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All Journal Jurnal Administrasi Publik : Public Administration Journal Jurnal Trias Politika Jurnal Ilmu Administrasi dan Pemerintahan Indonesia
Gomes da cruz Fernandes, Benjamin
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Social Sciences

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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.
Public Service Motivation, Integrity, and Performance: A Mediational Analysis in Civil Registration Services Saputra, Boni; Syeftiani, Try; Gomes da cruz Fernandes, Benjamin; K. Ethelbert, Yohanes
JIAPI: Jurnal Ilmu Administrasi Dan Pemerintahan Indonesia Vol. 6 No. 1 (2025): June
Publisher : Universitas Terbuka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33830/jiapi.v6i1.12045

Abstract

The persistently low quality of public services in Indonesia remains a critical issue, as highlighted by 2024 Indonesian Ombudsman data showing a high volume of public complaints, primarily concerning bureaucratic personnel behavior lacking public orientation and integrity. This study examines the influence of public service motivation and integrity on employee performance, with job satisfaction as a mediating variable, focusing on the Population and Civil Registration Office (Disdukcapil) in West Pasaman Regency. Adopting a quantitative, associative approach, the study surveyed 58 respondents selected via simple random sampling from a total population of 61 employees. Data were collected using a structured questionnaire based on a 5-point Likert scale and analyzed through path analysis. The findings indicate that both public service motivation and integrity significantly positively impact employee performance, directly and indirectly, through job satisfaction. Integrity emerged as the most influential factor affecting performance (β = 0.934; R² = 0.873), followed by job satisfaction (β = 0.925; R² = 0.856) and public service motivation (β = 0.891; R² = 0.795). This study underscores the urgent need for human resource development strategies emphasizing integrity and public service motivation while fostering a supportive work environment to enhance job satisfaction. By identifying key behavioral drivers of employee performance in local government institutions, the research contributes to the broader discourse on bureaucratic reform. It offers actionable insights for improving public service delivery in Indonesia.
Transformative Service and Managerial Roles Influence on Publik Satisfaction: A Case Study of Payakumbuh Public Service Mall Saputra, Boni; Lanin, Dasman; Gomes da cruz Fernandes, Benjamin
JURNAL TRIAS POLITIKA Vol 10, No 1 (2026): April 2026, Jurnal Trias Politika
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/jtp.v10i1.8963

Abstract

Public satisfaction is an important indicator in government agencies' assessment of the success and effectiveness of public services. Satisfaction reflects the extent to which the government has succeeded in meeting the needs and expectations of citizens and can be the basis for the improvement and development of policies that are more in line with community needs. This study analyzes the effect of transformative services and managerial roles on community satisfaction at the Payakumbuh Public Service Mall. The study employed a quantitative research design with an associative approach, utilizing data collected from 220 participants selected through simple random sampling methodology. Structural Equation Modeling (SEM) analysis was conducted using AMOS software to examine the hypothesized causal relationships among the constructs. The results showed that transformative services and the role of managers have a positive and significant influence on community satisfaction. The findings emphasize the importance of implementing transformative services and active managerial roles in improving public satisfaction with public services. This research provides valuable insights for public service managers to optimize service quality and managerial roles in meeting community expectations.
Co-Authors Boni Saputra Dasman Lanin K. Ethelbert, Yohanes Permata Sari, Indah