Physical facilities, service quality, human resource competence, and service satisfaction (a study of logistics facilities at the financial services authority head office) front

Abstract

This study aims to analyze the influence of physical facilities, service quality, and human resource competency on satisfaction of logistics facility services for internal customers at the Financial Services Authority (OJK) Head Office, Jakarta. This study is motivated by the importance of providing effective logistics facility services in supporting the implementation of operational activities and organizational performance. The study uses a quantitative approach with a survey method. Data were collected through distributing questionnaires to 356 OJK employees at the Head Office as users of logistics facility services and analyzed using multiple linear regression analysis with the help of Statistical Package for Social Sciences (SPSS) version 25 software. The results of hypothesis testing indicate that physical facilities, service quality, and human resource competency have a positive and significant effect on service satisfaction. Simultaneously, the three independent variables have a significant effect on service satisfaction with a coefficient of determination (R²) of 0.635, which indicates that 63.5% of the variation in service satisfaction can be explained by physical facilities, service quality, and human resource competency, while the remaining 36.5% is influenced by other factors outside this study. Physical facilities are the variable with the greatest influence on service satisfaction compared to other independent variables. Research findings indicate that continuous improvement of physical facilities, service quality, and human resource competency is necessary to enhance service satisfaction among logistics facility users within the OJK Head Office.