Analysis Factors Affecting Service Quality With Employee Engagement as Moderating Factor (Case Study in Public Services In Rural Government)

Abstract

This study aims to analyze the factors that influence service quality in rural government public services and examine the moderating role of employee engagement. Data were collected from 100 village government employees representing administrative, public service, and licensing divisions. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), the findings indicate that employee competence, organizational support, and facility availability have significant positive effects on service quality. Employee engagement was found to moderate the relationship between employee competence and service quality, strengthening the positive effect of competence on service outcomes. However, employee engagement only showed marginal moderation on organizational support and did not moderate the relationship between facility availability and service quality. The model explains 64.2% of the variance in service quality, suggesting strong predictive relevance. This study highlights the importance of employee competence, organizational support, and psychological engagement in improving rural public service quality. The results provide practical implications for rural governments to prioritize employee development, enhance organizational support systems, and cultivate engagement-driven work environments to improve service delivery and strengthen public trust.