal, 31(8), 101676. https://doi.org/10.1016/j.jsps.2023.06.009
Asiri, I. M., Alrastal, D. Y., Alaqeel, R. K., Alotaibi, F. M., Kurdi, S. M., Alshayban, D. M., Alsultan, M. M., Almalki, B. A., AlShehail, B. M., ALZlaiq, W. A., Alotaibi, M. M., & Alanazi, M. S. (2024). A survey of drive-thru pharmacy services: Evaluating the acceptance and perspectives of community pharmacists in Saudi Arabia. Saudi Pharmaceutical Journal, 32(1), 101924. https://doi.org/10.1016/j.jsps.2023.101924
Barve, S. S., & Yeravdekar, R. C. (2023). Assessment of patients’ satisfaction about the healthcare services provided by a health promoting university in India: A mixed-method study. Clinical Epidemiology and Global Health, 24(May), 101421. https://doi.org/10.1016/j.cegh.2023.101421
Basile, L. J., Carbonara, N., Panniello, U., & Pellegrino, R. (2024). The role of big data analytics in improving the quality of healthcare services in the Italian context: The mediating role of risk management. Technovation, 133(May 2023), 103010. https://doi.org/10.1016/j.technovation.2024.103010
Benmohamed, N., Shen, J., & Vlahu-Gjorgievska, E. (2024). Public value creation through the use of open government data in Australian public sector: A quantitative study from employees’ perspective. Government Information Quarterly, 41(2), 101930. https://doi.org/10.1016/j.giq.2024.101930
Bilal, M., Zhang, Y., Cai, S., Akram, U., & Halibas, A. (2024). Artificial intelligence is the magic wand making customer-centric a reality! An investigation into the relationship between consumer purchase intention and consumer engagement through affective attachment. Journal of Retailing and Consumer Services, 77(December 2023), 103674. https://doi.org/10.1016/j.jretconser.2023.103674
Dabija, D. C., Brătianu, C., Dominici, G., & Vătămănescu, E. M. (2024). Unveiling e-learning and knowledge sharing during the pandemic: From expert skills perception to student satisfaction. Technology in Society, 77(November 2023). https://doi.org/10.1016/j.techsoc.2024.102538
Ferraro, O., Cristiano, E., & Veltri, S. (2024). The quality of voluntary sustainability reports in the Italian cooperative credit banks. Journal of Co-Operative Organization and Management, 12(1), 100230. https://doi.org/10.1016/j.jcom.2024.100230
Gül, İ., Helvacıoğlu, E. T., & Saraçlı, S. (2023). Service quality, outpatient satisfaction and loyalty in community pharmacies in Turkey: A structural equation modeling approach. Exploratory Research in Clinical and Social Pharmacy, 12(October). https://doi.org/10.1016/j.rcsop.2023.100361
Hollman, A. K., Obermier, T. R., & Andrews, J. R. (2024). A hard look at quality and policy from the lens of the rural internet consumer. Telecommunications Policy, December 2023, 102762. https://doi.org/10.1016/j.telpol.2024.102762
Kadić-Maglajlić, S., Lages, C. R., & Sobhy Temerak, M. (2024). Dual perspective on the role of xenophobia in service sabotage. Tourism Management, 101(October 2022). https://doi.org/10.1016/j.tourman.2023.104831
Li, X., Mpofu, E., Collins, S., Yin, C., & Shaw, T. (2023). Resident satisfaction indicators in long term care settings in the United States: A scoping review. Aging and Health Research, 3(4), 100164. https://doi.org/10.1016/j.ahr.2023.100164
López-Cabarcos, M. Á., & Piñeiro-Chousa, J. (2024). Illusion or reality? Building a metaverse community focused on value creation in the agricultural sector. International Journal of Information Management, 77(October 2023). https://doi.org/10.1016/j.ijinfomgt.2024.102782
Lubart, A., & Capelli, S. (2024). Gamification of the point of sale using hybrid-reality games: Non-players’ negative influence on players’ service experience. Technological Forecasting and Social Change, 203(December 2022), 123380. https://doi.org/10.1016/j.techfore.2024.123380
