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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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Examining the Depok Single Window: Challenge and Strategy for Digital Service Development Zulkarnain, Zuliansyah Putra; Amsianisa, Gwyneth Fayza
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.60904

Abstract

This paper analyzes the development of the Depok Single Window (DSW) platform in implementing EBGS in Depok City using the theoretical framework of Layne and Lee. The DSW is built to increase administrative efficiency, ease of access to public services, and public trust by digitalizing services. Since its release in 2018, the DSW has grown from 15 to 145 features, among others healthcare, taxation, and public complaint services. Utilizing Layne and Lee’s model with qualitative case studies methods, this research reveals major issues, such as a lack of vertical and horizontal integration among the institutions, suboptimal technological infrastructure, and poor match between design and actual community needs. Although the current stage is a transaction, the DSW has not yet led to vertical integration of services through different levels of government, and thus, services remain fragmented, containing technological incompatibility and poor internet access. Accordingly, it identifies three priority tasks for strengthening interagency coordination, raising the current level of digital literacy, and building infrastructure while migrating to the horizontal integration stage. Thus, the following findings underscore a new type of reform in digital administrative development to support modernization towards public services through people-oriented and restoring public confidence in digital government.
Public Service Intervention in Coffee Plantations Optimisation of Rejang Lebong District Anzori, Anzori; Susena, Karona Cahya
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.63201

Abstract

Rejang Lebong Regency is one of the main coffee-producing regions in Indonesia, with great potential to increase coffee productivity and added value. However, coffee management in this area still faces various challenges, such as low production efficiency, lack of application of modern technology, and hesitant market access and policy support. This study purposed to determine the causes of the low income and welfare of coffee farmers in Rejang Lebong Regency and as a promotion and branding of coffee in Rejang Lebong Regency that has not been recognized at the national and international levels. The method used included descriptive research, which explained factual phenomena conceptually, with data collection through surveys. The results showed that greater efforts or strengths are still required to overcome various kinds of weaknesses and utilize existing opportunities to overcome obstacles. The research recommended the integration of community-based coffee development programs and policy support from the local government to create a sustainable coffee management system. Optimizing coffee management in Rejang Lebong Regency is expected to encourage the improvement of farmers' welfare, environmental sustainability, and the strengthening of the regional economy.
Quality of Service in the Development of E-Government Systems towards Community Participantion (Case Study of Sinjai Regency Public Service Mall) Rajamemang, Rajamemang; Ulmi Q, Andi Tenri; Maidin, Andi M Rusdi; Putera, Wahyudi; AB, Fitrawati; Sabir, Muhammad
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.59348

Abstract

This study aims to determine the extent to which the quality of service influences community participation through the E-Government system, with a case study at the Sinjai Regency Public Service Mall. This research employs a qualitative approach conducted through a questionnaire using primary data sources, particularly data obtained from the Sinjai Regency Public Service Mall. The data collection method consisted of questionnaires, observations, and documentation. Questionnaires were distributed to participants, and interviews were conducted with a total population of 255,853 individuals distributed among various villages and sub-district communities. The sample size was determined using the Slovin formula, resulting in a total of 150 respondents. The analysis technique used was Structural Equation Modeling (SEM). The results of the research indicate that service quality, measured through tangibility, reliability, responsiveness, empathy, and assurance, has a positive and significant indirect effect on the E-Government system as well as on community participation at the Sinjai Regency Public Service Mall. Additionally, the E-Government system has a positive and significant effect on community participation in the Public Service Mall of Sinjai Regency.
Determinants of Employee Performance in Public Training Institutions: Mediating Role of Engagement in the Context of BDK Kemenag RI Rahmadani, Rahmadani; Rahim, Abdul Rahman; Prasilowati, Sri Lestari; Siradjuddin, Siradjuddin
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.62259

