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INDONESIA
Jurnal Manajemen Pelayanan Publik
Published by Universitas Padjadjaran
ISSN : 25809970     EISSN : 25811878     DOI : -
Core Subject : Economy, Science, Social, Engineering,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Transportation
Jurnal ini diterbikan berkala oleh Departemen Administrasi Publik FISIP Universitas Padjadjaran dua kali dalam setahun. (Agustus dan Februari). Memuat Hasil Penelitian dan analisis teori yang berkaitan dengan perencanaan pelayanan publik, metodologi kontemporer dalam masalah-masalah publik , isu desentralisasi dan dekonsentrasi, penguatan kelembagaan publik dan kajian umum yang berkaitan dengan pelayanan publik.
Arjuna Subject : -
Articles 258 Documents
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The Intersection of Sustainable Entrepreneurship and Public Service: A Bibliometric Analysis Suwandi, Imam; Muftiadi, R. Anang; Alexandri, Mohammad Benny; Purnomo, Margo
Jurnal Manajemen Pelayanan Publik Vol 8, No 3 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i3.57862

Abstract

In this study, we explore the intersection of sustainable entrepreneurship and public service using a bibliometric analysis of the Scopus database from 1985 to 2023.Our findings highlight a significant development in research productivity since 2015, reflecting a focus on sustainability and governance. United States and China dominate the research landscape, this is a research gap where this research can be done in other countries as new research. The study highlights the potential for sustainable entrepreneurship to enhance public service delivery through innovation, governance, and technology. It also outlines future research directions and policy recommendations to promote sustainable practices within public services. The novelty of this paper is that it explores an interdisciplinary approach, using tools such as VOSViewer and Biblioshiny, to map research trends and identify research gaps in the literature. This study can provide recommendations for future research and policy development aimed at improving public service delivery through sustainable entrepreneurship.
Customer Experience (CX) for Optimizing Human-Centered Design in Education and Training Program Services at BKPSDM Pandeglang Regency Handoko, Pryo; Kurnia, Nina; Solihin, Ihin; Tania, Reni
Jurnal Manajemen Pelayanan Publik Vol 8, No 3 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i3.58706

Abstract

This study aims to explore how the integration of Customer Experience (CX) and Human-Centered Design (HCD) principles can optimize education and training services at BKPSDM Pandeglang Regency. The research adopts a qualitative approach to investigate participant experiences and identify key factors that influence satisfaction, engagement, and service effectiveness. Data were collected from 15 informants through in-depth interviews, document analysis, and observations, followed by thematic analysis to extract key themes. The findings highlight significant challenges in communication, access to facilities, and innovation in learning methodologies, while also showcasing the positive impact of modern teaching techniques and active participant involvement on satisfaction levels. Unique insights reveal that ineffective communication and evaluations perceived as formalities undermine participant trust, despite otherwise satisfactory service delivery. The study underscores the importance of integrating user-centered innovations and responsive communication channels to create services that not only meet procedural standards but also inspire and motivate. This research contributes to theoretical discussions on CX and HCD in public services and offers practical recommendations for developing adaptive, participant-focused programs. Future studies are encouraged to empirically validate the proposed model in broader public service contexts.
Measuring Public Perception of Service Quality and Government Policy in Batubara District, a Survey Analysis Masitho, Beby; Siregar, Nina Siti Salmaniah; Hidayat, Nasrullah; Angelia, Nina; Riadi, Selamat
Jurnal Manajemen Pelayanan Publik Vol 8, No 3 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i3.55888

Abstract

This research aims tois to analyze public satisfaction community through with seven regional work organizations (OPD). Types of this research  is quantitative descriptive with a questionnaire instrument. The number of respondents was 270 respondents and the key informant was 7 respondents. The data processing technique applied questionnaires and interviews; while data analysis used qualitative analysis. The average achievement of the Public Satisfaction Index on the 7 OPDs selected in the Batu Bara district in 2023 was 80,446 with the category GOOD. This was characterized by the provision of public goods and services to meet the community's requirements for public services. The Public Satisfaction Index of 7 (seven) Regional Work Organizations (OPDs) of the highest public service component was the Service Procedure, which is 3,329.
Modeling of Rail-Based Public Transportation Services for the Conversion of Private Vehicle Users to Public Transportation Saputro, Soemino Eko; Abdurachman, Edi; Ricardianto, Prasadja; Nugroho, Sinung Tri; Wibowo, Heriyanto; Nugroho, Agus
Jurnal Manajemen Pelayanan Publik Vol 8, No 3 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i3.58596

