THE EFFECT OF PUBLIC TRANSPARENCY, COMPETENCE THE QUALITY OF PUBLIC SERVICES, AND CUSTOMER SATISFACTION MEDIATED BY APPARATUS PERFORMANCE

Abstract

The performance of State Civil Apparatus (ASN) employees is the result or output of the tasks and responsibilities carried out by civil servants in carrying out public service functions, government administration, and national development. The performance of State Civil Apparatus (ASN) employees in Indonesia still has several problems, including the lack of transparency in public services, employee competence, quality of public services, and inadequate facilities and infrastructure to support employee performance. This study uses a quantitative method with the SEM-PLS approach (SEM PLS (Structural Equation Modeling - Partial Least Squares) data collected through observation, interviews, and documentation. The results of the study indicate that (1) the performance of State Civil Apparatus (ASN) employees in Indonesia is less than optimal, seen from the lack of employee understanding of the tasks given and the low level of discipline, (2) inhibiting factors include the lack of quality human resources in terms of completing work, lack of employee discipline regarding working hours, and inadequate facilities and infrastructure to support employee performance. (3) driving factors include salary or allowances and a smooth internet network. To improve the performance of State Civil Apparatus (ASN) employees, the government of the Republic of Indonesia completes and renews existing facilities and infrastructure, to employees to improve discipline in terms of attendance according to the schedule set, and to the public to be more careful in terms of completing requirements when dealing.