Abstract

Rhis study examines the influence of Employee Competence (EC) and Organizational Commitment (OC) on Employee Performance (EP), both directly and indirectly through Employee Engagement (EE) as a mediating variable. Civil servants at 14 Religious Training Centers (BDK) under the Ministry of Religious Affairs of the Republic of Indonesia (Kemenag RI) continue to fall short of the national performance target of 120%, undermining the effectiveness of public service delivery. A quantitative associative approach was employed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) on data collected from 178 civil servants selected through stratified random sampling. The findings reveal that EC and OC significantly affect EP, and both also significantly influence EE. EE itself has a substantial, positive impact on EP. Furthermore, EE significantly mediates the relationships between EC and EP, and between OC and EP. These results highlight EE as the most dominant factor in improving EP and position it as a novel contribution to public sector performance management research. The practical implications suggest that increasing EE can be achieved through training that fosters a sense of ownership, strengthens organizational culture, encourages two-way communication, and recognizes employee loyalty across BDK units within Kemenag RI.
Evaluating Public University Service Quality and its Influence on Student Satisfaction and Loyalty: The Disjoint Two-Stage Approach Luthfiana, Yusrina; Sujarwoto, Sujarwoto; Said, Moh.
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.61990

Abstract

The growing competition between universities has led public universities to develop internal competitiveness, including student loyalty as a strategic asset. However, previous studies have shown inconsistencies in the results and have seldom applied higher-order constructs to analyze the public university service quality. This study evaluates university service quality and its impact on student loyalty, emphasizing the mediating role of student satisfaction. This study was conducted at the Faculty of Engineering, Universitas Negeri Jakarta. The data analysis technique employed PLS-SEM with the disjoint two-stage approach, which is more accurate in handling higher-order constructs on service quality. The findings indicate that public university service quality and student satisfaction influence student loyalty positively and significantly. Public university service quality also influences student satisfaction positively and significantly. Additionally, student satisfaction acts as a partial mediation between service quality and student loyalty. These findings underscore theoretically and practically that public universities should prioritize initiatives that improve service dimensions that impact student satisfaction and loyalty, such as students’ skill development. By integrating higher-order constructs for service quality, this study contributes to a methodological framework and actionable insights for administrators to optimize quality management in public universities.
Strategy to Increase Public Awareness in Flood-Prone Areas Londa, Very Yohanis; Dengo, Salmin
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.63112

Abstract

Floods are one of the most frequent natural disasters in Indonesia and have a wide impact on social, economic, and environmental life. In Manado, continuously from 2024, there are 10 sub-districts and 48 villages that are categorized as flood-prone areas. This study purposed to analyze strategies for increasing public awareness in flood-prone areas in Manado City, North Sulawesi Province. This study applied a qualitative method with a case study approach. Data collection techniques were conducted through in-depth interviews with the Regional Disaster Management Agency of North Sulawesi Province and Manado, and communities in flood-prone locations, direct observation, and secondary data collection. Data analysis was conducted inductively with the stages of reduction, data presentation, interpretation, and conclusion. The results of the study showed that the strategy of socialization and training through print and electronic media was not yet effective. More relevant and targeted strategies include the formation and training of disaster-aware communities at the village level, direct face-to-face socialization, and taking action against community activities that can trigger flooding. These strategies are considered capable of increasing public awareness and preparedness in dealing with disasters, particularly floods.
The Context of the Collaborative Governance Systems in Organic Waste Management is a Public Service in the Urban Area of Lebak Regency Wicaksana, Harits Hijrah; Parmanto, Chandra; Fauzi, Muhammad
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.61963

Abstract

Organic waste management in urban areas of Lebak Regency has become an unresolved polemic reaching 62.28% of unmanaged waste in 2017-2022, dominated by food waste at 30%. Collaborative governance is a strategic approach to improving the effectiveness of public services in this field. Through active involvement across public, private, and civil sectors at every stage of waste management. This study aims to analyze the collaborative governance model applied, identify factors, and provide strategic recommendations using descriptive qualitative methodology to describe organic waste management in a complete and in-depth manner. The findings indicate a lack of optimization of public and civil sector collaboration such as public awareness and participation in sorting and collecting organic waste from inorganic in households. Likewise, collaboration with the private sector has not been optimized into long-term cooperation. The lack of public sector roles such as commitment, capacity, and effective coordination mechanisms, needs to be strengthened through continuous outreach and socialization activities, or collaborating with the Education Office to provide education on organic waste management in schools. In addition, the formation of an organic waste management forum by the Environmental Service and act as a network broker as a liaison across sectors engaged in organic waste management.
Safety Tourism Policy in Bali: Infrastructure Challenges and Sustainable Public Management Dewi, Nyoman Diah Utari; Mahendra, Putu Denny Artina; Hanafiah, Mohd Hafiz
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.64409