Abstract

The issues contributing to the unpopularity of public transportation include a limited railway network, inadequate service quality, and incomplete integration. Additionally, the willingness to utilize public transportation is frequently affected by factors influencing passenger satisfaction and trust in the system. This study aimed to assess the efficacy of the public transportation service model, and the policies enacted; hence, multiple variables were utilized in the analysis. Subjective quality; belief; passenger satisfaction; value perception; commuter preference; commuter loyalty; intention to repurchase. Commuter preference serves as an intermediary element influencing the relationship between Belief and Commuter loyalty, hence enhancing loyalty. This study employs Importance and Performance Analysis and Structural Equation Modeling utilizing the SMART PLS program, along with Focus Group Discussions to investigate the topic, based on a sample of 400 respondents. The analysis indicates that subjective quality, satisfaction, trust, preferences, and loyalty positively influence loyalty and significantly affect the intention repurchase. Nonetheless, value perception does not substantially affect commuter loyalty. Operators must concentrate on ensuring seamless train travel, elevated reliability, effective integration, and a cohesive ticketing system to enhance service performance.
Public Private People Partnership (4ps) in Waste Management Services: A Review of Efficiency and Effectiveness Zuhdi, Sulaiman; Saputra, Trio; Dailiati, Surya; Hernimawati, Hernimawati
Jurnal Manajemen Pelayanan Publik Vol 8, No 3 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i3.58061

Abstract

This study aims to evaluate the efficiency and effectiveness of waste management services in Pekanbaru through the role of partnerships between the government, the private sector, and the community. Qualitative methods with case studies were applied in this research. Data were collected through observation, in-depth interviews, and document analysis. Data analysis through thematic coding. Triangulation were conducted to verify the findings by comparing data from various sources and ensuring consistency of results. The results of the study indicated that the efficiency and effectiveness of waste management services are highly dependent on synergy between stakeholders, transparency of information, and collective efforts. The waste bank and composting programs have been proven to reduce the volume of waste that needs to be managed, accelerate the recycling process, and extend the operational period of the Final Disposal Site (FDS). However, although partnerships with the private sector and growing community participation are important solutions, there are still obstacles to sharing information, community understanding, and collective responsibility and communication mechanisms. For this reason, the city government needs to build more effective and interactive communication channels through digital-based complaint applications and information services that enable two-way feedback.
Analysis of Service Quality, Entrepreneurial Marketing, and Intellectual Capital to increasing SME’s Performance Siregar, Muhammad Yamin; Rafiki, Ahmad; Hidayat, Nasrullah
Jurnal Manajemen Pelayanan Publik Vol 8, No 3 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i3.58483

Abstract

This study aims to analyze and prove empirically how to improve the SME's performance and sustainable competitive advantage in North Sumatera through Entrepreneurial Marketing, Intellectual Capital, Service Quality, and Innovation Capability as intervening variables. The research population consists of all 84,758 SMEs. Determining the samples in this research uses purposive sampling: a data source sampling technique with certain considerations. The sample size was 218 leading SME samples, from eight leading SME product categories: foods and beverages, handicrafts, fashion, agribusiness, bakeries, restaurants, services, and coffee shops. Data analysis uses Smart PLS. The results of this research show Intellectual Capital has a positive and significant effect on Innovation Capability; Service Quality has a positive and significant impact on Innovation Capability; Intellectual Capital has a positive and significant effect on SME Performance; Service Quality has a positive and significant impact on SME Performance; Entrepreneurial Marketing has a positive and significant effect on Innovation Capability and SME Performance; Innovation Capability positively and significantly mediates the relationship between Intellectual Capital and SME Performance; Service Quality with SME Performance; Entrepreneurial Marketing with SME Performance.
Paradoxical Strategies for Winning Change in Government Bureaucracy Kamaruddin, Kamaruddin; Ikhsan, Masrul
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.48460

Abstract

Bureaucratic reform in Indonesia has been a primary focus in efforts to enhance government efficiency and transparency. However, despite the implementation of various reform policies, data reveals that many government agencies still face challenges in implementing significant changes. This research aims to analyze the factors hindering the success of reforms, effective strategies to drive change, and the role of technology and political support in the process. The study focuses on the National Institute of Public Administration (LAN) as a case study due to its crucial role in Indonesia's bureaucratic reform. The findings indicate that paradoxical approaches, such as creating flexible roadmaps and promoting informal communication, can strengthen reform effectiveness. Additionally, consistent political support and ongoing training for employees are identified as key factors in fostering innovation and change within the bureaucracy. This study offers practical recommendations for decision-makers to improve the success of bureaucratic reform in Indonesia.
Efforts to Improve the Public Service Quality: Implementation of a Modern Electronic Tax System, Self-Efficacy, and Taxpayer Compliance Purnamasari, Dyah; Tahir, Rusdin
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.58803

