The Effect of Officer Competency and Communication on User Satisfaction of Electronic Procurement Services with Service Quality as A Mediation Variable
DOI:
https://doi.org/10.38035/dijdbm.v7i5.7167Keywords:
Officer Competence, Officer Communication, Service Quality, User Satisfaction, LPSE, PLS-SEMAbstract
This study aims to analyze the influence of officer competence and officer communication on user satisfaction of Electronic Procurement Services (LPSE) with service quality as a mediating variable at the Ministry of Villages and Development of Disadvantaged Regions. The study used a quantitative approach with a survey method. The research sample consisted of 165 providers who registered and were active in SPSE in 2025. The sample was determined using a purposive sampling technique. The results showed that officer competence had a positive effect on service quality with a coefficient of 0.400. Officer communication also had a positive effect on service quality with a coefficient of 0.490. Furthermore, service quality had a positive effect on user satisfaction with a coefficient of 0.798. However, officer competence and officer communication did not show a direct effect on user satisfaction. The results of the indirect effect test showed that service quality acted as a full mediating variable in the relationship between officer competence and officer communication on user satisfaction. These findings indicate that officer competence and communication do not directly shape user satisfaction, but are first realized through services that are easily accessible, thorough, fast, timely, friendly, and in accordance with user needs
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