ANALYSIS OF SOCIO-ECONOMIC FACTORS THAT INFLUENCE THE LEVEL OF PUBLIC SERVICE SATISFACTION IN MEDAN CITY

Research Objectives The aim of this research is to determine and analyze the extent to which variables of people's income, employment status and social conditions influence increasing public service satisfaction through the quality of public services as an intervening variable . Originality The subjects of this research are the residents/community of Medan City, where the variables in this research are independent variables, namely people's income, employment status, and social conditions , the dependent variable, namely the variable increasing public service satisfaction and the intervening variable is the service quality variable public . The results of data analysis used SEM analysis using SMART PLS 4.0 software. Data collection techniques through questionnaire studies . Design/methodology/approach Method research using descriptive quantitative data analysis methods using the structural equation model (SEM) method, where the results of data processing using the SEM method are carried out using the PLS 4.0 application . Findings From the results of this research, the conclusions that exist are that partially the variables of people's income, employment status and social conditions have an influence on increasing satisfaction with public services and influence the quality of public services. Simultaneously, the variables of people's income, employment status and social conditions influence increasing public service satisfaction through the variable quality of public services as an intervening variable . Implementation : Increasing people's income, good employment status and social conditions which require the Medan City Government to implement the principle of maximum service will tend to have an impact on improving service quality and increasing satisfaction with the public services provided to the community.