PENGARUH GOOD GOVERNANCE DAN EFEKTIVITAS KERJA PEGAWAI TERHADAP KEPUASAN MASYARAKAT MELALUI PELAYANAN PUBLIK

Abstract

This research determines the effect of good governance and employee work effectiveness on public service. It also determines the effect of good governance, employee work effectiveness, and public service on public satisfaction. Furthermore, the research determines the effect of pubic service that mediates the effect of good governance and employee work effectiveness on public satisfaction. The study applies quantitatively. Moreover, the data collection technique used was purposive sampling, questionnaire as the instrument. The questionnaires were distributed to 97 respondents as samples. Additionally, the data analysis techniques used were data quality test, classical assumption test, multiple linear regression with path analysis, and the Sobel test, as well as structural equation modelling and hypothesis test with SPSS version 26. The result shows that good governance and employee work effectiveness have a positive impact on public service. Likewise, good governance, employee work effectiveness, and pubic service have a positive effect on public satisfaction. Meanwhile, good governance does not affect public service quality. It means that public service cannot mediate the relationship between good governance on public satisfaction. In addition, public service partially mediates the relationship between employee work effectiveness on public satisfaction.