Assessing Public Service Quality and Its Impact on Community Satisfaction in Local Government Offices: A Study in Pematangsiantar
Abstract
Objective: Public service quality is a fundamental pillar of local governance that directly reflects the state's commitment to its citizens. In Pematangsiantar, persistent gaps between community expectations and bureaucratic performance have necessitated a critical evaluation of institutional effectiveness. This study aims to assess the impact of public service quality on community satisfaction within local government offices.
Research Method: This study employed a quantitative approach with a descriptive-associative design. Data were collected from 90 respondents in Pematangsiantar, determined using the Hair et al. formula (18 indicators x 5). The research instrument consisted of a structured questionnaire featuring 18 items (9 for Public Service Quality and 9 for Community Satisfaction). Data analysis was performed using IBM SPSS software, involving normality test and simple linear regression analysis to evaluate the hypothesis.
Results: The statistical analysis confirmed a significant and positive relationship between the variables. The regression model (Y = 12.915 + 0.597X) yielded a t-statistic = 7.209 with a significance value = 0.000 (p < 0.05). Furthermore, the coefficient of determination (R2) was 0.371, indicating that public service quality accounts for 37.1% of the variance in community satisfaction. These findings suggest that every unit of improvement in service standards significantly elevates the public’s perceived value of the government.
Conclusion: This study concludes that public service quality is a vital antecedent to community satisfaction in Pematangsiantar. To enhance institutional trust, local authorities must prioritize human-centric reforms, specifically focusing on staff empathy and administrative reliability. Future research is suggested to incorporate additional variables such as digital literacy or institutional image to further explain the remaining 62.9% of the satisfaction variance.
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