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All Journal Journal of Public Policy and Management Review Jurnal Administrasi Publik : Public Administration Journal Sains Natural: Journal of Biology and Chemistry Media Mahardhika Iqtishodia: Jurnal Ekonomi Syariah Jurnal PIKMA : Publikasi Ilmu komunikasi Media dan Cinema Cons-Iedu: Islamic Guidance and Counseling Journal Jurnal Akuntansi Keuangan dan Bisnis Mudabbir: Journal Research and Education Studies Jurnal Ilmu Kesehatan MAKIA SJEE (Scientific Journals of Economic Education) FingeR: Journal of Elementary School
Permata Sari, Indah
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Journal : Jurnal Administrasi Publik : Public Administration Journal

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Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service Malls Permata Sari, Indah; Lanin, Dasman; Saputra, Boni; Gomes da cruz Fernandes, Benjamin
Jurnal Administrasi Publik (Public Administration Journal) Vol. 15 No. 1 (2025): Jurnal Administrasi Publik (Public Administration Journal), June
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jap.v15i1.13244

Abstract

This study examines the influence of transformative service dimensions on public satisfaction at the Public Service Mall (PSM) in Payakumbuh City, Indonesia. While PSMs have emerged as integrated service innovations, a significant gap remains in understanding how specific transformative service dimensions affect public satisfaction in developing countries. Employing an associative quantitative approach, this research collected data from 220 service users through structured questionnaires and analyzed it using multiple regression. The findings reveal that individual well-being dimensions contributed the highest impact (57.2%), followed by group well-being (51.2%) and social well-being (38.9%). Simultaneously, these three dimensions explained 88.7% of the variance in public satisfaction (F = 1704.067, p < 0.05). These findings make theoretical contributions by extending the Transformative Service Research (TSR) framework to public administration contexts in developing countries and by identifying a hierarchy of service dimensions that shape public satisfaction. From a practical perspective, this research provides policymakers with empirical evidence on the importance of balancing individual and collective well-being interventions in the development of PSM. This study addresses a literature gap by providing the first empirical evidence on TSR application in integrated public service facilities within a non-Western developing country context, specifically Indonesia.
Co-Authors Ahunaya, Dea Ai Hertati, Ai Arini Rosa Sinensis Boni Saputra Dasdomino Pardede, Ruby Dasman Lanin Eka Yusnaldi Ekawati, Nurlaili Fredi Handoko Gomes da cruz Fernandes, Benjamin Herjiden Indah Sari, Pratiwi Indra Yudha, Redi Irawan, Herman Khairul Khairunnisa Sembiring, Rizki Kurniati, Wilujeng Maesaroh Maesaroh Masaenah, Eem Maulidia Alfian, Annisa Nina Widowati Novianti, Ela Nurhayati Nurhayati Permata Sari, Nurdiah Purnama Pertiwi, Ratih Rahmadia, Suci Rahmayani Purba, Gita Rahmayanty, Dinny Ratna Lestari Ringgo Eldapi Yozani Sa’adah, Sa’adah Syafitri, Helin Tisnadjaja, Djadjat Tiswarni Tiswarni Tutut Ismi Wahidar Usman Lubis, Pitri Aulina