Abstract

Bali is globally renowned as a popular tourist destination, celebrated for its natural beauty and cultural diversity, which serve as the main economic driver for the region. Despite the existence of regulations and policies concerning tourism safety, considerable challenges remain in their practical implementation. The primary issues stem from inadequate infrastructure development and limited government facilitation, resulting in suboptimal safety facilities and systems at various tourism sites. These conditions pose a risk of accidents and threaten tourist safety, ultimately diminishing confidence in Bali’s tourism sector. This study employs a qualitative, descriptive approach, combining direct observation and literature review to assess the safety and infrastructure conditions across multiple tourist destinations. It utilizes the tourism aspect framework to analyze the current situation related to safety and infrastructure. Furthermore, to provide effective recommendations for policymakers, this research adopts the sense of safety towards a tourist destination concept from Zou & Yu, aiming to comprehensively measure and understand tourists perceptions of safety. The findings indicate that many destinations in Bali have yet to implement effective and policy-compliant safety systems. The sense of safety towards a tourist destination approach highlights the critical roles of social actors, infrastructure, as well as human and technological factors in creating a secure and comfortable environment. An integrated approach is anticipated to enhance safety standards and restore tourist confidence in Bali’s destinations.
Excellent Local Government for Community Empowerment in the Region : A Case Study in Trenggalek Regency Indonesia Rianto, Budi; Lestari, L. Tri; Sulistiyanto, Sulistiyanto
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.62676

Abstract

The standard of regional autonomy in Indonesia continues; it’s because many community leaders still want the centralization of power based on the original Constitution of 1945, which is considered the form of the unitary state of the Republic of Indonesia. However, awareness of the importance of serving the community in the region to advance general welfare in the regional environment is still a dominant awareness even though in practice it cannot be separated from the ethnocentric interests and interests of power of community leaders in the region. The purpose of this study is to examine in depth the importance of excellent local government in advancing the welfare of the community. This research method is qualitative research, a case study in Trenggalek Regency, to obtain in-depth information about the implementation of autonomy in the region. The results of the study show that various changes in autonomy policies, especially since the enactment of Regulation number 23 of 2014, indicate a reduction in devolution in the regions, autonomy is more oriented as a public manager to provide excellent services to the community in the area in an economic perspective than autonomy in the political section.
Collaborative Governance of Tourism Policy of Bali Province, Policy Study based on Local Wisdom Sad Kerthi Kerti, Maryasih Ni Luh; Effendy, Khasan; Fitriati, Rachma; Faisal, Faisal
Jurnal Manajemen Pelayanan Publik Vol 9, No 3 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i3.65333

Abstract

In early 2025, Bali faced a major flood that disrupted tourism activities, followed by a tragedy in Monkey Forest, Ubud, where two foreign tourists died after being struck by a falling tree. These incidents highlight the fragility of Bali’s tourism governance, despite the sector being the backbone of the regional economy. This study analyzes collaborative governance in Bali’s tourism policy with emphasis on integrating Sad Kerthi, the Hindu-Balinese philosophy of environmental and spiritual balance, as outlined in Governor’s Circular No. 4/2022. A qualitative case study was conducted through ten in-depth interviews, three months of field observations (March–June 2024), and policy document analysis, including the RPJPD 2025–2045. Thematic analysis with cross-source triangulation ensured validity. Findings indicate that Sad Kerthi implementation remains largely symbolic. Rituals are regularly performed, yet ecological awareness is weak, pollution and deforestation (46–51 ha/year) persist, and mental health issues are rising. Collaborative forums exist but are still dominated by government actors, limiting genuine participation from customary institutions and communities. The study concludes that cross-sector collaboration, institutional capacity strengthening, and culture-based education are essential to transform Sad Kerthi from a symbolic policy into an operational framework for sustainable tourism governance.

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