PERAN ANTARA KOMPETENSI PELAYANAN PUBLIK, KOMUNIKASI, DINAMIKA ORGANISASI PUBLIK DAN EVALUASI KINERJA DI KELURAHAN BANGKINGAN

Abstract

This study aims to analyze the influence of employee competence and communication on community satisfaction in Bangkingan Urban Village, Surabaya City. Public service at the urban village level is the frontline of direct interaction between the government and the community, making the quality of human resources a crucial factor in its implementation. The research method used is a qualitative approach with data collection techniques including observation, in-depth interviews, documentation, and limited questionnaires. The results show that competence, including knowledge, skills, and work attitude, as well as effective communication, have a significant impact on community satisfaction. Periodic performance evaluations also support the improvement of public service quality. This research contributes to the development of strategies for enhancing human resource capacity and strengthening the harmonious relationship between the community and the local government.