Abstract

The success of tax revenue depends on the effectiveness of tax administration that improves taxpayer compliance, the quality of public services, and the uniform implementation of tax provisions. This study aims to explore the factors that affect the quality of public services with a focus on taxpayer compliance, including the influence of e-registration, e-filing, e-efficacy, and digital literacy. A quantitative approach was used with a survey of 535 respondents (416 individual taxpayers and 119 fiscal authorities) at the Directorate General of Taxes of West Java I, II, and III. Statistical analysis was carried out using SEM with the Lisrel application. The results of the study show that e-registration has a positive and significant effect on taxpayer compliance, while e-filing affects compliance but is not significant. Self-efficacy has a positive and significant effect on taxpayer compliance, while digital literacy has an effect but is not significant. At the same time, e-registration, self-efficacy, e-filing, digital literacy, and taxpayer compliance have a positive and significant effect on the quality of public services. These findings make a theoretical contribution by clarifying the factors affecting taxpayer compliance and practical implications for improving tax administration strategies that can improve taxpayer engagement and compliance.
Increasing Local Original Income: Implementation of Tourism Sector Development Policy in Indonesia Wahid, Nur; Rusliadi, Rusliadi; Bahri, Andi Iqra Syamsul
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.49961

Abstract

If the tourism sector is not well managed, uncontrolled growth and excessive waste can damage the environment and reduce its economic potential. The impact will make it difficult for someone to create jobs.  This research aims to analyse the implementation of a tourism development policy in increasing local revenue in Bulukumba Regency. Researchers used qualitative methods, research data obtained from observation, interviews, documentation, and media review. In the data analysis process, researchers used Nvivo 12 plus software. This research indicates that tourism development efforts in Bulukumba have produced positive results. The Tourism Office as the main implementer and the community as a supporter. Government and community involvement in the policy implementation process and establishing strategic programmes. This is evidenced by the communication during the implementation of tourism policies that runs by transmitting information to all stakeholders. The implementation of disposition has shown positive results in terms of optimising human resources. However, the persistence of the problem of overlapping responsibilities in the bureaucratic structure hinders the achievement of optimal performance. This research can contribute to the government to further strengthen cooperation in policy implementation and management of the tourism sector in various regions to improve people's welfare.
Measuring Key Factors in E-Government Participation: A Rasch Modeling Approach with Human Resource Management Considerations Askolani, Askolani; Sari, Maya; Pamungkas Gautama, Budhi; Perdana, Yoga; Lazuardi Maulid, Dibias
Jurnal Manajemen Pelayanan Publik Vol 8, No 2 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i2.61350

Abstract

Studi ini mengkaji tentang partisipasi e-government di kalangan warga Indonesia, dengan tujuan untuk mengevaluasi efektivitasnya dalam meningkatkan hubungan antara pemerintah dan warga melalui media sosial dan praktik tata kelola yang baik. Tujuan penelitian meliputi konstruksi dan validasi instrumen survei berdasarkan 15 item pengalaman terkait persepsi e-government, dengan menggunakan pemodelan Rasch untuk menganalisis data dari 101 responden. Hasil penelitian menunjukkan tingkat reliabilitas yang tinggi (Cronbach's Alpha = 0.94) dan korelasi yang signifikan (korelasi skor mentah ke kemampuan = 0.99), yang menegaskan kemampuan instrumen dalam mengukur variabel yang mempengaruhi partisipasi e-government secara efektif. Temuan ini sejalan dengan harapan model Rasch (Infit dan Outfit MNSQ dalam rentang yang dapat diterima), menunjukkan kesesuaian instrumen untuk penilaian yang komprehensif. Sebagai kesimpulan, penelitian ini memberikan wawasan dalam meningkatkan transparansi, akuntabilitas, dan responsivitas pemerintah, hal yang penting untuk membangun kepercayaan dan praktik tata kelola yang efektif di era digital.ABSTRACTThis study examines the subject matter of e-government participation among Indonesian citizens, aiming to assess its effectiveness in enhancing government-citizen relationships through social media and good governance practices. The objectives include constructing and validating a survey instrument based on 15 experience items related to e-government perception, utilizing Rasch modeling to analyze data from 101 respondents. Results indicate strong reliability (Cronbach's Alpha = 0.94) and significant correlations (Person raw score-to-measure correlation = 0.99), affirming the instrument's capability to measure variables influencing e-government participation effectively. The findings align well with Rasch model expectations (Infit and Outfit MNSQ within acceptable ranges), highlighting the instrument's suitability for comprehensive assessment. In conclusion, this research contributes insights into enhancing government transparency, accountability, and responsiveness, crucial for fostering trust and effective governance in the digital era.

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