Misransyah, Risal, S., Khariry, M., Asmawatiy, C., Saputra, R. W., Sulandjari, S., & Elizabeth, R. (2023). Building trust through quality of service mediated with satisfaction to acceptors of family planning in the province of South Kalimantan. Heliyon, 9(2), e13142. https://doi.org/10.1016/j.heliyon.2023.e13142
Ojo, A., Rizun, N., Walsh, G., Mashinchi, M. I., Venosa, M., & Rao, M. N. (2024). Prioritising national healthcare service issues from free text feedback – A computational text analysis & predictive modelling approach. Decision Support Systems, 181(August 2022), 114215. https://doi.org/10.1016/j.dss.2024.114215
Ozuna, E., & Steinhoff, L. (2024). “Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions? Journal of Business Research, 177(April), 114582. https://doi.org/10.1016/j.jbusres.2024.114582
Pang, Y., Zhang, W., & Jiang, H. (2024). A socio-spatial exploration of rural livability satisfaction in megacity Beijing, China. Ecological Indicators, 158(19), 111368. https://doi.org/10.1016/j.ecolind.2023.111368
Pedroso, E., & Gomes, C. F. (2024). Disentangling the effects of top management on management accounting systems utilization. International Journal of Accounting Information Systems, 53(February 2022), 100678. https://doi.org/10.1016/j.accinf.2024.100678
Pitardi, V., Wirtz, J., Paluch, S., & Kunz, W. H. (2024). Metaperception benefits of service robots in uncomfortable service encounters. Tourism Management, 105(September 2023), 104939. https://doi.org/10.1016/j.tourman.2024.104939
Roy, S. K., Singh, G., Sadeque, S., & Gruner, R. L. (2024). Customer experience quality with social robots: Does trust matter? Technological Forecasting and Social Change, 198(October 2023), 123032. https://doi.org/10.1016/j.techfore.2023.123032
Sánchez-Sánchez, M. D., De-Pablos-Heredero, C., & Montes-Botella, J. L. (2024). Direct and moderating effects of COVID-19 on cultural tourist satisfaction. European Research on Management and Business Economics, 30(1). https://doi.org/10.1016/j.iedeen.2023.100238
Scarpi, D., & Pantano, E. (2024). “With great power comes great responsibility”: Exploring the role of Corporate Digital Responsibility (CDR) for Artificial Intelligence Responsibility in Retail Service Automation (AIRRSA). Organizational Dynamics, January. https://doi.org/10.1016/j.orgdyn.2024.101030
Sinha, N., Paul, J., & Singh, N. (2024). Mobile payments for bottom of the pyramid: Towards a positive social change. Technological Forecasting and Social Change, 202(December 2022), 123313. https://doi.org/10.1016/j.techfore.2024.123313
Stol, K. J., Schaarschmidt, M., & Morgan, L. (2024). Does adopting inner source increase job satisfaction? A social capital perspective using a mixed-methods approach. Journal of Strategic Information Systems, 33(1), 101819. https://doi.org/10.1016/j.jsis.2024.101819
Turja, T., Särkikoski, T., Koistinen, P., Krutova, O., & Melin, H. (2024). Job well robotized! – Maintaining task diversity and well-being in managing technological changes. European Management Journal, 42(1), 67–75. https://doi.org/10.1016/j.emj.2022.08.002
Wale, E., & Mkuna, E. (2023). Smallholder satisfaction with the quality of agricultural information, and their preferences among the sources: Empirical evidence from KwaZulu-Natal, South Africa. Journal of Agriculture and Food Research, 14(March), 100715. https://doi.org/10.1016/j.jafr.2023.100715
Wang, J., Wu, J., Sun, S., & Wang, S. (2024). The relationship between attribute performance and customer satisfaction: An interpretable machine learning approach. Data Science and Management, 7(3), 164–180. https://doi.org/10.1016/j.dsm.2024.01.003
Xie, Y., Yeoh, W., & Wang, J. (2024). How self-selection Bias in online reviews affects buyer satisfaction: A product type perspective. Decision Support Systems, 181(January), 114199. https://doi.org/10.1016/j.dss.2024.114199
Zabidi, N. A., Nazri, F., Syafinaz, I., Amin, M., Salahuddin, M., Basri, M., Basha, R. K., & Othman, S. H. (2022). Jo ur na l P. International Journal of Biological Macromolecules, 2(2), 33–47. https://doi.org/10.1016/j.dsm.2024.03.005