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ARTICLE
THE INFLUENCE OF SERVICE QUALITY AND APPARATUS
COMPETENCE ON PUBLIC SATISFACTION THROUGH PUBLIC
PARTICIPATION AT THE DELI TUA DISTRICT OFFICE.
DELI
SERDANG REGENCY
Warniamawati Waruwu*.
Elazhar & Barham Siregar Universitas Pembinaan Masyarakat Indonesia Medan.
Indonesia Email: warniwaruwu1@gmail.
Article History Received: 16 November 2025 Accepted 16 December 2025 Published: 30 December 2025 Abstract This study aims to analyze the influence of service quality and apparatus competence on public satisfaction through community participation at the Deli Tua Sub-district Office.
Deli Serdang Regency.
This type of research is quantitative research with an associative approach, using primary data obtained through observation and interviews with the Deli Tua Sub-district community.
Data analysis was carried out with the help of statistical software through partial tests .
, simultaneous tests (F), and coefficient of determination (RA) analysis.
The results of the study indicate that: .
service quality has a positive and significant effect on public satisfaction with a calculated t value of 8.
728 > t table 1.
985 and an Adjusted RA of .
apparatus competence also has a positive and significant effect with a calculated t value of 7.
784 > t table 1.
985 and an Adjusted RA of 0.
Simultaneously, service quality, apparatus competence, and public participation have a positive and significant effect on public satisfaction, with an F-value of 52.
986 > F-table of 3.
25 and an RA of 0.
These results demonstrate that public participation acts as a mediating variable that strengthens the influence of service quality and apparatus competence on public satisfaction.
The higher the public participation, the more effective the performance of public services in Deli Tua District.
Keywords: Service Quality.
Apparatus Competence.
Public Participation.
Public Satisfaction AU INTRODUCTION Every community organization is required to provide quality services to increase public Public satisfaction is a crucial indicator in assessing the success of government service delivery, as it reflects the extent to which the services provided meet or exceed public Based on Ministerial Decree No.
25 of 2004, public satisfaction is the result of comparing expectations with the reality of the services received.
Therefore, improving the quality of public services is a top priority in building trust and a positive image of government institutions.
Service quality plays a significant role in determining the level of public satisfaction.
Fast, accurate, transparent, and procedurally sound services will provide a positive experience for the public.
However, service quality will not be optimal without the support of competent and competent civil servants.
Government officials play the primary role of implementing public services, so their knowledge, skills, and professional attitudes significantly influence public perception of the agency's performance.
Furthermore, public participation also plays a crucial role in improving the effectiveness of public services.
Active public involvement in the planning, implementation, and evaluation http://jurnaldialektika.
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of services can strengthen accountability and encourage the creation of services that are more responsive to public needs.
The Deli Tua Sub-district Office of Deli Serdang Regency, as a government institution at the sub-district level, is responsible for providing efficient and high-quality administrative However, observations indicate that there are still obstacles in the service process, such as slow procedures, lack of professionalism of officials, and low public participation.
Based on these conditions, this study was conducted to analyze the influence of service quality and official competence on public satisfaction through community participation at the Deli Tua Sub-district Office of Deli Serdang Regency.
AU LITERATURE REVIEW
Service Quality Service quality is the comparison of the quality received by customers .
erceived qualit.
, after receiving a service, with the quality expected (Siswadi F, 2.
Service quality is the level of ability or how well a service provider meets the expectations and needs of the Service quality encompasses various aspects, such as speed, accuracy, reliability, and service delivery methods, all of which contribute to public satisfaction.
The better the quality of service provided, the more likely customers will be satisfied and loyal to the service The dimensions of service quality in relation to public satisfaction include the following important aspects:
aAU Tangible: Refers to the physical aspects that can be observed by the public.
This includes all tangible elements that support the service and influence customer perceptions of its aAU Reliability: The ability to deliver promised services consistently and accurately.
Reliability creates trust and satisfaction among customers.
aAU Responsiveness: The willingness and ability to assist customers quickly and efficiently.
This dimension includes response time and attention to customer needs.
aAU Assurance: Refers to the level of trust and security felt by customers in the service aAU Empathy: The ability to understand and meet individual customer needs.
