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p-Index From 2021 - 2026
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All Journal Dinasti International Journal of Management Science Dinasti International Journal of Digital Business Management
Mufidah Mufidah
Batanghari University, Jambi, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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The Effect of Digitalization and Professionalism on Public Satisfaction Through Public Service Quality M. Zahari; Mufidah Mufidah; Yanti Yanti
Dinasti International Journal of Digital Business Management Vol. 7 No. 1 (2025): Dinasti International Journal of Digital Business Management (December 2025 - J
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v7i1.6237

Abstract

The purpose of this study is to describe public satisfaction, professionalism, digitalization, and the quality of public services. It examines how professionalism and digitization affect public satisfaction. It examines how professionalism and digitization affect public satisfaction through the caliber of public services. The Population and Civil Registration Office of West Tanjung Jabung Regent, Jambi Province, served as the study's site. This study made use of both principal and supplemental data. 73,266 service customers made up the study's population, and a random sampling technique was used to choose 100 respondents. Descriptive and quantitative analysis were employed in this survey-based investigation. Path study with the Partial Least Squares (PLS) method was employed in the quantitative study. The findings demonstrate that public satisfaction is positively and significantly impacted by professionalism and digitization. By improving the caliber of public services, professionalism and digitalization increase public satisfaction. These findings clarify that the public's perception of service quality improves with increasing digitalization and professionalism. Ideal service The key to fulfilling the public's expectations of government services is quality. As a result, the public will gain materially from government representatives' presence, which will raise satisfaction levels.
The Effect of Communication and Work Facilities Through Public Service Quality on Public Satisfaction at The Regional Revenue Agency of West Tanjung Jabung District Dian Fitriani; Fakhrul Rozi Yamali; Mufidah Mufidah
Dinasti International Journal of Management Science Vol. 7 No. 3 (2026): Dinasti International Journal of Management Science (January - February 2026)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijms.v7i3.6246

Abstract

This study aims to analyze the influence of communication and work facilities on public satisfaction through the quality of public services at the Regional Revenue Agency of West Tanjung Jabung Regency. Public satisfaction is a crucial indicator in assessing the success of public service delivery, particularly in local government agencies that interact directly with the public. This study employed a quantitative approach with a survey method. The population comprised all 106,877 taxpayers registered with the Regional Revenue Agency of West Tanjung Jabung Regency. The sample size was determined using the Slovin formula with a 10% error tolerance, resulting in a sample size of 100 respondents. Data were collected through a questionnaire structured based on the variable indicators of communication, work facilities, public service quality, and public satisfaction. Data analysis was performed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results showed that communication and work facilities had a positive and significant effect on public service quality. Furthermore, public service quality had a positive and significant effect on public satisfaction. The test results also demonstrated that public service quality mediated the influence of communication and work facilities on public satisfaction. These findings emphasize the importance of improving effective communication and providing adequate work facilities to enhance the quality of public services and public satisfaction.
Co-Authors Dian Fitriani M. Zahari Yamali, Fahrul Rozi Yanti Yanti