THE INFLUENCE OF ACCESSIBILITY, SERVICE QUALITY, AND TRUST LEVEL ON USER SATISFACTION (A STUDY AT THE LAND OFFICE OF LAMONGAN REGENCY)

Authors

  • Mochammad Hanafi Abdullah Islamic University of Lamongan Author
  • Ratna Handayati Islamic University of Lamongan Author
  • Mohammad Yaskun Islamic University of Lamongan Author
  • Akhlis Priya Pambudi Islamic University of Lamongan Author

Keywords:

Accessibility, Service Quality, Trust Level, User Satisfaction, Land Administration, BPN Lamongan

Abstract

This study aimed to analyze the influence of accessibility, service quality, and trust level on user satisfaction at the Land Office of Lamongan Regency. Using a quantitative approach, data were collected from 97 service users through questionnaires. Multiple linear regression analysis was conducted using SPSS. The results indicated that accessibility, service quality, and trust level each had a positive and significant partial effect on user satisfaction, with accessibility being the most dominant factor. Simultaneously, the three independent variables significantly influenced user satisfaction, as demonstrated by the F-value of 65.271 and a significance level of 0.000. The coefficient of determination (R²) showed that 67.8% of the variation in user satisfaction could be explained by these three variables. These findings suggest that improving accessibility, maintaining service quality, and building public trust are essential strategies for enhancing user satisfaction in land-related public services.

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Published

2025-07-01

Issue

Vol. 1 No. 1 (2025): National Innovation Conference on Economics and Business (NICEBIS) Proceedings

Section

Articles