Empathy creates better relationships and increases satisfaction (Apriliana A, 2.
Civil Servant Competence Civil servant competence encompasses the knowledge, skills, and attitudes necessary to effectively carry out the duties and functions of civil servants (ASN) in facing constantly changing global challenges (Suryanto et al.
, 2.
This requires civil servants to have an adaptive and innovative mindset in carrying out their duties.
The following are the dimensions of civil servant competence:
aAU Technical Competence: Definition: Abilities related to the specific duties of an Indicators: Education level, technical training, and work experience in a related field.
aAU Managerial Competence: Definition: Ability to manage resources and lead a team.
Indicators: Managerial education, leadership training, and experience in a managerial aAU Sociocultural Competence: Definition: Ability to interact with socially and culturally diverse communities.
Indicators: Work experience related to a pluralistic society, as well as an understanding of local norms and values.
aAU Personal Competence: Definition: Individual attitudes and behaviors that support task Indicators: Integrity, responsibility, flexibility, and adaptability.
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aAU Performance-Based Competence: Definition: Ability to achieve work results that meet established standards.
Indicators: Performance evaluation based on work results, effectiveness, and efficiency.
Community Participation Community participation is the involvement of the community in the process of identifying problems and potentials within the community, selecting and making decisions about alternative solutions to address the problems, implementing efforts to address them, and involving the community in the process of evaluating the problems that arise (Zuraida E.
Participation is the voluntary contribution of a community group to decision-making, which requires the community to engage emotionally and mentally in achieving a goal that will improve their well-being.
Indicators of community participation can be seen from various aspects, including:
aAU Thought: Suggestions and opinions from the community are included in the decision-making process.
The community is involved in discussions or deliberations regarding a program or policy.
They provide input based on their experience, expertise, or perceived needs.
aAU Manpower: The community voluntarily or cooperatively participates in physical activities, such as infrastructure development, environmental cleanup, or other social Community groups are also involved in activities that require labor, such as community service or volunteering.
aAU Materials: The community contributes funds, goods, or facilities to support the program or activity.
Participation in the form of donations, both from individuals and groups, helps sustain the social or development project.
aAU Planning: Community involvement in developing the program or project, including determining goals, objectives, and implementation strategies.
The community participates in planning meetings, budgeting, and determining development priorities in their area.
aAU Implementation: The community actively implements the program or activity according to its assigned roles and responsibilities.
Direct community involvement in monitoring and evaluating activities ensures the program's effectiveness and sustainability.
Public Satisfaction The Indonesian Ombudsman's theory .
defines public satisfaction as the level of public satisfaction obtained from measuring the quality of public services.
This encompasses public perceptions of how well government services meet their expectations and needs.
According to Decree of the Minister of State Apparatus Empowerment Number 14 of 2017, public satisfaction has the following indicators:
aAU Requirements: These are the requirements that must be met in administering a type of service, including both technical and administrative requirements.
aAU Systems.
Mechanisms, and Procedures: These are standardized service procedures for service providers and recipients, including complaints.
aAU Completion Time: This is the time required to complete the entire service process for each type of service.
aAU Fees/Tariffs: These are the costs charged to service recipients for administering and/or obtaining services from the service provider, the amount of which is determined by agreement between the service provider and the community.
aAU Service Product Specification: These are the results of the service provided and received in accordance with established provisions.
These service products are the result of each service specification.
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aAU Implementer Competence: These are the abilities that implementers must possess, including knowledge, expertise, skills, and experience.
aAU Implementer Behavior: These are the attitudes of officers in providing services.
aAU Handling Complaints.
Suggestions, and Feedback: These are the procedures for handling complaints and following up.
aAU Facilities and infrastructure: Facilities are anything that can be used as a tool to achieve goals and objectives.
Infrastructure is anything that is the main support for the implementation of a process .
usiness, development, projec.
Facilities are used for movable objects .
omputers, machine.
and infrastructure for immovable objects .
AU RESEARCH METHODOLOGY
This study uses a quantitative approach, namely a method that utilizes numerical data to collect information, analyze phenomena, and draw conclusions objectively.
