The Effect of Employee Competence and Socialization Through Service Quality on Community Satisfaction in Mestong District, Muaro Jambi Regency

Abstract

This research aims to obtain an overview of employee competence, socialization, public service quality, and community satisfaction as well as analyze the direct or indirect influence of employee competence and socialization on community satisfaction through the quality of public services. The research was carried out in Mestong District, Muaro Jambi Regency. The population in this study is people who receive services in Mestong District, Muaro Jambi Regency in 2025 with a sample of 100 respondents. Data collection was carried out through the distribution of questionnaires to respondents. The data analysis technique used was path analysis followed by hypothesis testing using the F test (simultaneous) and the t test (partial). All data processing is carried out using SPSS. The results of the descriptive study show that employee competence, socialization, quality of public services, and community satisfaction are in the good category. Based on the results of the path analysis, it is known that employee competence and socialization simultaneously or partially have a positive effect on the quality of public services. In addition, employee competence and socialization also have a positive effect on community satisfaction, both directly and indirectly through the quality of public services as an intervening variable. The quality of public services has also been proven to have a positive and significant effect on public satisfaction. The findings of the study show that improving employee competencies supported by the implementation of effective socialization is able to improve the quality of public services so that it has an impact on increasing public satisfaction. The quality of public services is the most dominant variable in strengthening the relationship between employee competence, socialization, and community satisfaction in Mestong District, Muaro Jambi Regency.