The Influence of Public Service Quality on Public Satisfaction Through Transparency, Accountability, and Competence of Village Apparatus In North Luwu Regency

Abstract

Objective -This study is intended to evaluate the quality of public administration services in relation to the level of public satisfaction in seven sub-district offices, North Luwu Regency, South Sulawesi. Novelty – This research complements previous studies by providing empirical evidence that civil servant competence is the most influential mediating variable. These results not only confirm the findings of previous studies but also enrich the development of a more comprehensive conceptual model of mediation-based public services. Method – The study uses a quantitative approach with instruments in the form of questionnaires and data were analyzed using PLS-SEM. Findings – Research shows that service quality does not directly influence public satisfaction, but has a significant indirect effect through mediating variables, particularly staff competence. Limitations and Implications –The limitation of this research is that the coverage area is limited to one region, so the results are not necessarily relevant for generalization to other regions with different social, cultural and bureaucratic systems. Research implications emphasizes the need for a strategy to strengthen the capacity of the apparatus by policy makers so that the effectiveness of public services can be more optimal.