The Influence of Police Officer Competence on Community Satisfaction through Public Service Quality in Driver's Licence Services at Limboto Police Station

Abstract

Limboto District Police is one of the service centers for driver's license issuance that has a working area in Gorontalo Regency. Public satisfaction is a very important performance indicator, because it concerns the sense of security and protection felt by the community. This study aims to determine the role of police apparatus competence on public satisfaction in driver's license service at Limboto Police Station. This research was conducted from August to December 2024. This research uses a quantitative approach in obtaining data. The research method is expost facto and correlational research design. The sample in the study was 100 people. The data analysis technique used is SEM-PLS. Based on hypothesis testing, it is known that the competence of police officers has a significant effect on the quality of service for making driver's licenses and has no effect on public satisfaction. Service quality has a significant effect on public satisfaction in the service of making driving licenses. The competence of police officers through the quality of public services has a significant effect on public satisfaction in driver's license services at Limboto Police Station. The positive and significant effect shows that the quality of public services is a good intervening variable (mediation) or is able to increase the influence of the competence of police officers on community satisfaction in driver's license services.