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All Journal Dia: Jurnal Administrasi Publik
Ningrum, Adinda Puspita
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Humanities Decision Sciences, Operations Research & Management Social Sciences

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THE EFFECT OF PUBLIC SERVICE QUALITY ON COMMUNITY SATISFACTION IN THE ANALYSIS OF SYSTEMATIC LITERATURE REVIEW Ningrum, Adinda Puspita; Wicaksana, Ricko Adi
DIA: Jurnal Administrasi Publik Vol 22 No 02 (2024): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v22i02.9975

Abstract

The level of public satisfaction is a benchmark for assessing the quality of public service delivery in a country. In this study, the five dimensions of service quality include tangibles, reliability, responsiveness, assurance, and empathy. This study examines the relationship between public service quality as the independent variable and community satisfaction as the dependent variable. In more detail, service quality is broken down into five dimensions that eventually become separate dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Using the systematic literature review method, studies published from 2018 to 2023 were analyzed. In determining the inclusion and exclusion criteria for studies obtained from the database, this study used the criteria of population, intervention, comparator, and type of study. This research found that ten of the 17 studies reviewed stated that the five dimensions of quality partially affect public satisfaction. This research limited the studies to public agencies including ministries or agencies, functional departments, specialized agencies, and state-owned enterprises (SOEs).
Co-Authors Wicaksana, Ricko Adi