Accountability Mediates Service Quality and Transparency Effects on Public Satisfaction at Andi Jemma Airport
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Abstract
This study examines the direct and indirect effects of service quality and transparency on public satisfaction, with accountability as a mediating mechanism at the Andi Jemma Masamba Airport Management Unit. A quantitative explanatory design was applied to 177 valid responses from airport users selected through accidental sampling. The data were analyzed using partial least squares structural equation modeling with 5,000 bootstrap resamples. The measurement model demonstrated satisfactory indicator reliability, internal consistency, and convergent validity, although discriminant validity was not fully established. Service quality had no significant direct effect on public satisfaction, whereas transparency had a positive and significant effect. Service quality and transparency positively affected accountability, and accountability was the strongest direct predictor of satisfaction. Accountability produced indirect-only mediation in the service quality–satisfaction relationship and complementary partial mediation in the transparency–satisfaction relationship. The model explained 83.2% of the variance in accountability and 84.8% of the variance in public satisfaction. Sensitivity analysis excluding straight-line responses preserved all hypothesis decisions. The findings extend airport service management research by showing that the public value of high-quality service depends on whether users interpret service delivery as transparent and institutionally accountable. Airport managers should integrate consistent information disclosure, traceable complaint handling, performance reporting, and clearly assigned responsibilities into service improvement programs.
Keywords:
Service Quality Transparency Accountability Public Satisfaction PLS-SEMReferences
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Copyright (c) 2026 Fatni Nurul Aqilah Nasrum, Rismawati, Imam Pribadi
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