Prasadja Ricardianto Primary Author Aswanti Setyawati Additional Author Dian Artanti Arubusman Additional Author Amrulloh Ibnu Kholdun Additional Author Annisa Maya Utami Additional Author

This study aims to analyze the impact of officers’ ability and communication skill mediated by the quality of community services on community satisfaction. The low ability of administrative officers in operating technology for the Customer Relationship Management (CRM) application is thought to have a strong relationship with the level of community satisfaction at the Quick Reaction Unit of Transportation Agency of Jakarta Province, Indonesia. The delay in prosecuting community reports is thought to have a strong relationship with the level of community satisfaction at the Jakarta Provincial Transportation Agency. The research method used is descriptive research using SEM-PLS analysis, evaluation of measurement models, and evaluation of structural models. The research was conducted at the Quick Reaction Unit of Transportation Agency of Jakarta Province. The sampling technique used is probability sampling with a sample size of 100 people. The results showed that there was a significant influence between the ability and communication skill of officers on the quality of community services. Another finding is that community satisfaction is significantly influenced by the quality of community services at the Quick Reaction Unit of Transportation Agency of Jakarta Province. KEYWORDS: officer ability, officers communication, community service quality, community satisfaction, customer relationship management, quick reaction unit, transportation agency.