The Impact of Employee Competence and Organizational Climate on Service Satisfaction and Its Effect on Trust at the Animal Health Center (Puskeswan) in Serang City
DOI:
https://doi.org/10.55606/ijemr.v5i2.778Keywords:
Employee Competence, Organizational Climate, PLS-SEM, Service Satisfaction, TrustAbstract
Public trust in public services is an important factor for the sustainability of service delivery. At the Serang City Animal Health Center (Puskeswan), trust can be developed through service satisfaction, which is influenced by the quality of human resources and the organizational climate. This study aims to analyze the effects of Employee Competence (X1) and Organizational Climate (X2) on Service Satisfaction (Y) and their impact on users’ Trust (Z) at the Serang City Puskeswan. This study employed a quantitative approach using a survey method. The population consisted of 224 service users, and a sample of 144 respondents was obtained, including 118 passive users and 26 active users. Data were collected using a 1–5 Likert-scale questionnaire and analyzed using PLS-SEM with SmartPLS. The results indicate that Employee Competence has a significant effect on Service Satisfaction (β = 0.664; p = 0.000), and Organizational Climate also has a significant effect on Service Satisfaction (β = 0.497; p = 0.000). Service Satisfaction significantly affects trust (β = 0.473; p = 0.000). Employee Competence and Organizational Climate also directly affect trust (β = 0.335; p = 0.000) and (β = 0.293; p = 0.000), respectively. In conclusion, improving employee competence and creating a conducive organizational climate can enhance service satisfaction, thereby strengthening users’ trust
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