Preprint Article Version 1 Preserved in Portico This version is not peer-reviewed

Factors Influencing Citizen Satisfaction in Getting Public Service (Case Study: The Service User of the Investment and One Stop Service Agency of Tanah Bumbu Regency in 2018)

Version 1 : Received: 12 November 2019 / Approved: 13 November 2019 / Online: 13 November 2019 (15:53:45 CET)

A peer-reviewed article of this Preprint also exists.


The present study explained factors influencing citizen satisfaction service in the Investment and One-Stop Service Agency of Tanah Bumbu Regency. In particular, this research analyses the level of citizen satisfaction and the extent to which Awareness, Rules, Organizational, Income, Skill-Ability, and Service Facility Factor influence Citizen Satisfaction. This study uses a mixed methodology with a sequential explanatory strategy. Using the incidental sampling with Slovin's Formula to calculate the number of samples is 93 respondents. The quantitative data were analyzed by the SmartPLS 3.0 program. The findings showed that the level of citizen satisfaction is included in the category "Satisfied". Furthermore, the variable of Citizen Satisfaction is influenced by variables of Awareness, Rules, Organizational, Income, Skill-Ability dan Service Facility Factor for 70,5%. Whereas Awareness, Rules, Organizational, and Skill-Ability Factor has a significant influence on Citizen Satisfaction. Besides, Income and Service Facility Factor do not have a significant influence on Citizen Satisfaction.


citizen satisfaction; public service; one-stop service; one-stop service agency


Social Sciences, Political Science

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