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All Journal Jurnal Manajemen Pelayanan Publik JURNAL MUQODDIMAH : Jurnal Ilmu Sosial, Politik dan Hummaniora JISIP: Jurnal Ilmu Sosial dan Pendidikan Jurnal Pemerintahan dan Politik SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL Yumary: Jurnal Pengabdian kepada Masyarakat JURNAL STUDIA ADMINISTRASI JURNAL ILMIAH GLOBAL EDUCATION JSIP: Jurnal Studi Ilmu Pemerintahan Formosa Journal of Social Sciences (FJSS) Jurnal Pendidikan dan Ilmu Sosial Journal of Government Science Studies Journal Publicuho Journal of Social Knowledge Education (JSKE) Jambura Journal of Administration and Public Service PUBLICUS: JURNAL ADMINISTRASI PUBLIK Journal of International Multidisciplinary Research International Journal of Global Sustainable Research Holistik Analisis Nexus Presidensial: Jurnal Hukum, Administrasi Negara, Dan Kebijakan Publik Journal of Scientific Interdisciplinary Khazanah Sosial Jurnal Administrasi Negara
Sahetapy, Petronela
Unknown Affiliation
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Transportation Other

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Public Service Interactions and Patient Satisfaction: The Influence of Healthcare Worker Performance at Masohi Regional General Hospital, Central Maluku Regency Melisa Karim Mahu; Petronela Sahetapy; Jeanly Waisapy
Journal of Social Knowledge Education (JSKE) Vol. 7 No. 3 (2026): May
Publisher : Cahaya Ilmu Cendekia Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37251/jske.v7i3.2722

Abstract

Purpose of the Study: This study examines the influence of healthcare worker performance on patient satisfaction at Masohi Regional General Hospital, Central Maluku Regency, by positioning hospital care as a public service interaction shaped by social relations, patient perceptions, communication, and trust. Methodology: This study used a quantitative explanatory design. Data were collected from 50 patients through accidental sampling using a structured questionnaire measured with a five-point Likert scale. Validity and reliability testing, simple linear regression, t-test, and coefficient of determination analysis were conducted using statistical software. Main Findings: The findings show that healthcare worker performance has a positive and statistically significant influence on patient satisfaction. This result indicates that patient satisfaction is not only a managerial indicator, but also a social expression of trust, perceived fairness, respect, responsiveness, and the quality of interaction between citizens and public service providers. In a regional public hospital, timely service, empathy, clear communication, and professional behavior shape patients' experiences of access, dignity, and confidence in public institutions. Novelty/Originality of This Study: This study contributes to social science and public administration literature by interpreting patient satisfaction as a social outcome of public service relations rather than merely a medical service indicator. It provides contextual evidence from a regional public hospital in eastern Indonesia, where resource limitations, post-pandemic pressures, and unequal access shape patient experiences and expectations.
The Influence of Leadership Style on Public Service at the Teluk Ambon District Office, Ambon City Julent Audri Matakena; Petronela Sahetapy; Julia Theresia Patty
Journal of Scientific Interdisciplinary Vol. 3 No. 3 (2026)
Publisher : PT. Banjarese Pacific Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62504/jsi1524

Abstract

This study examines the influence of leadership style on public service at the Teluk Ambon District Office, Ambon City. The research was motivated by practical service problems at the district level, including uneven implementation of frontliner service procedures, varying employee discipline, and weak coordination among organizational units. A quantitative survey design was applied to test the causal relationship between leadership style and public service quality. Data were collected from 50 respondents consisting of 24 district employees and 26 community service users through structured questionnaires supported by observation, interviews, and documentation. Leadership style was measured through decision-making ability, motivational ability, subordinate control, and emotional control, whereas public service quality was measured using the SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The data were processed using IBM SPSS with validity, reliability, normality, simple linear regression, t-test, and coefficient of determination procedures. The findings show that all questionnaire items were valid and reliable. The regression model produced a positive coefficient, a standardized beta of 0.906, and an R Square value of 0.820, indicating that leadership style explained 82.0% of the variation in public service quality. The novelty of this study lies in its focus on district-level public service governance in an archipelagic urban context, where leadership is not only administrative but also coordinative and adaptive. The study implies that stronger leadership supervision, staff arrangement, and service discipline are necessary to improve the consistency of public service delivery.
Analisis Kualitas Pelayanan Publik pada Dinas Dukcapil Kabupaten Halmahera Tengah Susrianti Susrianti; Petronela Sahetapy; Julia Theresia Patty
Presidensial: Jurnal Hukum, Administrasi Negara, dan Kebijakan Publik Vol. 3 No. 2 (2026): Juni: Presidensial : Jurnal Hukum, Administrasi Negara, dan Kebijakan Publik
Publisher : Asosiasi Peneliti dan Pengajar Ilmu Hukum Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/presidensial.v3i2.1726

Abstract

Public service quality in population administration is a strategic indicator of local bureaucratic performance because it directly affects citizens' administrative rights and trust in government. This study aims to analyze the quality of public services at the Population and Civil Registration Office of Central Halmahera Regency. The research employed a descriptive qualitative approach with data collected through observation, interviews, and documentation involving the head of office, service staff, and community service users. The analysis used the SERVQUAL framework, covering tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that public service quality is generally adequate. Service facilities and infrastructure are available, procedures are implemented, officers respond to community needs, and the public feels relatively safe and confident in the legality of issued documents. However, several weaknesses remain, including limited waiting-room capacity, unstable internet connectivity, and inconsistent service performance during periods of high demand. The study implies that improving population administration services requires strengthening service infrastructure, stabilizing digital systems, enhancing staff professionalism, and expanding outreach services for remote communities. These findings contribute to public administration studies by emphasizing the importance of combining service standards, technological readiness, and human-centered service culture in peripheral local government contexts.
Co-Authors Akrim Hehanusa Alan Julian Putra Komala Alyona Aminah Bahasoan Angel D.A. Pattinama Balgis Al-Amudi Billy Jeremy Christiaan Corputty, Zince Jifanny Dortje L Y Lopulalan Gustia, Gustia Hengky V.R. Pattimukay Hengky Virgo Richardo Pattimukay Intan Juniyanti Makuituin Iriane. S. Ponto Jeanly Waisapy Jeanly Waisapy Josep A Ufie Julent Audri Matakena Julia Theresia Patty Julia Theresia Patty Julia Theresia Patty Jusuf Madubun Lopulalan, Dortje L J Lopulalan, Dortje L. J. Mansye Bakarbessy Manupassa, Royanto Melisa Karim Mahu Myla Libran, Resya Nilda Wahid Nurmila Nurmila Oktovian Samangun Pattimukay, Hengky Pattimukay, Hengky Virgo Richardo Patty, Julia Th. Patty, Julia Theresia Rahanra, Ivonni Rahanra, Ivonni Y Raynaldo Corputty Rengifurwarin, Zainal Abidin Rengifuwain, Zainal Abidin Richard Solissa Rolobessy, Mike J Rumailili, Muh. Fauzan Samrin Itranbey Selanno, Della Michelle Selanno, Hendry Stanislaus Kostka Ohoiwutun Susrianti Susrianti Tuhumury, Sofpia Yanti Susana Jesajas Zainal Abidin Rengifurwarin