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Farida Yuliaty
Universitas Sangga Buana
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THE INFLUENCE OF HUMAN RESOURCE COMPETENCIES AND INTERPERSONAL COMMUNICATION ON SERVICE QUALITY AND ITS IMPLICATIONS FOR PUBLIC SATISFACTION AT THE WEST JAVA MANPOWER AND TRANSMIGRATION OFFICE Nova Karlina; Farida Yuliaty; Sobarna Kartamihardja; Kosasih; Vip Pramarta
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 3 (2026): FEBRUARY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18939589

Abstract

Public services in the employment sector face increasingly complex challenges along with rising public demands for fast, transparent, and high-quality services. This condition is also evident in West Java Province, which has a large labor force and relatively high unemployment rate, placing the West Java Provincial Manpower and Transmigration Office (Disnakertrans) in a strategic yet highly pressured position. Although the Community Satisfaction Index indicates a very good category, there remains a gap between formal evaluations and the actual public perception of the services received. This study aims to analyze the influence of human resource competence and interpersonal communication on service quality and its implications for public satisfaction. The research employed an associative quantitative method with a cross-sectional design. A sample of 233 respondents was determined using the Slovin formula from a population of 553 service users. Data were collected through questionnaires and analyzed using path analysis with SPSS. The results show that human resource competence and interpersonal communication have a significant effect on service quality, and service quality has a significant effect on public satisfaction. Service quality is proven to mediate the effect of human resource competence and interpersonal communication on public satisfaction
THE INFLUENCE OF HUMAN RESOURCES AND ORGANIZATIONAL CULTURE ON THE QUALITY OF ONE-DOOR INTEGRATED SERVICES AT THE BANDUNG HIGH COURT THROUGH JOB SATISFACTION AS A MEDIATION VARIABLE Budyawan Herijanto; Vip Paramarta; Kosasih; Farida Yuliaty; Y. Ony Djogo; Fitriana
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 3 (2026): FEBRUARY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18940038

