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All Journal International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Jurnal Ilmiah Sistem Informasi dan Ilmu Komputer Journal of Management and Creative Business Jurnal Ilmu Kesehatan dan Gizi
Vip Pramarta
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Industrial & Manufacturing Engineering

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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
Co-Authors Aji Argo Putro Basrudin Basrudin Bugie Zurisdianto Pamungkas Carlof Carlof Farida Yuliaty Kosasih Marianne Lukytha Tangdililing Modestus La’a Muh. Muchni Desara Nova Karlina Rabiah Demlinur Putri Rilly Lesnussa Ripka Margaretha Ponggele Shelly Ayu Andesty Sobarna Kartamihardja