Title:
THE INFLUENCE OF SERVICE QUALITY AND ONLINE SERVICE FACILITY ON THE PERFORMANCE OF THE DITINTELKAM POLDA ACEH AND ITS IMPACT ON SERVICE RECIPIENT COMMUNITY SATISFACTION OF POLICE RECORD CERTIFICATE (SKCK) ISSUANCE

Authors:
Cut Rahmi Desita Rijaya , Muhammad Adam and Mukhlis*

Abstract:
This research aims to test the mediating role of organizational performance on service quality and online service facilities' influence on community satisfaction. The population was all people who have received the issuance of a Police Record Certificate (SKCK) in The Directorate of Security Intelligence for the Aceh Regional Police (Ditintelkam Polda Aceh) in 2021 as much as 4401. The number of samples used was 367 people taken using the Slovin formula. Data were analyzed using the Structural Equation Modeling (SEM) method. The result concludes Service Quality influences Organizational Performance, Online Service Facility influences organizational Performance, Service quality influences Community Satisfaction, Online Service Facility influences Community Satisfaction, Organizational Performance influences Community Satisfaction, Service quality influences Community Satisfaction through Organizational Performance, and Online Service Facility influences Community Satisfaction through Organizational Performance. The test also proves that Organizational performance acts as a partial mediator. All of these results reveal that the model of increasing public satisfaction with police services in Indonesia is proven to be a function of improving service quality and online service facilities, so it makes the improvement of police performance in serving. The proof of the model also generates new premises, using previous theories that are combined into a model.