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All Journal JESS (Journal of Education on Social Science) Publicness: Journal of Public Administration Studies
Fhariz El Habyb
Universitas Negeri Padang
Humanities Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Outreach Effectiveness and Inter-Organizational Coordination as Drivers of Service Quality in a One-Stop Public Service Mall Fhariz El Habyb; Syamsir Syamsir
Journal of Education on Social Science (JESS) Vol 10 No 2 (2026): Public Participation in Public Service
Publisher : Faculty of Social Science, Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/jess.v10i2.662

Abstract

One-stop public service malls are designed to reduce citizens’ transaction costs by consolidating multiple services in a single location. Yet early-stage implementation often faces adoption and credibility challenges. This study investigates how outreach effectiveness and inter-organizational coordination shape perceived service quality in a one-stop public service mall in Padang Panjang, Indonesia. Using a single-case qualitative design, the study draws on interviews with key stakeholders, non-participant observation, and document review, analyzed through triangulation and a mechanism-oriented coding scheme. Findings show that outreach is most effective when it functions as citizen preparedness infrastructure, providing standardized, actionable information on requirements, process flows, operating hours, and realistic completion expectations, thereby strengthening assurance before arrival. Coordination affects service quality primarily by producing reliability through multi-tenant operational consistency, including stable staffing, uniform application of standards, synchronized information updates, and rapid problem-solving. Crucially, outreach and coordination are tightly coupled: when outreach raises expectations faster than operational reliability improves, credibility erodes and adoption slows. The study proposes a credibility-first operating model for early-stage one-stop malls, emphasizing a single source of truth for public information, enforceable tenant commitments, daily monitoring with escalation, and closed-loop complaint governance.
Peran Kerapatan Adat Nagari dalam Perencanaan dan Pengawasan Pemerintahan Nagari pada Era Otonomi Daerah di Sumatera Barat Fhariz El Habyb; Aldri Frinaldi; Lince Magriasti; Hendranaldi Hendranaldi
PUBLICNESS: Journal of Public Administration Studies Vol. 4 No. 3 (2025): PUBLICNESS: Journal of Public Administration Studies
Publisher : Policy, Law and Political Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/publicness.v4i3.298

Abstract

This study analyzes the participation of indigenous communities in the implementation of regional autonomy in West Sumatra, particularly through the institutional role of the Nagari Customary Council (KAN). Regional autonomy in Indonesia, since the enactment of Law No. 22 of 1999 to Law No. 23 of 2014, has opened up space for nagari as a customary law community to contribute to regional development. This study uses a qualitative approach through literature review to examine the dimensions of indigenous peoples' participation in the planning, implementation, and supervision of nagari administration. The results of the study show that KAN plays a significant role in drafting nagari regulations, supervising the government, and channeling community aspirations. However, this participation is not yet optimal due to limited access to information, minimal involvement of customary institutions in the public policy process, and the dominance of local governments in the implementation of autonomy. Considering the limitations of literature studies, this research emphasizes the importance of strengthening the capacity of indigenous institutions, increasing the transparency of nagari governance, and multiparty collaboration as strategies to strengthen indigenous peoples' participation in the implementation of democratic and sustainable regional autonomy.
Co-Authors Aldri Frinaldi Hendranaldi Hendranaldi Lince Magriasti Syamsir Syamsir