The Effect of Work Facilities and Work Effectiveness on Public Satisfaction Through Service Quality at The Tungkal Ilir District Office, West Tanjung Jabung Regency

Authors

  • Jusmarni Jusmarni Batanghari University, Jambi, Indonesia
  • M. Zahari Batanghari University, Jambi, Indonesia
  • Fakhrul Rozi Yamali Batanghari University, Jambi, Indonesia

Keywords:

Work Facilities, Work Effectiveness, Service Quality, Public Satisfaction, PLS-SEM

Abstract

Public satisfaction is a key indicator of successful public service delivery. Achieving this satisfaction is inseparable from the availability of work facilities and the effectiveness of staff, which can drive optimal service quality. This study aims to analyze the influence of work facilities and work effectiveness on public satisfaction through service quality at the Tungkal Ilir District Office, West Tanjung Jabung Regency. This study used a quantitative approach with a survey method. The study population consisted of 396 service recipients, with a sample size of 123 respondents determined using the Slovin formula with a 7.5% margin of error. Data collection was conducted using a questionnaire with a five-level Likert scale. Data analysis used path analysis based on Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The results showed that work facilities and work effectiveness had a positive and significant effect on service quality. Furthermore, service quality had a positive and significant effect on public satisfaction. The results of the mediation test indicated that service quality was able to mediate the influence of work facilities and work effectiveness on public satisfaction. These findings confirm that improvements in work facilities and the effectiveness of civil servants need to be continuously optimized to improve service quality and public satisfaction.

References

Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.

Dalpiana, S. P., & Habe, H. (2020). Pengaruh efektivitas kerja dan kualitas pelayanan terhadap kepuasan masyarakat pada instansi pemerintah daerah. Prosiding Seminar Nasional Ekonomi dan Bisnis, 1(1), 245–253.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education Limited.

Moenir, H. A. S. (2015). Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara.

Nurhalifah, N., & Munawaroh, M. (2021). Pengaruh kemampuan kerja dan kualitas pelayanan terhadap kepuasan masyarakat pada kantor kecamatan. MASMAN: Jurnal Manajemen dan Bisnis, 6(2), 134–145.

Prasetyo, A., & Wulandari, S. (2021). Pengaruh fasilitas kerja terhadap kualitas pelayanan publik pada instansi pemerintahan. Jurnal Administrasi Publik, 8(2), 101–110.

Robbins, S. P. (2016). Organizational Behavior (16th ed.). Pearson Education.

Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS. Semarang: Badan Penerbit Universitas Diponegoro.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2019). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). Thousand Oaks: Sage Publications.

Prasetyo, A., & Wulandari, S. (2021). Pengaruh fasilitas kerja terhadap kualitas pelayanan publik pada instansi pemerintahan. Jurnal Administrasi Publik, 8(2), 101–110.

Sihombing, A. A., Lubis, A., & Siregar, M. (2022). Pengaruh fasilitas pelayanan publik terhadap kepuasan masyarakat di kantor kecamatan. Jurnal Administrasi Perkantoran, 10(1), 55–64.

Sudirman, Hapsara, O., & Zahari. (2020). Metode Penelitian Kuantitatif. Magnum Pustaka Utama.

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Taufik, M., Rahman, A., & Sari, D. (2020). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada instansi pemerintah. Jurnal Administrasi Publik dan Kebijakan, 5(2), 89–98.

Tjiptono, F. (2017). Service Management: Mewujudkan Layanan Prima. Yogyakarta: Andi Offset.

Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik.

Wahyuni, S., & Taupik, R. (2021). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada kantor kelurahan. Jurnal Administrasi Publik dan Bisnis, 4(1), 45–54.

Zahari, M., Hamdiyah, Endang Fatmawati dan Diauddin. (2025). Manajemen dan Etika Pelayanan Publik. Penerbit Perkumpulan Rumah Cemerlang Indonesia.

Downloads

Published

2026-02-13

How to Cite

Jusmarni, J., Zahari, M., & Yamali, F. R. (2026). The Effect of Work Facilities and Work Effectiveness on Public Satisfaction Through Service Quality at The Tungkal Ilir District Office, West Tanjung Jabung Regency. International Journal of Advanced Multidisciplinary, 4(4), 648–661. Retrieved from https://greenpub.org/IJAM/article/view/1854

Issue

Vol. 4 No. 4 (2026): International Journal of Advanced Multidisciplinary (January - March 2026)

Section

Articles

License

Copyright (c) 2026 Jusmarni Jusmarni, M. Zahari, Fakhrul Rozi Yamali

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the International Journal of Advanced Multidisciplinary (IJAM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the International Journal of Advanced Multidisciplinary (IJAM).