Transformative Service and Managerial Roles Influence on Publik Satisfaction: A Case Study of Payakumbuh Public Service Mall

Boni Saputra, Dasman Lanin, Benjamin Gomes da cruz Fernandes

Abstract


Public satisfaction is an important indicator in government agencies' assessment of the success and effectiveness of public services. Satisfaction reflects the extent to which the government has succeeded in meeting the needs and expectations of citizens and can be the basis for the improvement and development of policies that are more in line with community needs. This study analyzes the effect of transformative services and managerial roles on community satisfaction at the Payakumbuh Public Service Mall. The study employed a quantitative research design with an associative approach, utilizing data collected from 220 participants selected through simple random sampling methodology. Structural Equation Modeling (SEM) analysis was conducted using AMOS software to examine the hypothesized causal relationships among the constructs. The results showed that transformative services and the role of managers have a positive and significant influence on community satisfaction. The findings emphasize the importance of implementing transformative services and active managerial roles in improving public satisfaction with public services. This research provides valuable insights for public service managers to optimize service quality and managerial roles in meeting community expectations.

Keywords


transformative service, public manager roles, public satisfaction, public service malls

Full Text:

PDF

References


Abadiyah, R. P. (2016). The Influence of Organizational Culture, Compensation on Job Satisfaction and Performance of Bank Employees in Surabaya. Jurnal Bisnis, Manajemen & Perbankan, 2(1), 49–66. https://doi.org/10.21070/jbmp.v2i1.837

Anderson, L., Ostrom, A. L., Corus, C., Fisk, R. P., Gallan, A. S., Giraldoe, M., … Williams, J. D. (2013). Transformative service research: An agenda for the future. Journal of Business Research, 66(8), 1203–1210. https://doi.org/10.1016/j.jbusres.2012.08.013

Barnes, S J Richard, T. V. (2001). WebQual: An Exploration of Web Site Quality. School of Management. Bath: University of Bath.

Boediono. (2003). Pelayanan Prima Perpajakan. jakarta: PT. Rineka Cipta.

Dasman, L. (2010). Kepuasan Warga Terhadap Perkhidmatan Kerajaan Tempatan Padangpanjang. Universiti Utara Malaysia.

Davis, B., & Ozanne, J. L. (2019). Measuring the impact of transformative consumer research: The relational engagement approach as a promising avenue. Journal of Business Research, 100, 311–318. https://doi.org/10.1016/j.jbusres.2018.12.047

Dwiyanto, A. (2002). Reformasi Birokrasi Publik di Indonesia. Yogyakarta: PSKK UGM.

Erdinal, I. (2018). Pengaruh Peranan Manajer terhadap Kepuasan Masyarakat melalui Faktor Informasi dan Waktu Pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kota Pariaman. Universitas Negeri Padang.

Frinaldi, A., Embi, M. A., Utarie, L. R., Bila, A., Putri, N. E., & Saputra, B. (2022). Work Culture and Service Quality in Providing Tourist Satisfaction. Jurnal Manajemen Dan Ilmu Administrasi Publik (JMIAP), 4(4), 283–291. https://doi.org/10.24036/jmiap.v4i4.567

Ginting, P., & Situmorang, S. H. (2008). Filasafat Ilmu dan Metode Riset. Medan: USU Press.

Hussain, A. A. (1986). Tingkahlaku organisasi dalam pengurusan moden. Kuala Lumpur: Dewan Bahasa dan Pustaka.

Jr, J. F. H., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis Seventh Edition. Pearson Prentice Hall.

Kotler, P., & Keller, K. L. (2012). Marketing Management. New York: Harlow Pearson Education.

Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/https://doi.org/10.1108/IJSE-04-2017-0151

Lanin, D., Saputra, B., & Syamsir. (2021). The Influence of The Role of Public Manager on The Satisfaction of The Nagari Community In West. International Conference on Public Policy and Social Science (ICoPS), 1(October), 664–667. Retrieved from https://ir.uitm.edu.my/id/eprint/55159/1/55159.pdf

Lanin, D., Saputra, B., Syamsir, & Magriasti, L. (2023). Assessing the Mediating Effect of the Role of Public Managers Between Service Quality and Public Satisfaction of Multiple Ethnicities in Local Governments in Sumatra, Indonesia. Public Policy and Administration, 22(1), 33–47. https://doi.org/https://doi.org/10.5755/j01.ppaa.22.1.33725

Lanin, D., & WF, A. K. (2022). A Influence of The Role of Nagari Managers on Community Satisfaction in Nagari Koto Howk South Coastal Regency. Journal Of Policy, Governance, Development and Empowerment, 2(1), 51–64. https://doi.org/10.24036/pgde.v2i2.102

Mintzberg. (1988). Power in and Around Organization. Englewood: Prentice-Hall.