According to Sugiyono .
, quantitative research is based on the philosophy of positivism with empirical, measurable, rational, and systematic characteristics.
This study aims to determine the effect of Service Quality (X.
and Apparatus Competence (X.
on Public Satisfaction (Y) through Public Participation (Z) at the Deli Tua Sub-district Office.
Deli Serdang Regency.
The population in this study is all people who interact at the Deli Tua Sub-district Office.
Based on data from the Central Statistics Agency of Deli Serdang Regency .
, the population in Deli Tua District consists of Deli Tua Village .
,171 peopl.
West Deli Tua .
,071 peopl.
, and East Deli Tua .
,404 peopl.
, so that the total population is 28,646 Referring to Sugiyono .
, population is a generalization area that has certain characteristics to be studied and conclusions drawn.
The sample size was determined using the Slovin formula, which is used to determine sample size based on a certain margin of error (Sugiyono, 2.
With a margin of error of 10% and a population of 28,646, the calculation results were: n = 28,646 / .
28,646 y 0.
= 99.
65 OO 100 respondents.
Therefore, the sample size for this study was set at 100 respondents The analytical model used in this study was path analysis, which aims to assess the direct and indirect relationships between the independent variables (Service Quality and Apparatus Competenc.
and the dependent variable (Public Satisfactio.
and the intervening variable (Public Participatio.
Prior to the path analysis, the data were tested for validity and reliability to ensure the accuracy of the research instrument.
Next, classical assumption tests, including normality, multicollinearity, and heteroscedasticity, were conducted to meet the requirements of regression analysis.
Testing the relationship between variables is carried out through multiple linear regression, t-test for partial testing, f-test for simultaneous testing, and coefficient of determination (R.
to determine how much the independent variable contributes in explaining the dependent variable.
RESULT AND DISCUSSION
Based on data processing of 100 respondents in Deli Tua District, the majority of respondents were female .
%), while 46% were male.
In terms of educational attainment, the majority of respondents were high school graduates .
%), followed by junior high school graduates .
%), elementary school graduates .
%), and those with a diploma .
and bachelor's degree .
%).
In terms of age, respondents were predominantly in the 41Ae45 age group .
%), followed by 36Ae40 age groups .
%), 46Ae50 age groups .
%), 31Ae35 age groups .
%), and the 25Ae30 age group .
%).
Overall, this composition indicates that respondents were predominantly individuals of middle-productive age with a high-school http://jurnaldialektika.
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Validity Test Variable Table1.
1 Validity Test Item Correlation Sig Inf.
X1.
0,369
0,000 Valid X1.
0,372
0,000 Valid X1.
0,483
0,000 Valid X1.
0,417
0,000 Valid X1.
0,315
0,001 Valid X1.
0,394
0,000 Valid X1.
0,372
0,000 Valid X1.
0,429
0,000 Valid Quality of Service X1.
0,440
0,000 Valid X1.
0,353
0,000 Valid X1.
0,384
0,000 Valid X1.
0,370
0,000 Valid X1.
0,354
0,000 Valid X1.
0,335
0,001 Valid X1.
0,579
0,000 Valid X1.
0,370
0,000 Valid X1.
0,338
0,001 Valid X1.
0,436
0,000 Valid X1.
0,339
0,001 Valid X1.
0,397
0,000 Valid X2.
0,416
0,000 Valid X2.
0,400
0,000 Valid X2.
0,331
0,001 Valid X2.
0,309
0,002 Valid X2.
0,354
0,000 Valid X2.
0,392
0,000 Valid http://jurnaldialektika.
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X2.
0,498
0,000 Valid X2.
0,342
0,000 Valid Civil Servant Competence X2.
0,471
0,000 Valid X2.
0,414
0,000 Valid X2.
0,385
0,000 Valid X2.
0,394
0,000 Valid X2.
0,531
0,000 Valid X2.
0,511
0,000 Valid X2.
0,433
0,000 Valid X2.
0,334
0,001 Valid X2.
0,360
0,000 Valid X2.
0,407
0,000 Valid X2.
0,386
0,000 Valid X2.
