The Influence of Service Quality on Public Satisfaction Mediated by Public Trust in Baruga District, Kendari City

This study aims to analyze the effect of service quality on public satisfaction mediated by public trust in Baruga District, Kendari City. The research method used is quantitative with data collection techniques through a survey of 384 randomly selected respondents. Data analysis was carried out using SPSS software. The results of the study indicate that service quality has a positive and significant effect on public satisfaction, service quality has a positive and significant effect on public trust, public trust has a positive and significant effect on public satisfaction, and trust significantly mediates the effect of service quality on public satisfaction, where public trust can strengthen the effect of service quality in increasing public satisfaction. This study provides implications that improving service quality must be accompanied by efforts to build public trust to maximize public satisfaction.