The Influence of Human Resource Competence and the use of E-Government Systems on Complaint Responsibility Towards Public Service Satisfaction (Case Study in the Field of Control and Order of the Semarang City Transportation Agency)

Abstract

This study aims to analyze the effect of Human Resource Competence and the Use of E-Government Systems on Complaint Responsiveness and its impact on Public Service Satisfaction at the Control and Enforcement Division of the Semarang City Transportation Service. The background of this research is based on the phenomenon of delayed responses to public complaints submitted through electronic-based complaint systems, which potentially affects the level of public service satisfaction. This research employed a quantitative approach using explanatory research design. The population consisted of residents of Semarang City who had submitted complaints through the public complaint system. A total of 100 respondents were selected using purposive sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression with SPSS software. The results indicate that: (1) Complaint Responsiveness has a positive and significant effect on Public Service Satisfaction; (2) Human Resource Competence has a positive and significant effect on Public Service Satisfaction; (3) Human Resource Competence has a positive and significant effect on Complaint Responsiveness; (4) E-Government System has a positive and significant effect on Complaint Responsiveness; and (5) E-Government System has a positive and significant effect on Public Service Satisfaction. These findings demonstrate that improving employee competence and optimizing the E-Government system can enhance responsiveness in handling public complaints, which ultimately leads to increased public service satisfaction. Therefore, strengthening human resource capacity and continuously developing electronic-based service systems are essential to achieve effective, efficient, and responsive public services.