The The Employee’s Professionalism to Realize Public Service Satisfaction

Abstract

The immigration function contained in Law Number 6 of 2016 chapter I article I point three states that immigration is one of the institutions that performs state functions in the administrative sector. To carry out its task, competent officers are needed to provide satisfaction in service as an effort torealize a good condition of social environtment in public service. In the service process during service is important. Customers always demand fast, uncomplecated and low cost of service. For thats demand fulfilled, professionalism must be build to create the social fair and safe. The aims of research to prove that customer satisfaction is not only influenced by service quality but can be influenced by other factors. It also prove that the customer satisfaction important in realize good social environtment at a good public service. Method of research used quantitative with survey approach. Data obtained using a questionnaire that has been tested for validity and reliability. Data was collected from 394 respondent and processed using version 20.0 SPSS application. This study use professionalism as independent variable, customer equity as dependent variable and responsiveness as intervening variable. Result of study finded indications that there has a direct positive influence on professionalism and responsiveness to customer satisfaction. However, responsiveness variables can be predictor variables that give indirect positive effect professionalism to customer satisfaction.