The Effect of Competency and Standard Operating Procedures on Public Satisfaction Through Public Service Quality at The Environmental Service of West Tanjung Jabung Regency

Authors

  • Hilman Hidayat Batanghari University, Jambi
  • M. Zahari Batanghari University, Jambi
  • Osrita Hapsara Batanghari University, Jambi

DOI:

https://doi.org/10.38035/ijam.v5i1.1858

Keywords:

Competence, Standard Operating Procedures, Public Service Quality, Public Satisfaction

Abstract

Public satisfaction is a crucial indicator in assessing the success of public service delivery. This study aims to analyze the influence of competency and standard operating procedures (SOPs) on public satisfaction, with public service quality as a mediating variable at the Tanjung Jabung Barat Regency Environmental Agency. The research approach used was quantitative, using a survey method. The study population consisted of 390 community users of the Tanjung Jabung Barat Regency Environmental Agency services. Sampling was conducted using the Slovin formula to obtain a representative sample size. Data collection was conducted through questionnaires, which were analyzed using path analysis or Partial Least Squares (PLS). The results indicate that competency and SOPs have a positive and significant effect on public service quality. Furthermore, public service quality has a positive and significant effect on public satisfaction. Competence and SOPs also have an indirect effect on public satisfaction through public service quality. These findings confirm that improving staff competency and consistent SOP implementation can improve service quality, thereby increasing public satisfaction.

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Published

2026-04-22

How to Cite

Hidayat, H., Zahari, M., & Hapsara, O. (2026). The Effect of Competency and Standard Operating Procedures on Public Satisfaction Through Public Service Quality at The Environmental Service of West Tanjung Jabung Regency. International Journal of Advanced Multidisciplinary, 5(1), 14–27. https://doi.org/10.38035/ijam.v5i1.1858

Issue

Vol. 5 No. 1 (2026): International Journal of Advanced Multidisciplinary (April - June 2026)

Section

Articles

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Copyright (c) 2026 Hilman Hidayat, M. Zahari, Osrita Hapsara

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