THE INFLUENCE OF PROFESSIONALISM, DELIVERY SERVICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT THE BUKITTINGGI CITY SAMSAT OFFICE

Abstract

Background - Customer satisfaction is a crucial indicator of public service performance, yet there is limited
research on the integrated effects of professionalism, service delivery, and service quality on customer
satisfaction in the context of developing countries. This study aims to bridge this gap by examining these
relationships at the Bukittinggi City Samsat Office in Indonesia, which provides essential services related to
vehicle registration and taxation.
Purpose - Drawing on the service quality literature, it is hypothesized that professionalism, service delivery, and
service quality have direct and indirect effects on customer satisfaction
methodology - A quantitative approach was employed, involving a survey of 100 randomly selected taxpayers.
Path analysis reveals that professionalism (? = 0.263, p < 0.01), service delivery (? = 0.330, p < 0.01), and service
quality (? = 0.334, p < 0.001) have significant direct effects on customer satisfaction, with service quality exhibiting
the strongest influence
Findings - Additionally, professionalism and service delivery indirectly affect customer satisfaction through their
impact on service quality. These findings highlight the importance of fostering professionalism, efficient service
delivery, and high-quality service to enhance customer satisfaction in public service organizations.
Originality - The study extends the literature by providing empirical evidence from an Indonesian public service
context and offers practical implications for public service managers and policymakers seeking to improve public
service performance and customer satisfaction.