Muslim, M. H. P., Lanin, D., Frinaldi, A., Embi, M. A., & Saputra, B. (2024). Unveiling The Dynamics of Internal and External Management on Public Satisfaction: Insights from Public Service Malls. Jurnal Studi Pemerintahan, 15(2), 230–248. https://doi.org/10.18196/jsp.v15i2.361

Oliver, R. . (2014). Satisfaction: A Behavioral Perspective on the Consumer. London: Routledge.

Relonius, H, & Lanin, D. (2022). The Effect Of The Role Of Public Manager On The Satisfaction Of The Kerinci Ethnic Community In The Tourism Sector. Jurnal Ilmiah Ilmu Administrasi Publik: Jurnal Pemikiran Dan Penelitian Administrasi Publik, 12(2), 209–220. https://doi.org/10.26858/jiap.v12i2.30469

Relonius, Hilfa, & Lanin, D. (2022). The Effect of The Role Of Public Manager on The Satisfaction of The Kerinci Ethnic Community in The Tourism Sector. Jurnal Imliah Ilmu Administtrasi Publik, 12(2).

Saputra, B., Fajri, H., & Eprilianto, D. F. (2020). Is Public Service Motivation Important to Improve the Performance and Job Satisfaction of Civil Servants? Proceedings of the Brawijaya International Conference on Multidisciplinary Sciences and Technology (BICMST 2020), 19–23. https://doi.org/10.2991/assehr.k.201021.005

Saputra, B., Lanin, D., Magriasti, L., Asriati, A., & Syolendra, D. F. (2024). Local Government Public Services: Measuring the Effect of Attitude of Nagari Apparatus on Public Satisfaction Through the Quality of Public Services. 3rd International Conference on Humanities Education, Law and Social Sciences (3rd ICHELSS), 928–939. https://doi.org/10.18502/kss.v9i2.14911

Saputra, B., & Suripto, S. (2016). Pengaruh Motivasi Pelayanan Publik Dan Kompetensi Terhadap Kinerja Aparatur Sipil Negara Rsud Kabupaten Pasaman Barat (Universitas Gadjah Mada). Retrieved from http://etd.repository.ugm.ac.id/index.php?mod=penelitian_detail⊂=PenelitianDetail&act=view&typ=html&buku_id=102994&is_local=1

Sugiyono, S. (2016). Metode Penelitian Kuantitatif, Kualitatif dan Kombinasi (Mixed Methods). Bandung: Alfabeta.

Sutrisno, E. (2010). Manajemen Sumber Daya Manusia. Jakarta: Kencana Prenada Media Group.

Suwarman, U. (2011). Perilaku Konsumen Teori dan Penerapannya dalam Pemasaran. Jakarta: Ghalia Indonesia.

Weerakkody, V., Irani, Z., Lee, H., Hindi, N., & Osman, I. (2016). Are U.K. Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction. Information Systems Management, 33(4), 331–343. https://doi.org/10.1080/10580530.2016.1220216

Weerakkody, V., Omar, A., El-Haddadeh, R., & Al-Busaidy, M. (2016). Digitally-enabled service transformation in the public sector: The lure of institutional pressure and strategic response towards change. Government Information Quarterly, 33(4), 658–668. https://doi.org/10.1016/j.giq.2016.06.006




DOI: https://doi.org/10.33373/jtp.v10i1.8963

Refbacks

  • There are currently no refbacks.


EDITORIAL OFFICE:

Department of Government Science, Faculty of Social and Political Sciences - Universitas Riau Kepulauan - Indonesia

Telp: (0778) 39275 | Email: jurnaltriaspolitika2017@gmail.com

Jurnal Trias Politika (JTP) is licensed under a Creative Commons Attribution 4.0 International License. © 2017-2025 Authors