Pengaruh Penerapan Good Governance terhadap Kepuasan Publik dengan Pelayanan Prima (Excellent Service ) sebagai Variabel Intervening pada Kantor Kecamatan Medan Tembung

Abstract

The objective of the research is to examine the influence of Good Governance on public satisfaction, mediated by excellent service of the employees of the Sub-district Office of Medan Tembung The data are gathered by distributing questionnaires to 100 respondents who get the service at the Sub- district Office of Medan Tembung. The gathered data are analyzed descriptively and quantitatively to find out the description of Good Governance, excellent service, and public satisfaction of those who have been served at the Sub-district Office of Medan Tembung and to find out the influence of Good Governance on public satisfaction, mediated by the employees' excellent service. Descriptive analysis is done to find out the mean value of each indicator of the research variables while quantitative analysis is done by using PLS analysis technique and Smartpls version 3. The result of PLS analysis shows that directly. Good Governance has an influence on public satisfaction with the path coefficient of 0.518. In addition, it has a significant influence on the variable of excellent service with the path coefficient of 0.496. Based on this correlation, it can be concluded that Good Governance not only can directly influence the public satisfaction but it can also indirectly influence the public satisfaction by the mediation of excellent service.