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This research is to examine and prove empirically the influence of service quality and service fairness on public satisfaction and trust. This research is an explanatory research that aims to explain the causal relationship between the variables by using quantitative approach. The population of this research was all the public users or the public receiving services at the Department of Population and Civil Registration of Jayapura city government. The sampling was done by multiplying the number of variables with number 25. The analysis method used to answer the hypothesis in this research was GSCA (Generalized Structured Component Analysis). The results of the study showed that (1) the service quality and service fairness significantly influenced the public satisfaction, (2) the public satisfaction also had a significant influence on the public trust, (3) the service quality and (4) service fairness had no significant influence on the public trust, (5) The testing results of indirect relationship showed that the public satisfaction was significant as the mediation of the relationship between the service quality and public trust, and (6) the public satisfaction was the mediation of the relationship between the service fairness and public trust.

russian journal of agricultural and socio-economic sciences

ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY, SERVICE FAIRNESS ON PUBLIC SATISFACTION AND TRUST: A STUDY ON THE USERS OF PUBLIC SERVICES IN THE POPULATION AND CIVIL REGISTRATION DEPARTMENT OF JAYAPURA CITY GOVERNMENT OF PAPUA PROVINCE, INDONESIA