The Impact of Human Rights-Based Public Services, Human Resource Quality, and Service Procedures on Service Recipient Satisfaction, with Accessibility as a Mediating Variable at the Class II Non-TPI Palopo Immigration Office

Abstract

Service recipient satisfaction within public service delivery is influenced by more than just administrative procedures; it is also shaped by the implementation of human rights-based service principles, the quality of human resources, and the effectiveness of service procedures. Human rights-based services promote justice and respect for individual dignity, while high-quality, well-integrated personnel are essential for ensuring professional and responsive service delivery. Additionally, streamlined and accountable service procedures contribute to minimizing bureaucratic barriers. Accessibility serves as a mediating variable, bridging these core components to promote inclusivity and eliminate discriminatory barriers, thereby enhancing overall satisfaction among service recipients. This study aims to empirically assess the influence of Human Rights-Based Services, Human Resource Quality, and Service Procedures on Service Recipient Satisfaction, with Accessibility acting as a mediating factor. A quantitative explanatory research design was employed, utilizing Structural Equation Modeling–Partial Least Squares (SEM-PLS) for analysis. The study involved both outer model testing (convergent validity and reliability) and inner model evaluation (R-square and path coefficient analysis), based on data collected from 95 respondents selected through a simple random sampling method. The findings indicate that all independent variables; Human Rights-Based Services, Human Resource Quality, and Service Procedures; significantly affect both Accessibility and Service Recipient Satisfaction. Furthermore, Accessibility is confirmed to mediate the relationship between these variables and service satisfaction (p < 0.05). These results highlight the critical role of inclusive, rights-oriented service frameworks and institutional capability in enhancing public satisfaction within the context of public administration.