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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 257 Documents
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Regional Expenditure and Public Satisfaction: A Study in Banten Province (2021–2024) Kurnia, Nina; Gunawan, Gugun; Subhan, Ahmad; Septian, Mutia Risky; Tania, Reni
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.v9i3.63016

Abstract

The decline in Capital Expenditures and the increase in Goods and Services Expenditures indicate a shift in budget focus from public investment to operational needs, which can impact the quality of public services. This study analyzes the effect of regional expenditure allocations on public satisfaction with public services in Banten Province during the 2021-2024 period. Using a quantitative approach with a sample of 480 respondents, this study examines the impact of four regional expenditure components: Personnel Expenditures, Goods and Services Expenditures, Capital Expenditures, and Grants and Social Assistance Expenditures on the Public Satisfaction Index (IKM). The results indicate that regional expenditure allocations significantly influence public satisfaction, with Capital Expenditures having the most significant impact. Another important finding is the time lag in the influence of regional expenditures. Sectoral analysis shows variations in the influence of expenditure components, with Personnel Expenditures dominant in the education sector, Goods and Services Expenditures in the health sector, and Capital Expenditures in the infrastructure sector. A similar pattern is seen in spatial analysis comparing urban, rural, and transitional areas.
Application of the Humanistic Paradigm in Social Service Against People with Mental Disorders (PWMD) Hermawan, Hermawan
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.v9i3.61366

Abstract

This study aims to analyze the application of the humanistic paradigm in social rehabilitation services for People with Mental Disorders (PWMD) and to evaluate its impact on service quality and client independence. The research applied a qualitative case study design at the Malang City Social Services Department, with data collected through observation, in-depth interviews, and document analysis. Respondents included social workers, patients, and family members. The findings reveal that the humanistic paradigm—emphasizing respect, dignity, emotional well-being, empathy, and individuality—has been effective in improving service quality and fostering client independence. This approach is more responsive to the needs of clients and families by prioritizing human dignity, empowerment, empathetic relationships, and a supportive recovery environment. The implications highlight the need for policy development and institutional support that integrate humanistic theory into social rehabilitation practices. The study contributes novelty by showing that the humanistic approach offers high value in creating humane and quality services, an area still underexplored in Indonesian social service practice.
Connectivity of Accreditation Instrument Strengthening Policy in Realizing Excellent Primary and Secondary Education Services in Banten Province Jumanah, Jumanah; Nugroho, Arif; Ratnasari, Dine Trio
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.v9i3.65016

Abstract

This study examines the policy connectivity of strengthening accreditation instruments in relation to efforts to realize quality education services at the primary and secondary levels in Banten Province. Employing a qualitative approach with a case study method, the research involved informants from local government officials, BAN-S/M assessors, school principals, teachers, supervisors, school committees, and parents. The findings reveal that although the School Accreditation Instrument (IASP 2020) has been introduced, its integration into regional education planning, budgeting, and supervision remains limited. Some schools are able to translate accreditation indicators into quality management practices, yet the majority face challenges related to understanding, inter agency coordination, and follow up on accreditation results. Additional inhibiting factors include the absence of a formal coordination mechanism between BAN-S/M and the Education Office, as well as the lack of technical policies at the regional level. This study highlights the importance of cross level policy connectivity as a prerequisite for strengthening accreditation, an issue that has been rarely explored in previous studies. The recommendations emphasize synchronizing national and regional policies, enhancing the capacity of education personnel, and formulating operational regulations at the regional level to ensure that accreditation functions effectively as an instrument for improving the quality of education services.
Critical Factors Influencing the Implementation of Digital Government: The Case of Population Administration Service Hidayat, Rahmad
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.v9i3.64366

Abstract

Digital-based public services, also known as digital government services, refer to systems that governments implement to increase accessibility and efficiency in providing information services and to achieve good governance. This research examined the critical factors that influence the implementation of digital government, particularly in population administration services. A questionnaire survey was distributed to 500 respondents who use digital government. SEM-PLS was used to analyze the collected data. The results of this research indicate that the theoretical contribution can be summarized as follows: Human Resource Capacity, Regulation, Infrastructure, Finance, Information and Communication Technology have a positive and significant influence on implementing digital government. This demonstrated that these four variables are crucial in implementing digital government in Indonesia. Then, four variables do not have a positive and significant influence, which may not be essential in implementing digital government. The following are some practical consequences of the findings of this study. First, to implement digital government, there must be good regulatory support, infrastructure that can allocate the budget, and strong ICT. The central government must encourage the implementation of digital government so that it is carried out evenly.
Evaluation of Infrastructure and Cybersecurity in Supporting the Digital Transformation of Public Services in Tangerang City Kosasih, Achmad; Aditya, Toddy; Ramadhan, Sukma Aditya
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.v9i3.65900

Abstract

This research aims to evaluate the readiness of digital infrastructure and cybersecurity in supporting the digital transformation of public services in Tangerang City, especially the Tangerang LIVE application. The application is designed to integrate various public services in one digital platform, but data shows a decline in the use of features by the public. This study uses a quantitative approach with Structural Equation Modeling (SEM) to test the relationship between digital infrastructure, cybersecurity, and digital public services. The results of the study show that cybersecurity has a greater influence in building public trust in digital public service applications compared to digital infrastructure. While digital infrastructure is important to support accessibility and efficiency, security factors including awareness, system readiness, and threat resilience play a greater role in ensuring sustainability and user trust. Therefore, the simultaneous strengthening of these two factors is critical to ensuring the successful digital transformation of safe, efficient, and reliable public services
The Decision-Making Based on Public Aspirations and Complaints through SP4N-Lapor! in Three Provinces of Indonesia Ibty, Idham; Widnyani, Ida Ayu Putu Sri; Simabura, Charles
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.v9i3.60928

