The Influence of Service Quality and Institutional Image on Community Satisfaction (Empirical Study on Gajahmungkur Subdistrict, Semarang)

Abstract

This study aims to analyze how service quality and institutional image influence community satisfaction. The research method used is explanatory quantitative research. The population in this study is the residents of Gajahmungkur Subdistrict in Gajahmungkur District. The sample used in this study consists of 98 respondents, who are residents of Gajahmungkur Subdistrict, selected through accidental sampling technique. Based on the results of the study and discussion, the conclusions of this study are as follows: Service quality has a positive and significant impact on community satisfaction; similarly, institutional image also has a positive and significant effect on community satisfaction. Therefore, community satisfaction can be improved through the enhancement of institutional image and service quality.