0,336
0,001 Valid
0,323
0,001 Valid
0,360
0,000 Valid
0,346
0,000 Valid
0,326
0,000 Valid
0,424
0,000 Valid
0,336
0,001 Valid
0,471
0,000 Valid
0,483
0,000 Valid
Public Satisfaction 0,418 0,000 Valid
0,419
0,000 Valid
0,372
0,000 Valid
0,406
0,000 Valid
0,501
0,000 Valid
0,316
0,001 Valid http://jurnaldialektika.
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0,479
0,000 Valid
0,391
0,000 Valid
0,419
0,000 Valid
0,552
0,000 Valid
0,462
0,000 Valid
0,331
0,001 Valid
0,307
0,002 Valid
0,419
0,000 Valid
0,446
0,000 Valid
0,323
0,001 Valid
0,438
0,000 Valid
0,396
0,000 Valid
Public Satisfaction 0,490 0,000 Valid
0,404
0,000 Valid
0,442
0,000 Valid
0,486
0,000 Valid
0,397
0,000 Valid
0,456
0,000 Valid
0,553
0,000 Valid
0,398
0,000 Valid
0,439
0,000 Valid Source: Processed by Researchers, 2025 The results of the data validity test using IBM SPSS Statistics 25 showed that all statement items in the Service Quality variable (X.
, ranging from X1.
1 to X1.
Apparatus Competence variable (X.
, ranging from X2.
1 to X2.
the Public Satisfaction variable (Y), ranging from Y.
1 to Y.
and the Community Participation variable (Z), ranging from Z.
1 to Z.
15, were considered valid because each statement item had a significance value of less than 0.
This indicates that each statement item met the eligibility requirements as a measurement tool in this study.
Reliability Test Data Variable X1 (Service Qualit.
Table 2.
R Reliability of Data Variable X1 (Service Qualit.
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Reliability Statistics Cronbach's Alpha N of Items AU Source: SPSS Data Processing Results, 2025 The reliability test results show that the Cronbach's Alpha value for the Service Quality variable is 0.
701, or 70.
1%, indicating that the value is greater than 0.
60, thus the questionnaire for variable X1 in this study is considered reliable.
The Cronbach's Alpha value 701 indicates that the reliability criterion is high, as it is 0.
60 <1.
Data for Variable X2 (Apparatus Competenc.
Table 3.
Data Reliability of Variable X2 (Apparatus Competenc.
Reliability Statistics Cronbach's Alpha N of Items Source: SPSS Data Processing Results, 2025 The reliability test results show that the Cronbach's Alpha value for the Civil Servant Competence variable is 0.
703, or 70.
3%, indicating that the value is greater than 0.
60, thus the questionnaire for variable X2 in this study is considered reliable.
The Cronbach's Alpha value of 0.
703 indicates that the reliability criterion is high, as it is 0.
60 <1.
Data for Variable Y (Public Satisfactio.
Table 4.
Reliability of Data for Variable Y (Public Satisfactio.
Reliability Statistics Cronbach's Alpha N of Items Source: SPSS Data Processing Results, 2025 The reliability test results show that the Cronbach's Alpha value for the public satisfaction variable is 0.
725, or 72.
5%, indicating that the value is greater than 0.
60, thus deeming the Y variable questionnaire reliable.
The Cronbach's Alpha value of 0.
725 indicates that the reliability criterion is high, as it is 0.
60 <1.
Data for Variable Z (Public Participatio.
Table 5.
Reliability of Data for Variable Z (Community Participatio.
Reliability Statistics Cronbach's Alpha N of Items Source: SPSS Data Processing Results, 2025 http://jurnaldialektika.
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The reliability test results showed that the Cronbach's Alpha value for the community participation variable was 0.
664, or 66.
4%, indicating that the value was greater than 0.
thus deeming the Z-variable questionnaire reliable.
Based on the Cronbach's Alpha value of 664, the table indicates that the reliability criteria are high, as they are 0.
60 < 1.
Classical Assumption Test Normality Test Figure 1.
Normality Test for Normal Probability Plot Source: Processed by Researchers, 2025 The normality test image above shows that the points for each statement follow a straight line and are spread out close to and follow the line's direction.
