Pengaruh Kualitas Pelayanan, Transparansi, Dan Kompetensi Aparatur Desa Terhadap Kepuasan Masyarakat Dalam Pelayanan Administrasi Desa Ngabab

Abstract

Abstract

This study aims to examine the influence of service quality, transparency, and village officials' competence on community satisfaction with administrative services in Ngabab Village, Pujon District, Malang Regency. A quantitative approach with an associative research design was employed. The study population consisted of 4,299 residents aged 19–65 years, from which 366 respondents were selected using the Slovin formula and simple random sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression with SPSS. The findings indicate that service quality, transparency, and village officials' competence each have a positive and significant effect on community satisfaction. Simultaneously, the three independent variables also have a positive and significant influence on community satisfaction. These findings suggest that improving service quality, ensuring transparency, and enhancing the competence of village officials are essential to increasing public satisfaction with village administrative services. Therefore, village governments should continuously improve service quality, strengthen transparency, and develop the capacity of village officials to deliver more effective, professional, and citizen-oriented public services.

Keywords: Service Quality, Transparency, Village Officials' Competence, Community Satisfaction.