Research Paper
Year: 2020 | Month: January | Volume: 7 | Issue: 1 | Pages: 244-252
Effect of Good Governance Application against Public Satisfaction with Excellent Service as an Intervening Variable in the Medan Tembung Sub-District Office
Febriman Sitompul1, Prihatin Lumbanraja2, HB. Tarmizi2
1Postgraduate Students Faculty of Economics and Business at Universitas Sumatera Utara, Indonesia
2Postgraduate Lecturer Faculty of Economics and Business at Universitas Sumatera Utara, Indonesia
Corresponding Author: Febriman Sitompul
ABSTRACT
This study aims to examine the influence of good governance against public satisfaction mediated by the excellent service of Medan Tembung Sub-District employees. The data in this study were obtained from the results of filling out the questionnaire by 100 respondents who were all residents who received services in Medan Tembung Sub-District. The result of data subsequent studies were analyzed both descriptively and quantitatively to find a picture of good governance, excellent service and public satisfaction that received services in Medan Tembung Sub-District and to determine the influence of good governance against public satisfaction mediated by the excellent service of Medan Tembung Sub-District employees. Descriptive analysis was carried out by looking at the average value of each indicator of the research variable, while the quantitative analysis was carried out using PLS analysis techniques with the help of the SmartPLS 3 version programme. Based on the results of the PLS analysis, the analysis shows that directly, good governance can influence against public satisfaction with a path coefficient of 0.518, in addition, this variable also has a significant influence against excellent service variable with a path coefficient of 0.454 and excellent service variables can influence against public satisfaction with a path coefficient of 0.496. Based on this relationship, in general it can be concluded that in addition to directly affecting public satisfaction, good governance can also indirectly influence public satisfaction by being mediated by excellent service variables.
Keywords: Good Governance, Excellent Service, Public Satisfaction.
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