THE INFLUENCE OF HUMAN RESOURCE COMPETENCIES AND INTERPERSONAL COMMUNICATION ON SERVICE QUALITY AND ITS IMPLICATIONS FOR PUBLIC SATISFACTION AT THE WEST JAVA MANPOWER AND TRANSMIGRATION OFFICE
DOI:
10.5281/zenodo.18939589Published:
2026-02-28Downloads
Abstract
Public services in the employment sector face increasingly complex challenges along with rising public demands for fast, transparent, and high-quality services. This condition is also evident in West Java Province, which has a large labor force and relatively high unemployment rate, placing the West Java Provincial Manpower and Transmigration Office (Disnakertrans) in a strategic yet highly pressured position. Although the Community Satisfaction Index indicates a very good category, there remains a gap between formal evaluations and the actual public perception of the services received. This study aims to analyze the influence of human resource competence and interpersonal communication on service quality and its implications for public satisfaction. The research employed an associative quantitative method with a cross-sectional design. A sample of 233 respondents was determined using the Slovin formula from a population of 553 service users. Data were collected through questionnaires and analyzed using path analysis with SPSS. The results show that human resource competence and interpersonal communication have a significant effect on service quality, and service quality has a significant effect on public satisfaction. Service quality is proven to mediate the effect of human resource competence and interpersonal communication on public satisfaction
Keywords:
Human Resource Competence Interpersonal Communication Service Quality Public SatisfactionReferences
Abed, L.G., Abed, M.G., & Shackelford, T.K. (2023). Interpersonal communication style and personal and professional growth among Saudi Arabian employees. International Journal of Environmental Research and Public Health, 20(2), 910.https://doi.org/10.3390/ijerph20020910
Adiningsih, WI (2023). Analysis of the Influence of Self-Efficacy, Proactive Personality, and Job Crafting on Job Satisfaction of Gig Workers: A Study of Gojek Motorcycle Drivers in the Tangerang Region.
Ariadi, Badaruddin, & Saharuddin. (2023). Human Resource Management in the Digital Era: A Bibliometric Study. MEA Scientific Journal (Management, Economics, and Accounting), 7(2), 1346–1352.
Arif Fakhrudin, & Yuliadi, I. (2024). The Development of Management Science: A Review from the Philosophy of Science. Journal of Aerospace Management, 16(2), 411–426. https://doi.org/10.56521/manajemen-dirgantara.v16i02.1045
Baki, NU, Rasdi, RM, Krauss, SE, & Omar, MK (2023). Employee Competencies in the Age of Artificial Intelligence: A Systematic Review from Southeast Asia. International Journal of Academic Research in Economics and Management Sciences, 12(1).
Devi, NKTN, & Suwirmayanti, NLGP (2023). The Influence of Public Service Quality and Image of the South Kuta District Office on Public Satisfaction Levels. E-Business: Scientific Journal of Economics and Business, 16(2), 384–394.
Dewi, RA, & Suryani, L. (2023). The Influence of Service Quality and Employee Competence on Public Satisfaction at the Paju Epat District Office, East Barito Regency. JAPB, 6(2), 1536–1546.
Hery, A. (2024). Human Resource Management. Bandung: PT. Remaja Rosda Karya.
Mulyani, S., & Widodo, W. (2023). The Influence of Human Resource Competence, Organizational Commitment, and Work Environment on Employee Performance. Scientific Journal of Management, 12(3), 123–134.
Nasution, AH, Madelta, C., & Salwa, SK (2025). Operationalization of Management Functions in Educational Institutions. 02(01), 468–477.
Nizamuddin, S., Kurniawan, B., & Subhan, M. (2024). Bambang Kurniawan, Sultan Thaha Syaifudin State Islamic University, Jambi. Journal of Student Research (JSR), 2(1), 106–120.
Nurcahyani, Y., & Kurniawan, D. (2024). Analysis of the Relationship between Employee Competence and the Quality of Public Services in Ciputat District. Journal of Public Administration, 9(2), 101–112.
Panggabean, D., & Simanjuntak, R. (2022). Human Resource Management and Its Impact on Government Employee Performance. Scientific Journal of Administration, 7(1), 45–57.
Riyanto, S., & Handayani, P. (2023). The Influence of Employee Competence and Service Quality on Public Satisfaction at the Sidoarjo District Office. Journal of Public Administration, 18(2), 87–99.
Rohman, F., & Fatimah, N. (2024). The Influence of HR Competence, Internal Communication, and Organizational Culture on Employee Performance. Journal of Economics and Management, 11(1), 45–60.
Rohman, S., & Fadilah, Y. (2024). Human Resource Management and Service Quality: Case Analysis of the Population and Civil Registry Service. Journal of Management & Public Service, 10(2), 75–88.
Rohmat, M., & Cahyani, R. (2023). Employee Competence and Public Service Quality as Determinants of Public Satisfaction. Journal of Public Administration, 15(3), 201–214.
License
Copyright (c) 2026 Nova Karlina, Farida Yuliaty, Sobarna Kartamihardja, Kosasih, Vip Pramarta
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
