Digital Queue Services, Online Information, Facility Convenience and Service Ethics on Satisfaction Mediated by Perceptions of Professionalism at the Class II Non-TPI Palopo Immigration Office

Abstract

Improving service quality is a key requirement to meet the public's increasing expectations for efficiency, transparency, and professionalism in public institutions. This study aims to analyze the influence of digital queuing services, online information, facility convenience, and service ethics on user satisfaction, with perceived professionalism as a mediating variable, in immigration services at the Class II Non-TPI Palopo Immigration Office. The method used is a quantitative approach with an explanatory research type, and data analysis was carried out using Structural Equation Modeling–Partial Least Square (SEM-PLS) with validity, reliability, outer and inner model testing. Data were collected through questionnaires from 91 respondents obtained using a simple random sampling technique. The results show that the four independent variables have a significant direct influence on user satisfaction, and indirectly through perceived professionalism as a mediating variable. These findings confirm that perceived professionalism plays an important role in strengthening the relationship between service quality and public satisfaction levels. The results of this study demonstrate the importance of developing an integrated and sustainable public service strategy, which combines digital innovation, accurate information provision, comfortable facility management, and high service ethics to increase public satisfaction and trust in immigration service institutions.