Abstract

This study aims to analyze the mediating role of job satisfaction in the influence of human resources (HR) and organizational culture on the quality of the One-Stop Integrated Service (PTSP) at the Bandung High Court. The background of this study is the persistence of public complaints regarding aspects of service speed and procedures, which indicates the need to strengthen internal organizational factors. This study uses a quantitative approach with an explanatory method. The research sample consisted of 103 employees determined using the Slovin formula from a total population of 137 people. Data were analyzed using path analysis with the help of IBM SPSS version 26. The results showed that HR and organizational culture have a positive and significant effect on job satisfaction and service quality. Job satisfaction was proven to have a significant effect on service quality. However, the Sobel test showed that job satisfaction does not act as a significant mediator in the relationship between HR and organizational culture on service quality. Organizational culture has a more dominant influence than HR. This finding confirms that improving service quality in judicial institutions is more effective if it is focused on directly strengthening HR and organizational culture, in addition to efforts to improve employee job satisfaction.
Co-Authors A Halim Aas Kurniasih Abdul Gani Sidqi Adang Haryaman Afira Febriani Surya Wijaya Ahmad Syakur Banafif Ahmad Syakur Banafif Alamsyah, Rifa Azizah Amalia, Nafrah Amelia, Anggi Amin, Hayat Amin, Nadia Arsita Usman Amry, Syamsul Anathasia, Sophiana Enjellin Andityo Wahyu Juniarsyah Andrian, Hendri Anggilia Yuliani Susanti Anggilia Yuliani Susanti Anita Reviana Ardyansyah, Mukhlas Ari Munandar Ari Tri Utami Arnovita, Dyah Kusuma Asidiki, Muhamad Ilham Asnar, Etty Sofia Marianti Asnar, Etty Sofia Mariati Assoc. Prof. Dr. Dr. H. Sumeidi Kadarisman, S.E., M.M Astrid Altaira Chandra Ayu Laili Rahmiati Ayu Laili Rahmiyati Ayu Laili Rahmiyati Ayu Rindwita Indah Peanasari Bambang Sulistyo Beddu, Erniaty Bina Lauringga Andora Budiman, Rocky Fransiskus Budyawan Herijanto Candra Mizwar Carvalho Soares, Sebastiao Barreto de Chendra, Wijaya Johanes Chevi Wirawan Chevie Wirawan Chevy Wirawan Cindy Wulandari Octo Debi Irawan Dermawan, Diki Tri Bagus Devi Anggraini Dewi Kania, Dewi Dewi, Ni Putu Ayu Yusita Diana Pratiwi Didin Saepudin Didin Saepudin Dimas Ageng Prayogo Dimas Rifqi Djago, Y. Ony Djogo, Ony Dongoran, Haddan dr Agung Family, Joko Agung N Dramora Nepy Asmara Drs., M.M5, Fittiana Dwi Kartika Sari Eddi Supriadi Edi Kurnawan Edi Kurnawan Eka Purwanda Eka Purwanda Eka Purwanda Eka Purwanda Eka Purwanda, Eka Eliza Techa Fattima, Eliza Techa Enung Susilawati Erdi Maulana Erlambang, Rio Yoga Erwan Komara Etty Sofia Etty Sofia Etty Sofia Marianti Asnar Etty Sofia Mariati Asnar Etty Sofia Mariati Asnar Faisal Rosady Fajarini Fauzal Mulki, Kiki Feni Oktafiani Ferdiyan, Rendra Fergilius Nardi Wa’os Finny Redjeki Firda Nur Laila Firmansyah, M.Lutfi Firnando, Hendri Fitri Damayanti, Dian Fitri Sya’bandyah Fitri Sya’bandyah Fitriah Agustika Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fransiska Carmelia Subeno Frida, Nurjamali Desy Mulia Haddan D Haddan Dongoran Haddan Dongoran Hana Betel Kartina Harahap, Linda Rahmadhani Hardy, Sara Mustika Hendajany, Nenny Herdyansyah, Ridwan Hermansyah Hermansyah Hidayat, Mochammad Reza Hikma, Yusnita Ayu Hio, Aro Die I Gusti Nyoman Trianantha Jaya Imas Siti Masitoh Imran, Abdul Waris Indradewa, Rhian Indriani Indriani Islami , Ahkam Haqiqi Isnajati, Louisiani Mansoni Istahara Istahara Ivana Yolanda Iwan Prasetyo Jeanny Kathleen Hartini Jeanny Kathleen Hartini Juniar Rizqi, Rizal Kadarisman, Sumeidi Kalangi, Beauty Saskia Kartamihardja , Sobarna Kartamiharja, Sobarna Kartina, Hana Betel Klarita, Endy Liani Kokasih, Kokasih Kosasih Kosasih Kosasih Kosasih , Kosasih Kosasih Kosasih Kosasih Kosasih KOSASIH KOSASIH, KOSASIH Kosasih, K Kristina Boga Kumorowani, Riyan Putri Kurnawan, Edi Lestari P.R, Rachmi Lestari, Ayu Mey Litau, Natasya Anggreine Lopulalan, Jopie Julius M Khoerudin Mahqfiroh, Juliatul Maindoka, Regina Tirza Malik, Rahadian Mandu, Jenne Manurung, Muranny Nurshyaliha Mariati Asnar, Etty Sofia Martini Viviana Maryani Thiolisda Simanjuntak Mega Rianita Kartika Megandhi Gusti Wardhana Mogi, Melati Rosaline Michaella Mubarok, Kamal Muhammad Rizki mulyani, sri rochani Murni, Detya Okti Mustoha, Mustoha Mutmainnah Mutmainnah Nasution, Musthofa Lutfi Nesda, Ajeng Setia Nina Risnawaty Nofiyanti, Ayu Lestari Nova Karlina Nugroho, Taufan Nunung Nuryani Nur Zaman Nurita, Dewanti Putri Nurmartiani, Erika Nursoffa, Idris Palittin, Normayanti Pandu Lesmana Paramartha, Vip Prambudi Rukmono Prasetianto, Wisnu Pratama, Yudhistira Anugerah Pratiwi, Ema Vika Prof. Dr. VIP Paramarta Purnama, Engga Puspa Wulandari Putra, Agung Manik Septiana Putri, Anak Agung Istri Inten Sivaratri Putriana Sitompul Qodariyah, Yuli Raden Partinah Raden Ricky Agusiady T S Raden Ricky Agusiady T.S. Rahadian Malik Rahmasari, Herisa Ramadani, Ramadani Rasyid, Renaldi Prasetya Nagar Ricky Agusiady Ridwan Herdyansyah Rifal, Dwiki Indar Rini Hastuti Rudianto, Yanto Rukhiyat Rukhiyat Syahidin Rukhiyat Syahidin Rukhiyat Syahidin Rukhiyat Syahidin Rulia Rulia , Rulia Rulia Rulia Rulia, Rulia Rullia Ruriyansi Saepudin, Didin Santi Sandra Santika, Made Saragih, Erick Gustaf Hamonangan Sari, Dwi Kartika Satria, Alfan Shidayatri, Herwidhiyah Siagian, Farida Chrisfina Sidik, Muhamad Sidqi, Abdul Gani Sikki, Nurhaeni Sikki, Nurhaini Siregar, Sadrak Sisko, Michael Sobarna Sobarna Kartamihardja Sobarna Kartamihardja Sobarna Kartamiharja Sony Tian Dhora Sri Rochani Sri Rochani Mulyani Sugiyarti Sugiyarti, Sugiyarti Suharsono, Teguh Nurhadi Suharsono, Teguh Nurhadi Sumeidi Kadarisman Sumeidi Kadarisman Suryana, Hari Suryana, Nia Susanti, Anggilia Yuliani Sya’bandyah, Fitri Syahidin , Rukhiyat Syahidin, Rukhiyat Syahrial Hidayat Syamsul Bahri Syarah Oktrissyanti Syarifah Asmawati Tatang Sudrajat Taufan Nugroho Taufan Nugroho Taufik Zulfikar Taufik Zulfikar Teguh Nurhadi Suharsono Thungari, Grace Imelda Tia Ariani Salsabila Tia Ariani Salsabila Ulina, Marta Utojo, Widjadjanti Utojo, Widjajanti Utoyo, Widjajanti Verianto Vip Paramarta Vip Paramarta Vip Pramarta Vip Pramarta Vip. Paramarta Wahid, Ayi Wahid, Deden Abdul Wahyu Saputra Wantias, Isni Wibisono, Fallery Setyaprawira Widjajanti Utojo Widya Pratiwi Wienanda, Andreas Klemens Wirawan, Chevi Wirawan, Chevie Y. Ony Djogo Yacobus, Danny Jaya Yayuk Dwi Nenda, Ligar Yessica Febriany Yuana Cita Adhyaksa Putri Yudhan Triyana Yusnita Ayu Hikma Yusup Erisyadi Yuwono, Ismanto Yuyun Yuniarsih Zaenal Aripin Zakaria Kuswara