Therefore, it can be concluded that the data is normally distributed.
Therefore, the regression model in this study meets the requirements for normality.
Table 6.
Normality Test Kolmogorov Ae Smirnov One-Sample Kolmogorov-Smirnov Test Normal Parametersa,b Most Extreme Differences Unstandardized Residual ,0000000 2,34918636 ,071 ,071 -,041 ,076 ,700 Mean Std.
Deviation Absolute Positive Negative Kolmogorov-Smirnov Z Asymp.
Sig.
-taile.
Test distribution is Normal.
Calculated from data.
Source: SPSS Data Processing Results, 2025 The results of the One-Sample Kolmogorov-Smirnov test showed a significance value of 700, indicating that the value is greater than 0.
05, thus concluding that the data is normally http://jurnaldialektika.
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Therefore, the regression model in this study meets the requirements for Figure 2.
Histogram Normality Test Source: Processed by Researchers, 2025 Based on the figure above, it appears that the data follows the histogram line, indicating that the data is normally distributed.
Heteroscedasticity Test Figure 3.
Scatterplot Heteroscedasticity Test Source: SPSS Data Processing Results, 2025 Based on the scatterplot image above, it is found that the points are randomly distributed above, below, and around the number 0 on the Y-axis and do not form a specific pattern.
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Therefore, it can be concluded that the data in this study does not experience Multicollinearity Test Table 7.
Multicollinearity Test Results Coefficients Model 1 (Constan.
Unstandardize d Coefficients Std.
Error
1,605 6,127
Standardize Coefficient Sig.
,262 ,79
6,064 ,00
3,821 ,00
3,075 ,00
Beta
Service Quality ,442 ,073 ,432 Apparatus Competence ,319 ,083 ,301 Community Participation ,305 ,099 ,247 Collinearity Statistics Tolerance VIF
,774
1,292
,633
1,580
,606
1,651
Dependent Variable: Satisfaction Public Source: SPSS Data Processing Results, 2025 Based on the results of the multicollinearity analysis, the tolerance values AUfor variables X1.
X2, and Z were 0.
774, 0.
633, and 0.
606, respectively, all above the minimum threshold Furthermore, the VIF values AUfor variable X1 were 1.
X2 1.
580, and Z 1.
651, all below the maximum threshold of 10.
These results indicate that the three independent variables Service Quality.
Apparatus Competence, and Public Participation do not influence each other excessively or exhibit a strong linear relationship.
Therefore, it can be concluded that this research model does not exhibit multicollinearity, meaning all variables are suitable for use in the regression analysis and are able to make independent contributions in explaining the Public Satisfaction variable.
Autocorrelation Test Table 8.
Results of the Autocorrelation Test Model Summary R Square Adjusted R Std.
Error of Durbin
Square the Estimate Watson
,623
,612
2,386
1,818
,790
Predictors: (Constan.
Public Participation.
Service Quality.
Civil Servant Competence Dependent Variable: Public Satisfaction Source: SPSS Data Processing Results, 2025 Model The Durbin-Watson values AUare as follows:
Table 9.
Test for No Autocorrelation 4-DL
1,818
1,613
1,736
2,387
Source: SPSS Data Processing Results, 2025 Note:
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d: Durbin Watson dL: Lower limit of Durbin Watson dU: Upper limit of Durbin Watson Based on the analysis results in the table above, the Durbin Watson value .
Given the existing conditions, the d value meets the requirements in condition number 2, namely dU < d < .
-dU), or in other words, 1.
736 < 1.
818 < 2.
264, meaning there is no autocorrelation in this study.
Hypothesis Test Results Partial Test (T-Tes.
The formula for finding ttable is:
yca ttabel = 2 .
-k-.
0,05 .
-4-.
= 0,025.
Description:
A: Significance level of error n: Number of samples k: Number of variables This formula is used as a reference to view the ttable in its distribution.
The ttable value obtained at the 0.
025 level with a 95th order is 1.
This ttable value will then be compared with the calculated t.
Table 10.
