Mediation Effect of Job Satisfaction: Work Motivation and E-Government on Service Quality in the Government of Aceh Singkil, Indonesia

Abstract

Many studies have shown that public criticism of the low quality of public services has occurred everywhere, from top-level to lower-level government services. This circumstance is also possible in the regional Government of Aceh Singkil Regency. The Indonesian government, including Aceh Singkil Regency, used e-government—the use of technology for information and communication in government administration—to address the problem of poor public service. This article examines the effect of work motivation and quality of e-government on service quality by considering the mediating effects of employee satisfaction on employees. This type of research is quantitative associative by using a convenience sampling technique from a sample of 103 Civil Servants in the Government of Aceh Singkil Regency. Data was collected using a reliable and validated Likert scale questionnaire. The classical assumption test was then analyzed by The classical assumption test was subsequently examined through the statistical Structural Equation Modeling (SEM) analysis using Analysis of Moment Structures (AMOS), and the Sobel test was applied to analyzing the acquired data—additionally, reviews of the literature assisted in gathering the data process. The study’s results demonstrate a positive and significant influence on the work motivation variable, the partial effect of e-government quality on job satisfaction and service quality. There is no effect of job satisfaction on service quality. The job satisfaction variable, either directly or as a mediating variable, has yet to be able to contribute to service quality.