Published: 2026-06-01
Peran Kepuasan Peserta Sebagai Variabel Mediasi Dalam Pengaruh Kualitas Pelayanan dan Komunikasi Field staff Terhadap Efektivitas Program Fasilitasi Pendampingan Usaha Akses Reforma Agraria Tahun 2025
DOI: 10.35870/jemsi.v12i3.6723
Abstract
This study aims to examine the influence of service quality and communication of Field staff on the effectiveness of the Business Assistance Facilitation Program within Agrarian Reform, with participant satisfaction as a mediating variable. The study is motivated by the need to ensure that agrarian reform programs not only focus on asset legalization but also support sustainable economic empowerment for beneficiary communities. A quantitative approach was employed using a survey of program participants who directly interacted with Field staff as technical implementers in the field. The findings indicate that service quality and communication do not directly determine program effectiveness but operate through participant satisfaction as a response to the assistance process. This study emphasizes that business assistance should not be interpreted as a reflection of limited community capacity, but rather as a facilitative and coordinative mechanism to strengthen existing economic potential, indicating that program effectiveness depends on institutional role alignment, participatory service approaches, and respect for community autonomy.
Keywords
Service Quality; Field staff Communication; Participant Satisfaction; Program Effectiveness; Agrarian Reform
Article Information
This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 12 No. 3 (2026)
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Section: Articles
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Published: 2026-06-01
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License: CC BY 4.0
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Copyright: © 2026 Authors
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DOI: 10.35870/jemsi.v12i3.6723
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Syekh Ja’far Shodiq, Universitas Budi Luhur
Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Budi Luhur, Jl. Ciledug Raya, Petukangan Utara, Pesanggrahan, Jakarta Selatan 12260, Indonesia.
Yuni Kasmawati, Universitas Budi Luhur
Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Budi Luhur, Jl. Ciledug Raya, Petukangan Utara, Pesanggrahan, Jakarta Selatan 12260, Indonesia.
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