T-Test Results of Variable X1 against Y Coefficientsa Unstandardized Standardized Coefficients Coefficients Model Std.
Error Beta 1 (Constan.
26,366 5,934 4,443 Quality of Service ,676 ,077 ,661 8,728 AU Dependent Variable: Public Satisfaction Source: SPSS Data Processing Results, 2025
Sig
,000
,000
The results of the T-test analysis of variable X1 against Y above show that the calculated t value is 8.
728 > t table 1.
985 and the significance value of the service quality variable (X.
000, meaning its value is less than 0.
05, so H1 in this study is accepted.
Thus, there is an influence between service quality (X.
and public satisfaction (Y).
Table 11.
Results of the T-test of Variable X2 against Y Coefficientsa Unstandardized Standardized Coefficients Coefficients Model Std.
Error Beta 1 (Constan.
26,669 6,614 4,032 Kompetensi Aparatur
,655
,084
,618
7,784
AU Dependent Variable: Satisfaction Public
Source: SPSS Data Processing Results, 2025
Sig
,000
,000
The results of the T-test analysis of variable X2 against Y above indicate a significance value of 0.
000, which is less than 0.
05, and a calculated t-value of 7.
784 > t-table 1.
985, thus accepting H2 in this study.
It can be concluded that there is an influence between Apparatus Competence (X.
and Public Satisfaction (Y).
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Table 12: Partial Test (T-Tes.
of Variable Z against Y.
Coefficient Unstandardized Standardized Coefficients Coefficients Model Std.
Error Beta 1 (Constan.
34,144 5,708 5,981 Partisipasi Masyarakat
,758
,098
,615
7,711
AU Dependent Variable: Kepuasan Publik
Source: SPSS Data Processing Results, 2025
Sig
,000
,000
The T-test analysis of variable Z against Y above shows that the calculated t-value is 711 > t-table 1.
985, and the significance value for the Public Participation (Z) variable is 000, which is less than 0.
Therefore.
H3 in this study is accepted.
Therefore, there is an influence between Public Participation (Z) and Public Satisfaction (Y).
Simultaneous Test (F Tes.
Table 13.
Simultaneous Test (F Tes.
of Variables X1 and X2 against Y
ANOVAb
Sum of Mean
Model
Squares Square Sig
1Regression 850,842 425,421 68,758 ,000a Residual 600,158 6,187 Total
1451,000
Predictors: (Constan.
Apparatus Competence.
Service Quality Dependent Variable: Public Satisfaction Source: SPSS Data Processing Results, 2025 The analysis results above show that the significance value of X1 and X2 on Y is 0.
meaning the value is less than 0.
05, and the calculated F value of 68.
758 is greater than the Ftable value of 3.
Therefore, it can be concluded that H4 in this study is accepted, namely, there is a simultaneous influence between the variables Service Quality (X.
and Apparatus Competence (X.
on Public Satisfaction (Y).
Table 14 Simultaneous Test (F Tes.
of Variables X1 and X2 on Y Through Z
ANOVAb
Sum of Mean
Model
Squares Square Sig
1 Regression 904,651 301,550 52,986 ,000a Residual 546,349 5,691 Total
1451,000
Predictors: (Constan.
Public Participation.
Service Quality.
Civil Service Competence Dependent Variable: Public Satisfaction Source: SPSS Data Processing Results, 2025 The analysis results above indicate that the significance value of X1 and X2 on Y is 000, meaning they are less than 0.
05, and the calculated F value of 52.
986 is greater than the F table value of 3.
Therefore, it can be concluded that H5 in this study is accepted, namely, there is a simultaneous influence between the variables of Service http://jurnaldialektika.
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Quality (X.
and Apparatus Competence (X.
on Public Satisfaction (Y), with Public Participation (Z) as the intervening variable.
Results of the Coefficient of Determination (R.
Test The higher the R2/R Square value, the more the independent variable explains the dependent variable (Ghozali in Hidayatullah et al.
, 2.
The benchmarks used in this test refer to Chin .
8 in Savitri et al.
, 2.
, where R2 > 0.
67 is classified as strong, 67 > R2 > 0.
33 is classified as moderate, and 0.
