Influence of work facilities, competency, communication on business participants' satisfaction through service quality as a variable intervening at investment and one door opening service of the province of the Riau Island Government

Purpose: This study aimed to analyze the effect of Work Facilities, Competence, and Communication on Business Satisfaction through Service Quality as an intervening variable at the Investment and One-Stop Integrated Service Office of the Riau Islands Provincial Government, totaling 168 employees. Research Methodology: The sample used in this study was the entire population of 168 employees of the Investment Service and One-Stop Integrated Service of the Riau Islands Provincial Government. In this study, the sampling technique used was nonprobability sampling with the technique taken, namely saturated sampling (census). The research method uses a quantitative approach with the analysis of partial least squares (PLS) analysis techniques with SmartPLS version 4.0. Results: The results indicate that Work Facilities have a positive and significant effect on satisfaction. Competence has a positive and insignificant effect on satisfaction. Communication had a positive and insignificant effect on satisfaction. Service Quality had a positive and significant effect on satisfaction. Work facilities had a positive and significant effect on service quality. Competence has a positive and significant effect on Service Quality. Communication has a positive and significant effect on Service Quality. Service Quality does not mediate the influence of Work Facilities on Satisfaction. Service Quality mediates the influence of Competence on Satisfaction. Service Quality mediates the influence of Communication on Satisfaction.