Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)

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The Influence of Ethics and Communication on Community Satisfaction Through the Quality of Service of Dukuh Menanggal Subdistrict Employees in Surabaya

Authors
Riyan Sisiawan Putra1, *, Tri Siwi Agustina2, Dwi Novitasari1, Clarisa Savina Pradita1
1Universitas Nahdlatul Ulama Surabaya, Surabaya, Indonesia
2Universitas Airlangga, Surabaya, Indonesia
*Corresponding author. Email: riyan_sisiawan@unusa.ac.id
Corresponding Author
Riyan Sisiawan Putra
Available Online 30 April 2025.
DOI
10.2991/978-94-6463-698-7_22How to use a DOI?
Keywords
Ethics; Communication; Community Satisfaction; Service Quality
Abstract

Community satisfaction is the opinion of the community in obtaining services from public service delivery officials by comparing their expectations and needs. This research aims to determine the influence of ethics and communication on community satisfaction through service quality. To achieve the objectives of this research, researchers distributed questionnaires via Google Forms online and directly analyzed them using the Smart PLS 4 method. The respondents for this research were 100 people of Dukuh Menanggal Village of productive age. The results of this research show that ethics has a positive and significant effect on public satisfaction, communication has a positive and insignificant effect on public satisfaction, ethics has a positive and significant effect on service quality, communication has a positive and significant effect on service quality, service quality has a positive and significant effect on community satisfaction, ethics has a positive and significant influence on community satisfaction through service quality. Communication has a significant influence on community satisfaction through service quality.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
30 April 2025
ISBN
978-94-6463-698-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-698-7_22How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Riyan Sisiawan Putra
AU  - Tri Siwi Agustina
AU  - Dwi Novitasari
AU  - Clarisa Savina Pradita
PY  - 2025
DA  - 2025/04/30
TI  - The Influence of Ethics and Communication on Community Satisfaction Through the Quality of Service of Dukuh Menanggal Subdistrict Employees in Surabaya
BT  - Proceedings of the 3rd International Conference on Management and Business (ICOMB 2024)
PB  - Atlantis Press
SP  - 200
EP  - 206
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-698-7_22
DO  - 10.2991/978-94-6463-698-7_22
ID  - Putra2025
ER  -