The Influence of Employee Competence and the Utilization of Information Technology on the Quality of Public Services at the Aceh Besar Public Service Mall

Abstract

Bureaucratic challenges in Aceh Besar continue to hamper the achievement of optimal service quality. This study aims to analyze the influence of employee competence and the utilization of information technology on the quality of public services at the Public Service Mall (MPP) of Aceh Besar Regency, Aceh Province, Indonesia. Data were collected during January to March 2026 from 100 public service users selected using accidental sampling. The methodology employed was a quantitative causal-associative approach, utilizing multiple linear regression analysis with SPSS 25 software. The results indicate that, partially, employee competence has a positive and significant influence on service quality (β = 0.425, sig. = 0.005). The utilization of information technology also exerts a positive and significant influence (β = 1.146, sig. = 0.000), emerging as the most dominant factor in improving service quality. Simultaneously, these two variables contribute 80.9% to the variation in public service quality. These findings confirm that the integration of human resource competence and information technology serves as a strategic foundation for enhancing public service delivery, providing empirical evidence for policy development in newly established integrated service institutions