33 > R2 > 0.
19 is classified as weak.
Table 15.
Results of the Coefficient of Determination (R.
Test Summary Model Adjusted R Std.
Error of the Model R Square Square Estimate ,790a ,623 ,612 2,386 Predictors: (Constan.
Public Participation.
Service Quality.
Apparatus Competence Dependent Variable: Public Satisfaction Source: SPSS Data Processing Results, 2025 The analysis above shows an adjusted R-square value of 0.
This indicates that Service Quality.
Apparatus Competence, and Public Participation have a 61.
2% influence on the Public Satisfaction variable.
Regarding the closeness of the relationship, according to Chin's benchmark, if the R-value is 0.
790 or 79.
0%, the influence of the independent variables on the dependent variable in this study is classified as strong because R2 > 0.
60 Path Analysis Figure 4.
Path Model Coefficients Source: Processed by Researcher, 2025 Based on the results of the path analysis above, it is known that Service Quality (X.
Apparatus Competence (X.
, and Public Participation (Z) significantly influence Public Satisfaction (Y) at the Deli Tua Sub-district Office.
Deli Serdang Regency.
Partially, all three variables showed a significance value of 0.
000 < 0.
05, thus proving a direct influence on public satisfaction.
Simultaneously, service quality and apparatus competence also significantly influenced public satisfaction with an F-value of 68.
758, which is greater than the F-table of 3.
The path analysis results also show that both X1 and X2 not only directly influence Y but also through public participation as an intervening variable.
The direct effects of X1 and X2 are greater than their indirect effects, but the mediation pathway through Z still makes a positive contribution to increasing public satisfaction.
Thus, the results of this path analysis confirm that the hypothesis regarding the influence of service quality and apparatus http://jurnaldialektika.
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competence on public satisfaction through community participation can be accepted, where increasing service quality, apparatus competence, and community participation together can increase public satisfaction with public services.
The Effect of Service Quality (X.
on Public Satisfaction (Y) The results of the partial t-test in this study indicate that the Service Quality variable (X.
has a positive and significant effect on Public Satisfaction (Y) at the Deli Tua Sub-district Office.
This is evidenced by the calculated t-value of 8.
728, which is greater than the t-table value of 1.
985, with a significance level of <0.
Thus, the first hypothesis (H.
is accepted, meaning that the better the service quality provided, the higher the public satisfaction with public services.
Furthermore, the Adjusted R-square value of 0.
432 indicates that service quality contributes 43.
2% to public satisfaction, with the remainder influenced by other variables not examined in this model.
The Effect of Civil Servant Competence (X.
on Public Satisfaction (Y) The results of the partial t-test indicate that Civil Servant Competence (X.
has a positive and significant effect on Public Satisfaction (Y).
This is evidenced by the t-value of 7.
which is greater than the t-table of 1.
985, with a significance value of <0.
Thus, the second hypothesis (H.
in this study can be accepted, which indicates that the higher the competence of the apparatus, the higher the level of public satisfaction felt by the community.
The Adjusted R Square value of 0.
376 indicates that 37.
6% of the variation in Public Satisfaction can be explained by the competence of the apparatus, while the remaining 62.
4% is influenced by other factors outside the research model.
The Effect of Public Participation (Z) on Public Satisfaction (Y) Based on the research results, it was found that Public Participation (Z) has a positive and significant effect on Public Satisfaction (Y).
This is evidenced by the calculated t-value 711 > t-table 1.
985, with a significance value of 0.
000 for the Public Participation (Z) variable, which is less than 0.
Therefore, the third hypothesis (H.
in this study is accepted, which indicates that the higher the level of Public Participation, the higher the level of Public Satisfaction perceived by the public.
Therefore, there is an influence between Public Participation (Z) and Public Satisfaction (Y).
The Effect of Service Quality (X.
and Apparatus Competence (X.
on Public Satisfaction (Y) Based on the results of the simultaneous test, it was found that Service Quality (X.
and Apparatus Competence (X.
influence Public Satisfaction (Y).
The significance value of X1 and X2 on Y is 0.
000, meaning they are less than 0.
05, and the calculated F value of 68.
