THE INFLUENCE OF SYSTEM QUALITY AND SERVICE QUALITY OF POLICE RECORDS OF SECURITY INTELLIGENCE UNIT ON THE LEVEL OF COMMUNITY SATISFACTION IN THE JURISDICTION OF SIDOARJO CITY POLICE RESORT

1.Irwanto,
2.Vita Mayastinasari
1,2 Postgraduate Program, Police Studies, Police Science College, Jakarta
E-mail: irwanto.ptik73@gmail.com

Citation: Irwanto, Vita Mayastinasari, The Influence of System Quality and Service Quality of Police Records of Security Intelligence Unit on the Level of Community Satisfaction in the Jurisdiction of Sidoarjo City Police Resort, Management Technology and Security
International Journal, pages 533-544, http://doi.org/10.47490/mtsij.v3.i1.533544
Received on 1 June 2021, Accepted on 6 December 2021, Published on 21 February 2022

ABSTRACT
This study aims to examine the influence of system quality and service quality of police record online service of security and intelligence unit on community satisfaction in Sidoarjo City Police Resort. The study employs the Parasuraman’s theory of service
quality regarding service quality and community satisfaction as stated by Kotler in Lupiyoadi (2013) and the concept proposed by Memtaz and Papadomichelaki (2011) regarding e-Govqual. The research employs the quantitative approach with a survey method. There are 100 police record online applicants at Sidoarjo City Police Resort as the respondents. Furthermore, analysis and data processing are carried out using validity, reliability, classical assumption tests, multiple regression analysis and hypothesis testing
using SPSS V.2.00 software. The results show that the system quality and service quality of police record online service partially had a positive and significant influence on community satisfaction. Simultaneously, the two independent variables (system quality and
service quality) have a positive and significant effect on community satisfaction.

Keywords: #policerecord #online, #systemquality, #servicequality; #satisfaction