Pengaruh Kualitas Informasi, Responsivitas, dan Kepercayaan terhadap Kepuasan Pelanggan pada Media Sosial Perusahaan Layanan Publik @Perumdatirtakanjuruhan

Abstract

Abstract

The purpose of this study is to investigate the impact of information quality, responsiveness, and trust on customer satisfaction via the Instagram account @perumdatirtakanjuruhan. A quantitative technique with a causal associative design was used. The population consisted of people who have interacted with the Instagram account, and 120 respondents were chosen by purposive sampling. Primary data were gathered using an online questionnaire with a five-point Likert scale and analyzed using multiple linear regression, which was supported by validity, reliability, classical assumption, t-test, and F-test analyses. The findings show that information quality and trust have a positive and significant impact on consumer satisfaction, however responsiveness has no significant influence. Information quality, responsiveness, and trust have a considerable impact on customer satisfaction, accounting for 94.6% of the variance (Adjusted R² = 0.946). The results indicate that information quality and trust are the most essential aspects in increasing consumer satisfaction with Perumda Tirta Kanjuruhan's social media services. As a result, the organization should provide accurate, relevant, and understandable information while building client confidence through honest, transparent, and consistent communication..

Keywords: Information Quality, Responsiveness, Trust, Customer Satisfaction, Instagram.