Pengaruh Citra Instansi dan Kualitas Layanan terhadap Kepuasan dengan Kepercayaan Sebagai Variabel Intervening pada Klien UPTD PPA Kota Langsa

Abstract

This research is based on the phenomenon of insufficient outrIUIch and counseling conducted by UPTD PPA in langsa and the clients' satisfaction and trust to do accompanying and fostering families and children. Consequently, the existing issues in Langsaproceed to the final stage without any mediation through the counsellors or psychologists. The objectNe of this research is to identify and analyze the influence of the ins1itutio11's image and service quality on clients' satisfaction with trust as an intervening variable in the clients of UPTD PPA in l angsa. The primwy data are obtained directly' from 140 respondents. The sampling method used is non-probability sampling with accidental sampling technique. The questionnaires were analyzed by using the quantitative analytic method, aided by SPSS software. The resu/J of this study shows that instilution's image and service quality signijicant.ly affect client trust and institution's image, service quality, and client trust significantly influence clients' satisfaction. Additionally, the mediation variable has influence on client trust in institution·s image and service qualityon clienls' satisfaction.