Influence of Service Quality, Performance Commitment, Employee Competence, and Responsiveness on Public Satisfaction in Motor Vehicle Testing Services at the Department of Transportation of Ngawi Regency

Daffa Alfian Syahputra; Choirum Rindah Istiqaroh; Muhammad Imron

doi:10.63922/ijbqr.v4i03.5252

Daffa Alfian Syahputra Universitas Merdeka Madiun, Indonesia
Choirum Rindah Istiqaroh Universitas Merdeka Madiun, Indonesia
Muhammad Imron Universitas Merdeka Madiun, Indonesia

DOI: https://doi.org/10.63922/ijbqr.v4i03.5252

Keywords: Employee Competence, Employee Responsiveness, Performance Commitment, Public Satisfaction, Service Quality

Abstract

The objective of this study is to investigate how service quality, performance commitment, competence, and employee responsiveness influence public satisfaction within motor vehicle inspection services at the Ngawi Regency Transportation Office. Employing a causal-associative quantitative design, the study sampled 100 service users determined through Slovin's formula and selected via random sampling. Data gathered from structured questionnaires were evaluated using multiple linear regression analysis. The findings reveal that all four independent variables simultaneously have a significant impact on public satisfaction, F = 53.147, p < 0.001, explaining 71.0% of the total variance (Adjusted R Square = 0.696). Individually, service quality (Beta = 0.724, p < 0.001) and employee competence (Beta = 0.163, p = 0.012) positively and substantially predict community satisfaction, with service quality emerging as the primary driver. In contrast, performance commitment (p = 0.206) and staff responsiveness (p = 0.336) exhibit no statistically significant partial effects. The study concludes that tangible service standards and technical proficiency are the actual catalysts for citizen satisfaction, rather than operational commitments or individual responsiveness. Consequently, the organization should focus strategic efforts on enhancing physical service attributes and providing ongoing technical development for its personnel.

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