In immigration services, it is essential to provide good service to the public, in line with the principles of public service. However, in reality, many people still feel that they have not received optimal public service. This study addresses the issue of whether there is a direct and indirect influence of employee competence on citizen satisfaction, with the indirect influence using service quality as a mediating variable. This research employs a quantitative associative method with a population of applicants at the Surakarta Class I Checkpoint Immigration Office over one month, totaling 6236 individuals. A sample of 259 people was obtained using the Isaac and Michael table. Data collection was conducted using a questionnaire distributed via Google Forms to the applicants. The results were then analyzed using descriptive analysis, hypothesis testing with SPSS version 26, path analysis, and finally, the Sobel test. The results of the study indicate that employee competence directly affects service quality with a t-value (18.119) exceeding the t-table (1.969), but does not directly affect citizen satisfaction with a t-value (0.831) less than the t-table (1.969). Meanwhile, service quality directly affects citizen satisfaction with a t-value (10.156) greater than the t-table (1.969). Path analysis and the Sobel test also show that employee competence indirectly affects citizen satisfaction through service quality, with a Sobel test t-value of (8.87) greater than the t-table (1.969). Based on these results, it is concluded that there is no direct influence of employee competence on citizen satisfaction, but there is an indirect influence of employee competence on citizen satisfaction through service quality.

The study sheds light on how service quality aspects affect customer satisfaction in the Saudi banking sector’s particular socio-cultural setting. Thus, the study examines the role of service quality dimensions on customer satisfaction in the banking industry of Saudi Arabia. The study examined how reliability, assurance, empathy, tangibility, and responsiveness affect customer satisfaction in the Saudi Arabian banking market using 250 bank clients. 250 Saudi bank customers completed a standardised questionnaire. These were normal bank customers with proper bank accounts. IBM SPSS correlational and multiple regression analysis investigated variable connections. The study found a significant favourable influence of reliability on customer satisfaction. However, assurance was not significant. Empathy had a significant impact on customer satisfaction. Tangibility shown a significant impact on customer satisfaction. Responsiveness was not significant. The study emphasises on reliability, empathy, and physical service delivery to boost banking customer happiness. The study found 3 of 5 service quality factors to be significant predictors. Service empathy, tangibility, and reliability greatly impacted customer satisfaction. Managers in Saudi banking should prioritize reliability, empathy, and tangibility to boost customer satisfaction. To keep customers happy, managers should monitor these service quality dimensions and adjust strategies based on feedback. Technology can improve service quality by streamlining processes and personalizing experiences.

The study examines the impact of COVID-19 on the economies of Gulf Corporation Council (GCC) member states. The event study methodology was used to analyze Cumulative Abnormal Return (CAR) of GCC member states’ stock indexes: Kuwait Stock Exchange Index (KSE), Dubai Financial Market Index (DFM), Saudi Arabia Tadawul Index (TASI), Qatar Exchange Index (QE), Bahrain All Share Index (BHB), Oman’s Muscat Stock Exchange Index (MSM), Abu Dhabi Stock Exchange Index (ADX) while the S&P GCC Composite Index was used as a reference. Data obtained from 28 July 2019 to 27 July 2020, and 1 March 2020, designated as the event day, abnormal returns (AR) and cumulative average abnormal returns (CAARs) were examined across various time intervals. The findings reveal significant market reactions to the pandemic, characterized by fluctuations in abnormal returns and CAARs. Statistically significant abnormal returns and CAARs during certain time periods underscore the dynamic nature of market responses to the COVID-19 event. These results provide valuable insights for policymakers and market participants seeking to understand and navigate the economic implications of the pandemic on GCC economies. The study recommends that other GCC states, particularly Oman, consider the policies undertaken by Qatar, UAE, and Saudi Arabia, to avoid a long economic crisis.