Abstract

This study examined the role of digital public service transformation in Indonesia, focusing on decision-making based on public aspirations and complaints through SP4N- Lapor! The research method was a qualitative with a case study approach at Yogyakarta, Bali, and West Sumatra. The findings showed that the government has enhanced transparency and public service effectiveness through decision making based on digital data at SP4N-Lapor! even though mechanisms remain unstructured. In Yogyakatra, SP4N-Lapor! have a positive impact of complaint resolution and service improvement, especially for disabled communities. Further policy development is recommended, with more structured coordination and stakeholder feedback. Academics are urged to explore risk mitigation strategies involving stakeholders to address system limitations.
Ethics-Driven Digital Learning Governance in the Civil Service Herlina, Besse; Syamsiar, Syamsiar; Mustaking, Mustaking
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.v9i3.65153

Abstract

This study investigated the impact of civil servants’ bureaucratic ethics, encompassing integrity, accountability, and transparency, on the effectiveness of digital learning governance within the context of digital transformation in the public sector. This study also explored the role of civil servants’ digital capacity, internal policies, and information and communication technology (ICT) infrastructure as moderation variables in these relationships. The research methodology applied a qualitative approach; data were collected through surveys from civil servants involved in digital learning programs. The results of statistical analysis demonstrated that civil servants’ bureaucratic ethics have a significant positive influence on the effectiveness of digital learning governance. Furthermore, the digital capacity of civil servants and ICT infrastructure significantly strengthens the relationship, while internal policies show a more limited influence of moderation. These findings confirm that the application of solid bureaucratic ethical values, supported by adequate digital resources and policies, is the key to the successful implementation of effective digital learning governance. The practical implications of this study are essential for strengthening the integrity, accountability, and transparency of civil servants as well as increasing digital capacity to support the development of adaptive human resources in the digital era.
Analysis of Service Satisfaction and Complaint Handling Efforts of District Road Users in the Serang District Government Alynudin, Suhud
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.v9i3.63265

Abstract

Highways are public services provided by the government, as an important infrastructure for community mobility. This study aims to assess the level of public satisfaction with road services and identify complaints submitted by road users. This study used a quantitative approach with 196 respondents, using the Lemeshow formula (population unknown), and using purposive sampling techniques. Data was collected through a closed questionnaire and data was analyzed using the following methods: Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), and Complaint and Suggestion Analysis. The results of the IPA are that of the 33 statements, 2 items are in Quadrant I, 9 items are in Quadrant II, 15 items are in Quadrant III, and 7 items are in Quadrant IV. The CSI score was calculated at 69.00%, showing that road users in Serang Regency were quite satisfied. In addition, the analysis of complaints and suggestions from users, including the repair of potholes, damaged road shoulders and bridges, installation and maintenance of street lighting, procurement of drainage systems and culverts. These findings are important inputs in the preparation of work programs and budgeting in the road infrastructure sector and formulating policies based on the real needs of road users.
Bureaucratic Innovation in Correctional Institutions in Riau Province Herman, Herman; Wicaksono, Agung; Latif, Syahrul Akmal; Suriani, Lilis; Al Hafis, Raden Imam
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.v9i3.56438

Abstract

This study aims to analyze the bureaucratic innovations implemented at the Special Development Institution for Children (LPKA) in Pekanbaru City, Riau Province. The focus includes administrative, institutional, policy, and system innovations designed to improve the quality of public services in correctional institutions. A descriptive qualitative method was used with a case study approach. Data were collected through in-depth interviews, observation, and documentation, and analyzed inductively. The findings indicate that while various innovations have been introduced—such as the use of CCTV, digital-based services, and standardized operating procedures—the implementation remains suboptimal, particularly in administrative and system aspects. This study contributes to strengthening bureaucratic reform in correctional institutions and promotes the use of technology to enhance transparency and service efficiency. The findings offer practical implications for public service policy development in the correctional sector.
Reframing Smart Governance in West Java: Embedding New Public Service Values in Digital Transformation Rukayat, Yayat; Kushendar, Deden Hadi; Sopandi, Encep
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.v9i3.66368

Abstract

This study explores the implementation of smart governance within the paradigm of the New Public Service (NPS) in the context of digital transformation in West Java Province. Unlike previous studies that primarily emphasize technical efficiency, this research offers novelty by reframing smart governance through NPS values such as citizen engagement, co-creation, transparency, and public accountability. Employing a concurrent mixed-methods design, the study integrates quantitative and qualitative approaches to provide a comprehensive understanding of the dynamics between digital public service innovation and citizen-centered governance. The quantitative component involved 278 respondents who assessed the effectiveness, inclusivity, and responsiveness of digital public services using structured questionnaires, while the qualitative component drew insights from in-depth interviews with eight key informants, including policymakers, bureaucrats, community leaders, and digital governance experts. The findings reveal that although digital initiatives in West Java have significantly improved service efficiency and accessibility, gaps remain in citizen participation, equitable data access, and institutional adaptability. The study contributes to the theoretical discourse on digital governance by proposing a localized framework of smart governance rooted in democratic values and collaborative public service delivery. Practically, it recommends strengthening digital literacy, institutional coordination, data protection policies, and inclusive participatory mechanisms to foster trust-based and citizen-centric digital governance in West Java.

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