How does Good Corporate Governance create Customer Trust? The Role of Service Quality and Corporate Image

This study aims to build a model and investigate the influence of good corporate governance (GCG) on the formation of public trust in using public services in Indonesia mediated by the role of service quality and corporate image. Public services provided by the government's institutions at this time have become a strategic issue, because the level of quality of public service performance is very influential on the good and bad services provided to the public as a determinant of the image of the government's institutions. This study stems from the problem that there are many studies that have been done and published on the topic of corporate governance but still a bit of them talking about the influence on the quality of service that is provided to create confidence in the public/customers. The data collection was carried out using a survey method through a structured questionnaire with a ten-point Likert scale. Total respondents in this study were 200 community users of health public service facilities in several major cities in Indonesia, which were then analyzed using structural equation models (SEM). The results showed that the implementation of GCG can build public trust strengthened by the role of providing quality services and good corporate image.