The Effect of E-Performance Technology Implementation, Hr Competence, And Work Discipline on The Quality of Public Services Through Job Satisfaction As An Intervening Variable In Wara District, Palopo City

Abstract

This study examines how digital performance systems, employee competence, and work discipline influence the quality of public services, with job satisfaction as a mediating factor. The research is set in Kecamatan Wara, Palopo City, where e-Performance has been gradually introduced to improve accountability and service standards. Using a quantitative design with Partial Least Squares Structural Equation Modeling (PLS-SEM), data were collected from civil servants and service users to test both direct and indirect effects. Results show that e-Performance directly enhances job satisfaction and public service quality, while HR competence and work discipline do not significantly improve service quality on their own. However, both factors strongly increase job satisfaction, which then translates into higher service quality. This indicates that job satisfaction serves as a full mediator for competence and discipline, and a partial mediator for e-Performance. The findings highlight that technology alone is not enough to improve services; competent, disciplined, and satisfied employees are essential for delivering responsive and citizen-oriented public service. The study contributes to theory by integrating information systems, HR, and service-quality perspectives, and offers practical insights for policymakers in strengthening local service delivery.