The Influence of Service Quality and Employee Competence on Public Satisfaction with Public Services at the Jujuhan Sub-district Office, Bungo Regency

Wandira Wandira; Alex Ferdinal; Kelik Purwanto

doi:10.63922/ijebir.v5i05.6048

Wandira Wandira Program Studi Manajemen Fakultas Hukum Dan Ekonomi Bisnis Universitas Dharmas Indonesia
Alex Ferdinal Program Studi Manajemen Fakultas Hukum Dan Ekonomi Bisnis Universitas Dharmas Indonesia
Kelik Purwanto Program Studi Manajemen Fakultas Hukum Dan Ekonomi Bisnis Universitas Dharmas Indonesia

DOI: https://doi.org/10.63922/ijebir.v5i05.6048

Keywords: Employee Competence, Public Satisfaction, Service Performance, Service Quality, Public Service

Abstract

Public satisfaction is an important indicator in assessing public service performance and reflects the ability of services to meet public expectations. This study aims to analyze the influence of service quality and employee competence on public satisfaction at the Jujuhan Sub-district Office, Bungo Regency. The study used a quantitative approach with descriptive and associative methods. The study population was the public who used the service, with 170 respondents selected through purposive sampling. Data were collected using a five-point Likert scale questionnaire and analyzed through validity, reliability, classical assumptions, multiple linear regression, coefficient of determination, t-test, and F-test. The results showed that service quality had a positive and significant effect on public satisfaction (t = 10.831; p < 0.001), while employee competence also had a positive and significant effect (t = 2.027; p = 0.044). Simultaneously, both variables had a significant effect with an R² value of 0.696. In conclusion, improving service quality and employee competence together can strengthen public satisfaction. The results of the study provide practical implications for improving service quality and the capacity of local government apparatus.

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