Factors Affecting Public Service Quality Through Employee Performance at the Public Works and Spatial Planning Agency of Demak Regency

Abstract

This study examines the effects of the ASN BerAKHLAK Core Values, work discipline, and human resource competence on public service quality through employee performance as an intervening variable at the Department of Public Works and Spatial Planning (DINPUTARU) of Demak Regency. A quantitative survey was conducted involving 66 Civil Servants selected through purposive sampling. Data were collected using questionnaires and analyzed with Path Analysis in SPSS Version 25. The results show that the ASN BerAKHLAK Core Values, work discipline, and human resource competence significantly influence employee performance, which in turn significantly improves public service quality. In addition, employee performance significantly mediates the relationship between the three independent variables and public service quality. These findings indicate that strengthening the implementation of the ASN BerAKHLAK Core Values, improving work discipline, and enhancing human resource competence can improve employee performance and ultimately enhance public service quality.