THE ROLE OF ORGANIZATION, EMPLOYEE COMPETENCE, AND AVAILABILITY OF INFRASTRUCTURE TOWARDS USER SATISFACTION WITH SERVICE QUALITY AS AN INTERVENING VARIABLE AT THE MAIN CUSTOMS AND EXCISE SERVICE OFFICE TYPE B BATAM

Abstract

This study aims to analyze the influence of organizational roles, employee competencies, and the availability of infrastructure on service quality and user satisfaction, and to examine the role of service quality as an intervening variable at the Batam Type B Customs and Excise Main Service Office. The study uses an explanatory quantitative approach. The study population was 124 service users and a sample of 95 respondents determined by the Slovin formula at a 5% error rate and proportionate random sampling technique. Primary data were collected through a 1–5 Likert scale questionnaire and analyzed using Structural Equation Modeling based on Partial Least Square (SEM-PLS) with SmartPLS. The results showed that organizational roles significantly influenced service quality, employee competencies significantly influenced service quality and user satisfaction, and the availability of infrastructure significantly influenced service quality. Service quality significantly influences service user satisfaction. Conversely, organizational roles and infrastructure did not have a direct significant effect on user satisfaction. Service quality mediated the influence of employee competencies and the availability of infrastructure on user satisfaction, but did not mediate the influence of organizational roles. The R² value for service quality of 0.876 and user satisfaction of 0.726 indicates strong explanatory power of the model. This finding confirms that improving user satisfaction primarily requires strengthening service quality, employee competence, and infrastructure support.