758 is greater than the F table value of 3.
Therefore, it can be concluded that H4 in this study is accepted, namely that there is a simultaneous influence between the variables Service Quality (X.
and Apparatus Competence (X.
on Public Satisfaction (Y).
The Effect of Service Quality (X.
and Civil Servant Competence (X.
on Public Satisfaction (Y) Through Public Participation (Z) Based on the research results, it was found that Service Quality (X.
and Civil Servant Competence (X.
influence Public Satisfaction (Y), both directly and through Public Participation (Z) as an intervening variable.
The coefficient of determination test revealed that the independent and intervening variables contributed 61.
2% to public satisfaction, while the remaining 38.
8% was influenced by variables outside the research model.
A correlation value of R = 0.
790 indicates a strong relationship between Service Quality.
Civil Servant Competence.
Public Participation, and Public Satisfaction.
This indicates that the better the service provided and the more competent the civil servants are in carrying out their duties, as well as the higher the public participation, the higher the perceived level of public Furthermore, the simultaneous test (F-tes.
obtained a calculated F-value of http://jurnaldialektika.
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Jurnal DIALEKTIKA: Jurnal Ilmu Sosial.
Vol 23 No.
ARTICLE
986, which is greater than the F-table of 3.
25, with a significance value of <0.
These results demonstrate that simultaneously, the variables of Service Quality.
Apparatus Competence, and Public Participation significantly influence Public Satisfaction at the Deli Tua Sub-district Office.
Deli Serdang Regency.
Therefore, the hypothesis in this study is accepted, meaning that improvements in these three variables will significantly increase public satisfaction with public services.
Therefore, the hypothesis stating the influence of Service Quality (X.
and Apparatus Competence (X.
on Public Satisfaction (Y) through Public Participation (Z) at the Deli Tua Sub-district Office.
Deli Serdang Regency is accepted.
AU CONCLUSION
Based on the results of the research that has been conducted, the conclusions of this study are as follows: Service quality has a positive and significant influence on public satisfaction at the Deli Tua Sub-district Office.
Deli Serdang Regency.
This is proven through a partial test which shows a calculated t value of 8.
728 > t table 1.
985, and a significance value <0.
The Adjusted R Square value of 0.
432 indicates that 43.
2% of the variation in public satisfaction can be explained by service quality.
This means that the better the quality of service in terms of clarity of procedures, timeliness, officer attitudes, and service facilities, the higher the satisfaction felt by the public.
Apparatus competence also has a positive and significant influence on public satisfaction.
The results of the partial test show a calculated t value of 784, greater than t table 1.
985, with a significance value <0.
The Adjusted R Square value 376 indicates that apparatus competence contributes 37.
6% to public satisfaction.
This indicates that the apparatus' understanding of duties, technical skills, communication, discipline, and ability to build good working relationships greatly determine the public's positive perception of the services received.
Public Participation also has a positive and significant influence on Public Satisfaction (Y).
This is evidenced by the calculated t value of 711 > t table 1.
985 with a significance value of the Public Participation variable (Z) of 0.
which means it is smaller than 0.
Thus, the third hypothesis (H.
in this study is accepted.
Based on the results of the simultaneous test, it is known that Service Quality and Apparatus Competence influence Public Satisfaction (Y), indicating that the significance value of X1 and X2 on Y is 0.
000 which means the value is smaller than 0.
05 and the calculated F value of 758 > F table 3.
Therefore, it can be concluded that H4 in this study is accepted.
Simultaneously, service quality (X.
, apparatus competence (X.
, and public participation (Z) have a positive and significant influence on public satisfaction (Y).
The F test results show a calculated F value of 52.
986 > Ftable 3.
25 with a significance of <0.
The coefficient of determination (RA) value of 0.
612 indicates that 61.
2% of public satisfaction can be explained by these three variables together, while the remaining 38.
8% is influenced by other factors.
This indicates that public participation is able to be an intermediary variable .
that strengthens the influence of service quality and apparatus competence on public satisfaction.
The higher the level of public participation, the more effective the influence of service and apparatus performance in increasing public satisfaction.
REFERENCE