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Dirga Lestari
Universitas Mulawarman
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DETERMINANTS BEHIND PUBLIC SERVICE QUALITY: UNPACKING THE ROLE OF EMPLOYEE ENGAGEMENT IN THE NEXUS OF WORK-LIFE BALANCE AND DIGITAL COMPETENCE IN SAMBOJA DISTRICT Ameliya Bangun; Dirga Lestari; Ariesta Heksarini
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 6 (2026): MAY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20181193

Abstract

The increasing demand for responsive, transparent, and technology-based public services has placed government employees in increasingly complex work conditions, where service quality is shaped not only by systems and digital infrastructure but also by employees' work conditions and psychological attachment to their roles. This study aims to analyze the role of employee engagement in mediating the relationship between work-life balance and digital competence on public service quality in the Samboja District Office. A quantitative approach was employed using a survey method involving district-level government employees as respondents. The data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) to examine both direct and indirect relationships among variables. The findings indicate that work-life balance and digital competence significantly influence employee engagement, which subsequently contributes to the improvement of public service quality. In addition, employee engagement functions as a mediating variable that strengthens the relationship between both independent variables and service quality. These results suggest that improving public service quality cannot rely solely on enhancing technical capabilities and digital skills but must also consider employees' work-life balance and their level of engagement. Practically, this study provides implications for local governments in designing integrated human resource management policies that simultaneously promote employee well-being, digital competence development, and stronger engagement to achieve sustainable improvements in public service quality.
Co-Authors Abdul Kholiq Adilah, Nida Adnan Adnan Faturrahman Aji Mas Setiawan Alan Oktavian Alfin Nur Bahar Ameliya Bangun Andella Nur Handayani April Astiana Ariesta Heksarini Arinda, Puri Astiana, April Atis Nurjanah Berliana Inggit Lirifa Dahari, Dahari Desi Ratna Sari Devia Lorensa Dewi Isna Laili Dhanardhono Satrio Wiwoho Didy Rahman Dinda Ayu Putri Dio Caisar Darma Djoko Setiadi Djoko Setyadi DODDY Doddy Adhimursandi Dwi Alfiani Puspita Eny Rochaida Erli Abdi Mujibburrahman Erli Abdi Mujibburrahman Eti Ulfa Handa yani Farhurohman, Oman Fatkha, Magfirotul Fatmasari, Nensih Fety Setiawati Fikri Mu'tashim Fitrah Ramadaniati Fitri Handayani Gusti Muhammad Indra Rosmana Hadijah, Nur Siti Hanifa, Millata Harmina Hawi Heksarini, Ariesta Herning Indriastuti Humaeroh, Siti Huzairi, Muhammad Fajar Idhamsyah Idhamsyah Idhamsyah, Idhamsyah Indra Budi Irfandi Irfandi Irfandi Irfandi, Irfandi Irma Damayanti Irsan Tricahyadinata Iyon Muhdiyati Joko Susilo Kiki Andriani Purty Kudsi, Muh Ridwan lisna, Lisnawati M Muslim M. Muttaqin. I Mayasari Mayasari Mega Junita Mega Junita Meylani Meylani Mira Hidayah Muh Ridwan Kudsi Muhammad Ibrahim Muhammad Ishak Muhammad Said Muhammad Saiful Dwi Prayitno Mumu Zainal Mutaqin Musdalifah Azis Mutiara, Eka Mutiara Nanda Debbery Wednes Nur Kharisma Ari Gama Putri Nur Siti Hadijah Nurazizah Nurazizah Octavia, Nur Pebrida Saputri Pudjiati Pudjiati Puri Arinda Purty, Kiki Andriani Puspita Nurjannah Putri, Dinda Ayu Rahman, Fajar Fathur Rahmawati, Rahmawati Ramadhan, Putri Utami Renaldi Basudewa Ridho Afwan Rika Farlinda Risnawati Risnawati Robiansyah, Robiansyah Rofly Akbari Rosita, Desyi Rudy Hartono Saida Zainurrossalamia ZA Sampeliling, Alexander Sanusi Sanusi Shinta Andini Dewi Putri Siti Amalia Siti Maria Siti Maria Siti Munawarah Sitti ansaroh Solihin Solihin Sri Amalia Sumiati Sri Mintarti Sri Mintarti Sukisno S Riadi Sukisno S. Riad Sukisno S. Riadi Sukisno S. Riadi Sukisno Selamet Riadi Sukisno Selamet Riadi Sukisno Selamet Riadi Sukisno Slamet Riadi Sumiati, Sri Amalia Syarifah Hudayah Taqwa, Syukur Triyo Supriyatno Utami, Ulfa Vika Yuli Novita Sari Wahidah Nur Rahmi Wasil, Mohammad Yonathan Pongtuluran Yonathan Pongtuluran Yonathan Pongtuluran Yonathan Pongtuluran Yonathan Pongtuluran ZA, Saida Zainurossalamia Zainal Ilmi Zainal Ilmi Zainal Ilmi Zamruddin Hasid