The Effect of Employee Competencies and Work Facilities on Community Satisfaction with Service Quality as an Intervening Variable in East Muara Sabak District, East Tanjung Jabung Regency
DOI:
https://doi.org/10.38035/dijdbm.v7i5.7459Keywords:
Employee Competency, Work Facilities, Service Quality, Public Satisfaction, Path AnalysisAbstract
This study aims to analyze the influence of employee competence and work facilities on public satisfaction, with service quality as an intervening variable in Muara Sabak Timur District, Tanjung Jabung Timur Regency. The study used a quantitative approach with a survey method. The study population was 33,200 residents receiving services in Muara Sabak Timur District, Tanjung Jabung Timur Regency. The sample size was determined using the Slovin formula with a 10% margin of error, resulting in a sample of 100 respondents selected using probability sampling techniques. Data were collected through a Likert-scale questionnaire and analyzed using Path Analysis with IBM SPSS to test the direct and indirect effects between variables. The results showed that employee competence and work facilities had a positive and significant effect on service quality. Employee competence, work facilities, and service quality also had a positive and significant effect on public satisfaction. Furthermore, service quality was shown to mediate the influence of employee competence and work facilities on public satisfaction. Research findings indicate that improving employee competency, supported by adequate work facilities, can improve service quality, thereby increasing public satisfaction with public services in Muara Sabak Timur District, Tanjung Jabung Timur Regency
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