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JURNALDIALEKTIKAJURNALDIALEKTIKA

Journal Jurnal Dialektika: Jurnal Ilmu SosialJurnal Dialektika: Jurnal Ilmu Sosial Abstract

This study aims to analyze the influence of service quality and apparatus competence on public satisfaction through community participation at the Deli Tua Sub-district Office, Deli Serdang Regency. This type of research is quantitative research with an associative approach, using primary data obtained through observation and interviews with the Deli Tua Sub-district community. Data analysis was carried out with the help of statistical software through partial tests (t), simultaneous tests (F), and coefficient of determination (R²) analysis. The results of the study indicate that: (1) service quality has a positive and significant effect on public satisfaction with a calculated t value of 8.728 > t table 1.985 and an Adjusted R² of 0.432; (2) apparatus competence also has a positive and significant effect with a calculated t value of 7.784 > t table 1.985 and an Adjusted R² of 0.376; (3) Simultaneously, service quality, apparatus competence, and public participation have a positive and significant effect on public satisfaction, with an F-value of 52.986 > F-table of 3.25 and an R² of 0.612. These results demonstrate that public participation acts as a mediating variable that strengthens the influence of service quality and apparatus competence on public satisfaction. The higher the public participation, the more effective the performance of public services in Deli Tua District.

Conclusion

Based on the research conducted, it can be concluded that service quality, apparatus competence, and public participation significantly influence public satisfaction at the Deli Tua Sub-district Office.The study demonstrates that improvements in these three variables collectively contribute to a higher level of public satisfaction with public services.Furthermore, public participation effectively mediates the relationship between service quality and apparatus competence, enhancing their impact on public satisfaction.

Future Research

Penelitian lebih lanjut perlu dilakukan untuk menginvestigasi faktor-faktor lain yang mungkin memengaruhi kepuasan masyarakat terhadap pelayanan publik di Kecamatan Deli Tua, seperti transparansi anggaran dan akuntabilitas pelayanan. Selain itu, penelitian dapat difokuskan pada pengembangan model peningkatan kompetensi aparatur yang lebih efektif, dengan mempertimbangkan kebutuhan spesifik dan tantangan yang dihadapi oleh para pegawai di tingkat kecamatan. Sebagai tambahan, studi komparatif dapat dilakukan dengan membandingkan tingkat partisipasi masyarakat dan kepuasan pelayanan di beberapa kecamatan di Kabupaten Deli Serdang, untuk mengidentifikasi praktik-praktik terbaik dan pelajaran yang dapat diterapkan secara luas. Penelitian ini diharapkan dapat memberikan rekomendasi yang lebih komprehensif dan relevan bagi pemerintah daerah dalam upaya meningkatkan kualitas pelayanan publik dan mewujudkan tata pemerintahan yang lebih baik. Dengan demikian, pelayanan publik dapat lebih responsif terhadap kebutuhan masyarakat dan meningkatkan kepercayaan publik terhadap pemerintah.

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Pages	18
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