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Assessing Public Satisfaction in the Unit of Quick Reaction of Jakarta Transportation Agency
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This study aims to analyze the impact of officers’ ability and communication skill mediated by the quality of
community services on community satisfaction. The low ability of administrative officers in operating
technology for the Customer Relationship Management (CRM) application is thought to have a strong
relationship with the level of community satisfaction at the Quick Reaction Unit of Transportation Agency of
Jakarta Province, Indonesia. The delay in prosecuting community reports is thought to have a strong
relationship with the level of community satisfaction at the Jakarta Provincial Transportation Agency. The
research method used is descriptive research using SEM-PLS analysis, evaluation of measurement models, and
evaluation of structural models. The research was conducted at the Quick Reaction Unit of Transportation
Agency of Jakarta Province. The sampling technique used is probability sampling with a sample size of 100
people. The results showed that there was a significant influence between the ability and communication skill
of officers on the quality of community services. Another finding is that community satisfaction is
significantly influenced by the quality of community services at the Quick Reaction Unit of Transportation
Agency of Jakarta Province.
KEYWORDS: officer ability, officers communication, community service quality, community satisfaction,
customer relationship management, quick reaction unit, transportation agency.
Prasadja Ricardianto - Personal Name
Aswanti Setyawati - Personal Name
Dian Artanti Arubusman - Personal Name
Amrulloh Ibnu Kholdun - Personal Name
Annisa Maya Utami - Personal Name
Aswanti Setyawati - Personal Name
Dian Artanti Arubusman - Personal Name
Amrulloh Ibnu Kholdun - Personal Name
Annisa Maya Utami - Personal Name
THE American Journal of Humanities and Social Scie
2581-8868
NONE
electronic file
English
THE AJHSSR Journal
2021
THE American Journal of Humanities and Social Sciences Research (THE AJHSSR) Volume-04, Issue-05, pp-11-21
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