The Effects of Public Service Quality and Human Resource Quality on Community Satisfaction: Evidence from the Mattampa Walie Village Office, Bone Regency, Indonesia

Riska Riska; Gunawan Gunawan; Solihin Mattalatta

Riska Riska Sekolah Tinggi Ilmu Ekonomi Amkop Makassar
Gunawan Gunawan Sekolah Tinggi Ilmu Ekonomi Amkop Makassar
Solihin Mattalatta Sekolah Tinggi Ilmu Ekonomi Amkop Makassar

Keywords: Public Service Quality, Human Resource Quality, Communitiy Satsfaction, Local Government Administration, Village Office, Public Sector Management

Abstract

This study aims to examine the effects of public service quality and human resource quality on community satisfaction at the Mattampa Walie Village Office, Bone Regency, Indonesia. The research investigates how service delivery performance and employee competence contribute to improving citizens’ perceptions of satisfaction. A quantitative research design was employed using a survey method. Data were collected from community members who received services from the village office through structured questionnaires. The collected data were analyzed using multiple linear regression to determine the partial and simultaneous effects of the independent variables on community satisfaction. The findings indicate that public service quality has a positive and significant effect on community satisfaction. Similarly, human resource quality significantly influences community satisfaction. Simultaneously, both variables contribute meaningfully to explaining variations in community satisfaction levels. These results highlight the importance of enhancing service procedures, responsiveness, reliability, and employee competence to achieve higher public satisfaction. The study implies that local government institutions should prioritize continuous improvement in service standards and human resource development to strengthen public trust and administrative performance at the village level.

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