PENGARUH KUALITAS INFORMASI TERHADAP INDEKS KEPUASAN MASYARAKAT DI PENGADILAN AGAMA DAERAH ISTIMEWA YOGYAKARTA DENGAN KINERJA PELAYANAN SEBAGAI VARIABEL INTERVENING

Authors

  • Ade Ayu Damayanti Astuti Wijaya

DOI:

https://doi.org/10.32477/jrm.v8i1.247

Keywords:

Influence of Information Quality, Service Performance, Satisfaction Index Public

Abstract

This study aimed to provide empirical findings about the effect of information quality on the community satisfaction index with service performance as an intervening variable. This study used a mixed methods research which is combining quantitative methods and qualitative methods to obtain comprehensive results. The research population was all people who filed a lawsuit / petition in the Religious Courts in the Special Region of Yogyakartagreather than 100 people. The sampling technique in this research used a purposive sampling method. The sample of this research is 100 people who filed a lawsuit / petition in the Religious Courts in the Special Region of Yogyakarta. Interview informants in this study were 1 employee each in the area of the Religious Courts in the Special Region of Yogyakarta. The analysis technique used is to use the Partial Least Square (PLS) data analysis tool. The results showed that the quality of information had a positive and significant effect on the community satisfaction index in the Religious Courts in the Special Region of Yogyakarta with service performance as intervening variable. Community satisfaction index can be influenced directly or indirectly. The direct effect is greater than the indirect effect. This means that the mediating variable of service performance has not synergized with the quality of information to increase the community satisfaction index in the Religious Courts in the Special Region of Yogyakarta.

Author Biography

Ade Ayu Damayanti Astuti Wijaya

STIE Widya Wiwaha Yogyakarta

References

Carrillat et al, 2007. Examining the Impact of Service Quality: a Meta Analysis of Empirical Evidence. J. Mark. Theory Pract., No. 2 Vol. 17, 95–110.
Cronin, J.J, T., S.A., 1992. Measuring Service Quality: A Reexaminataion and Extension. J. Mark. 55–68.
DeLone, W.H, M., E.R., 2003. Information Systems Success: The Quest for the Dependent Variable. Inf. Syst. Res. 60–95.
Douglas, T.J., J., 2001. Total quality management implementation and competitive advantage: the role of structural control and exploration. Acad. Manage. J. Volume 4, 158–169.
Ghozali, I., 2013. Aplikasi Analisis Multivariate dengan Program IBM SPSS 21Update PLS Regresi. Badan Penerbit UniversitasDiponegoro, Semarang.
Giam, R., 2015. Analisis Tingkat Kepuasan Pengguna Jasa Layanan Asrama Mahasiswa X. Bus. Manag. J., No. 2 Vol. 11.
Hurriyati, R., 2015. Bauran Pemasaran dan Loyalitas Konsumen. Alfabeta, Bandung.
Kaynak, H., 2003. The relationship between total quality management practices and theireffects on firm performance. J. Oper. Manag. 405–435.
Livari, J., 2005. An Empirical Test of the DeLone and McLean Model of Information System Success, Database for Advances in Information Systems, Spring.
Muhamad, F.A., 2014. Pengaruh Kualitas Sistem, Kualitas Informasi, Kualitas Layanan, dan Partisipasi Pengguna Terhadap Kepuasan Pengguna Sistem: Studi Kasus pada Bagian Operasional VSAT IP PT. Semesta Citra Media. Jurnal Lentera ICT 2, 14.
Muttaqin, G.F., Dharmayanti, R., 2015. Pengaruh Implementasi Total Quality Management Terhadap Kinerja Keuangan dengan Kualitas Kinerja sebagai Variabel Intervening. Jurnal Akuntansi 19.
Niska S., Lilia S., P.K., 2017. Analisis kepuasan masyarakat terhadap kualitas pelayanan pengadilan agama kabupaten Kediri dengan pendekatan logika fuzzy. J. Mat. Dan Pendidik. Mat., no 2 vol 2, 119–127.
Seddon, P.B, 1997. A respecification and extension of the delone and mclean’s model of IS success. Inf. Syst. Res., No 8 Vol 9, 240–250.
Sugiyono, 2014. Metode Penelitian Manajmen. Alfabeta, Bandung.
Sutarman, 2012. Pengantar Teknologi Informasi. PT. Bumi Aksara, Jakarta.
Terry, George R, 2004. Prinsip-prinsip Manajemen. Bumi Aksara, Jakarta.
Tjiptono, F., 2016. Service Quality dan Satisfaction. Andi, Yogyakarta.
Tranggono, 2008. Pengaruh Kepuasan Kerja terhadap Kepuasan Konsumen melalui Kinerja Karyawan Pada Atlas Sport Club Surabaya.

Downloads

Published

25-01-2021

How to Cite

Astuti Wijaya, A. A. D. (2021). PENGARUH KUALITAS INFORMASI TERHADAP INDEKS KEPUASAN MASYARAKAT DI PENGADILAN AGAMA DAERAH ISTIMEWA YOGYAKARTA DENGAN KINERJA PELAYANAN SEBAGAI VARIABEL INTERVENING. Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen, 8(1), 55–66. https://doi.org/10.32477/jrm.v8i1.247