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All Journal Jurnal Pengabdian kepada Masyarakat International Journal of Education, Social Studies, And Management (IJESSM) Jurnal Pajak dan Bisnis (Journal of Tax and Business) Jurnal Pengabdian Inovasi dan Teknologi Kepada Masyarakat International Journal of Advanced Multidisciplinary Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis IJBEM : Indonesian Journal of Business Economics and Management International Journal of Information System and Innovation Management
Jusmarni, Jusmarni
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Journal : International Journal of Advanced Multidisciplinary

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The Effect of Work Facilities and Work Effectiveness on Public Satisfaction Through Service Quality at The Tungkal Ilir District Office, West Tanjung Jabung Regency Jusmarni, Jusmarni; Zahari, M.; Yamali, Fakhrul Rozi
International Journal of Advanced Multidisciplinary Vol. 4 No. 4 (2026): International Journal of Advanced Multidisciplinary (January - March 2026)
Publisher : Green Publisher

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Abstract

Public satisfaction is a key indicator of successful public service delivery. Achieving this satisfaction is inseparable from the availability of work facilities and the effectiveness of staff, which can drive optimal service quality. This study aims to analyze the influence of work facilities and work effectiveness on public satisfaction through service quality at the Tungkal Ilir District Office, West Tanjung Jabung Regency. This study used a quantitative approach with a survey method. The study population consisted of 396 service recipients, with a sample size of 123 respondents determined using the Slovin formula with a 7.5% margin of error. Data collection was conducted using a questionnaire with a five-level Likert scale. Data analysis used path analysis based on Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The results showed that work facilities and work effectiveness had a positive and significant effect on service quality. Furthermore, service quality had a positive and significant effect on public satisfaction. The results of the mediation test indicated that service quality was able to mediate the influence of work facilities and work effectiveness on public satisfaction. These findings confirm that improvements in work facilities and the effectiveness of civil servants need to be continuously optimized to improve service quality and public satisfaction.
The Effect of Work Facilities and Work Effectiveness on Public Satisfaction Through Service Quality at The Tungkal Ilir District Office, West Tanjung Jabung Regency Jusmarni, Jusmarni; Zahari, M.; Yamali, Fakhrul Rozi
International Journal of Advanced Multidisciplinary Vol. 4 No. 4 (2026): International Journal of Advanced Multidisciplinary (January - March 2026)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Public satisfaction is a key indicator of successful public service delivery. Achieving this satisfaction is inseparable from the availability of work facilities and the effectiveness of staff, which can drive optimal service quality. This study aims to analyze the influence of work facilities and work effectiveness on public satisfaction through service quality at the Tungkal Ilir District Office, West Tanjung Jabung Regency. This study used a quantitative approach with a survey method. The study population consisted of 396 service recipients, with a sample size of 123 respondents determined using the Slovin formula with a 7.5% margin of error. Data collection was conducted using a questionnaire with a five-level Likert scale. Data analysis used path analysis based on Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The results showed that work facilities and work effectiveness had a positive and significant effect on service quality. Furthermore, service quality had a positive and significant effect on public satisfaction. The results of the mediation test indicated that service quality was able to mediate the influence of work facilities and work effectiveness on public satisfaction. These findings confirm that improvements in work facilities and the effectiveness of civil servants need to be continuously optimized to improve service quality and public satisfaction.
Co-Authors Adriyani, Annesa Agusra, Dodi Akbar, Y Rahmat Aswad, Hijratul diana, Rahma Durya, Ngurah Pandji Mertua Agung Enjelika, Putri Halawa, Dewiman Hsb, Khoirun Nisa M. Zahari Nurdiani, Tanti Widia Prihastuti, Asepma Hygi Purwati, Astri Ayu Ratih Kusumastuti Refni Sukmadewi Saipul Al Sukri Setiawati Setiawati Sofyan, Deviana Suci Ramadhani, Suci Zain, Irsyadi