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All Journal SEIKO : Journal of Management & Business YUME : Journal of Management Jurnal Pengabdian kepada Masyarakat Journal of Management and Administration Provision Journal of Public Representative and Society Provision Paradoks : Jurnal Ilmu Ekonomi Jurnal E-bussiness Institut Teknologi dan Bisnis Muhammadiyah Polewali Mandar Macoa : Jurnal Pengabdian kepada Masyarakat
Sari, Sucianti Sukiana
Institut Teknologi Dan Bisnis Muhammadiyah Polewali Mandar.
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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The Influence of Responsiveness, Reliability, and Empathy on Public Service Satisfaction through Perception of Service Quality as an Intervening Variable at Mapilli Community Health Center: JEL Classification: I18, H83, H75, L15, M31 Adiputra, Whisnu; Sari, Sucianti Sukiana
Journal of Management and Administration Provision Vol. 6 No. 1 (2026): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v6i1.902

Abstract

The aim of the current research is to investigate how the responsiveness, reliability, and empathy affect the level of public service satisfaction, in which the perceived service quality is an intermediate variable at the Mapilli Community Health Center. A quantitative style was used and a survey methodology was used to conduct the study by employing the users of community health services. The data were collected through closed-ended questionnaires, non-participatory observation and additional documentation. The methods of analysis included the structure equation modeling that can be varied to evaluate the direct and indirect relationships between the variables. The results showed that responsiveness, reliability, and empathy affected the perceived service quality in a statistically significant positive effect. Responsiveness and empathy also exhibited a statistically significant positive direct impact on the public service satisfaction. Additionally, the perceived service quality showed that it had a strong positive impact on the public service satisfaction. The mediation analysis showed that perceived service quality was a major mediator of the impacts of responsiveness, reliability and empathy on satisfaction with public service. These findings indicate that improving the responsiveness, reliability, and empathy of the health service personnel can strengthen the perceptions of service quality and therefore, improve the satisfaction of the populace. Finally, the paper confirms that perceived service quality is a strategic factor in enhancing the influence of the service quality dimension on the public service satisfaction in the primary health care setting.
Co-Authors Adiputra, Whisnu Albar Asrandi inda, nur Muh Ramli Muhammad Sain Nur Inda Resky Faradibah Suhab Resky Faradibah Suhab Safitri, Nursan Samsul Bahri Samsul Bahri Samsul Bahri Suhab , Resky Faradibah Suhab, Resky Faradibah Syahrul, Muh. Wahdania , Nurul