Facilities and Employee Competencies Towards Public Satisfaction Through the Quality of Public Services

Abstract

People need services to meet a wide variety of needs that cannot be met by themselves. This research aims to measure and analyze the influence of facilities and competencies and quality of public services on community satisfaction, both directly and indirectly. One of the government offices whose activities provide public services to the community is Bontoala District, Makassar City, South Sulawesi Province. This research is designed in the form of quantitative research. The population in this study is the entire family card (KK) in the Bontoala Subdistrict of Makassar City. Nonprobability sampling techniques carry out sample determination. Based on data from BPS Makassar City ( 2019), the population of Bontoala District reached 57,197 people from 12,296 households. This number is divided into 12 villages, 240 ORTs, and 56 ORW. Because the population is quite large, the formula Slovin (Umar, 2009) is used; the minimum sample number studied is 100 respondents with family cards to be examined. This research was conducted on the community in the Bontoala District of Makassar City, as many as 100 people. The method used in this study is probability sampling, which is axial sampling using formula solving. The data collected with the questionnaire is then analyzed by the Path Analysis method using the SPSS 23 application. Result: This research method is quantitative. At the same time, the hypothesis test uses the t-test to test the direct influence and indirect influence of facility variables employee competence on public satisfaction through the quality of public services using the Sobel test. Based on this study, it can be concluded that the facility affects community satisfaction. It means that the better the facilities available, the more facilities available, and the community will also feel comfortable and satisfied with the facilities. The additional community and employees will feel happy and satisfied with the facilities available. Competence also affects community satisfaction, meaning that the better the competence possessed by the employee, especially in carrying out his duties, namely serving the community, the community will feel happy with the services provided by the employee. Then for mediation tests conducted, it was found that the quality of public services affected public satisfaction.