The Influence of Competence and Work Facilities Through Service Quality on Public Satisfaction at the Kuala Tungkal Primary Tax Service Office, West Tanjung Jabung Regency

Abstract

This study aims to describe the competence, work facilities, quality of public services and public satisfaction at the Kuala Tungkal Pratama Tax Service Office, West Tanjung Jabung Regency and to determine and analyze the influence of competence and work facilities through service quality on public satisfaction at the Kuala Tungkal Pratama Tax Service Office, West Tanjung Jabung Regency. This type of research uses descriptive verification research. This study uses the PLS analysis method. Based on the results of the descriptive analysis, it explains that the competence (X1) at the Kuala Tungkal Pratama Tax Service Office obtained a total score of 3,754 with an average score of 417, which is included in the high category. The work facilities variable (X2) obtained a total score of 5,401 with an average score of 415 and is included in the good category. Furthermore, the quality of public services (Y) obtained a total score of 4,969 with an average of 414 and is in the good category. Meanwhile, the level of public satisfaction (Z) obtained a total score of 4,955 with an average of 413 and is included in the high category. The results of this study also indicate that employee competence and work facilities have a positive and significant influence on improving the quality of public services, which in turn impacts public satisfaction. Furthermore, competence and work facilities also directly positively influence public satisfaction, so that improvements in both aspects will encourage the realization of more satisfactory services. The quality of public services itself has been proven to be a significant factor in increasing public satisfaction, while also acting as a mediating variable that strengthens the relationship between competence and work facilities and public satisfaction.