Service Responsiveness, Employee Competence, and Technology Use: Effects on Business Actor Satisfaction via Service Quality

Abstract

Purpose: This study analyzes the influence of service
responsiveness, employee competence, and use of technology on business actor satisfaction through service quality at the Investment and One-Stop Integrated Service Office (DPMPTSP) of Karimun Regency.

Methodology: A quantitative survey was administered to 162 business actors selected from a population of 1,732 licensing service users through the Slovin formula, with data collected via Google Forms and analyzed using Partial Least Squares Structural Equation Modeling.

Results: Service responsiveness had a positive but nonsignificant effect on service quality (11.9%) and a negative, non-significant effect on satisfaction (9.8%). Employee competence and technology use had positive and significant effects on service quality (58.5% and 26.5%) and satisfaction (34.2% and 18.3%). Service quality significantly affected satisfaction (55.3%) and mediated the effects of competence (32.4%) and technology (14.7%), while its mediation of responsiveness remained non-significant (6.6%).

Conclusions: Employee competence and technology use, rather than responsiveness alone, are the principal drivers of service quality and satisfaction, and service quality functions as a genuine mediator linking these capabilities to satisfaction outcomes.

Limitations: The study is confined to a single regency
licensing office and relies on self-reported survey data, which may limit generalizability to other regions or service sectors.

Contributions: This study provides empirical evidence that service quality mediates organizational capabilities and business actor satisfaction in Indonesian one-stop licensing services.