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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 277 Documents
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Public Sector Organizational Capability in Developing Religious Tourism Villages in North Sulawesi Plangiten, Novva Novita; Londa, Very Yohanis
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.66882

Abstract

Religious tourism has the potential to drive regional economic growth while strengthening cultural identity. Minahasa (regency), North Sulawesi, acquires several religious destinations of historical and spiritual value; however, their development remains constrained by the limited capability of the public sector. This study aims to analyze the organizational capability of the public sector in developing religious tourism villages, as well as to identify the opportunities and challenges involved. This research employs a qualitative approach with a case study design. Data were collected through in-depth interviews with government officials, local communities, religious tourism managers, and tourism business actors, complemented by field observations and secondary document analysis. Thematic analysis was applied to interpret the data. The findings reveal that public sector capability is still at a developing stage. Planning has been directed toward integrating religious tourism into regional development programs, yet it remains short-term oriented. Key obstacles include limited resources, inadequate infrastructure, weak inter-agency coordination, and insufficient digital promotion. On the contrary, opportunities arise from the growing interest in spiritual tourism, supportive sustainable tourism policies, and the presence of villages with historical religious sites. This study contributes to the literature on local wisdom-based tourism governance and recommends strengthening planning capacity, promoting digitalization, and fostering multi-stakeholder collaboration as strategies for sustainable development.
The Role of New Public Management in Enhancing Regional Budget Efficiency and Public Service Effectiveness in Gorontalo City Hasiru, Roy
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.67827

Abstract

The application of New Public Management (NPM) principles in local government is seen as a strategic approach to improving budget efficiency and public service performance. Yet implementation at the city level continues to face structural and managerial constraints. This study examined the role of NPM in strengthening regional budget efficiency and service effectiveness in Gorontalo City, while identifying mechanisms that support adaptive, transparent, performance-oriented, and inclusive governance. Using a qualitative descriptive interpretative approach, data were collected through in-depth interviews with structural officials, internal auditors, and community representatives, complemented by document analysis of official reports and budget data. Thematic analysis followed the interactive model of Miles and Huberman. The findings show that NPM contributes to budget efficiency through improved planning, tighter monitoring of budget realization, and the integration of digital financial management systems. Service effectiveness also improved through better inter-agency coordination, Key Performance Indicators, and expanded community involvement in monitoring service delivery. However, NPM outcomes are influenced by human resource capacity, leadership consistency, and an organizational culture that supports transparency and accountability. The study concluded that NPM is an essential instrument for promoting efficient and effective local governance, provided that capacity building, internal supervision, and sustained public participation remain priorities.
The Influence of Service Quality and Information Quality on the Jamsostek Mobile “JMO” Application Towards Reputational Risk Mediated by Participant Satisfaction Dwitama, Sony; Buchory, Herry Achmad
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.65531

Abstract

Digital transformation, exemplified by the BPJS Ketenagakerjaan's Jamsostek Mobile “JMO” application, is a key strategy for improving public services, though it introduces reputational risks. This study examined the impact of service and information quality on reputational risk, with participant satisfaction as a mediating variable. Data were collected from 280 active Jamsostek Mobile “JMO” application users in Greater Bandung (Bandung City, Bandung Regency, West Bandung Regency, and Cimahi City) via purposive sampling and a quantitative survey. The data was analyzed using Structural Equation Modeling (SEM). The results of the study demonstrate that the quality of information and services has a positive and significant impact on participant satisfaction. Furthermore, contentment has a substantial and adverse effect on reputational risk. Additionally, the quality of information and services has a substantial and adverse effect on reputational risk. These findings emphasize the importance of strengthening the functional and informative quality of digital applications as a proactive strategy to build user satisfaction and maintain the institution's reputation. Therefore, strategically managing application quality is crucial in maintaining public trust in digital social service institutions such as BPJS Ketenagakerjaan.
Comparative Discourse of Smart City and Smart Village in Asia, Case of Indonesia, Malaysia, and Japan Nugroho, Rino Ardhian; Berlian, Berlian; Wallang, Muslimin; Jamaluddin, Anif; Prakoso, Septyanto Galan; Andari, Rosita Novi
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.67088

Abstract

Urban and rural areas worldwide face growing challenges from rapid population growth, climate change, and resource constraints. Governments are responding by adopting smart city and smart village initiatives that use technology to promote sustainable development. Yet, academic research on these topics differs markedly across countries due to distinct policy priorities, development needs, and research contexts. This study performs a comparative bibliometric analysis of smart city and smart village publications in Indonesia, Malaysia, and Japan, using Scopus-indexed data processed with VOSviewer. Results show Indonesia has effectively integrated both domains, with research evolving from a technology focus toward collaborative governance and sustainability. Japan, meanwhile, emphasizes systematic, infrastructure-driven smart city development, but its smart village studies remain disconnected from key rural issues like depopulation and aging populations. In Malaysia, smart village research predominantly centers on biomedical and public health themes rather than technology-based rural advancement, revealing a clear research gap. These findings can inform policymakers on research prioritization, guide funding toward underrepresented areas, and aid in creating balanced measurement frameworks that align global standards with local realities. Ultimately, although smart development concepts are global, their academic exploration and practical application must be adapted to each country’s unique context.
Gender-Responsive Strategic Policy Planning for Relocated Sex Workers: An Inclusive Public Service Governance Perspective Pratiwi, Ryza Dani; Ximenes, Manuel
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.68507

Abstract

This study examines sex worker relocation policies in Indonesia and their implications for gender-responsive policy planning, inclusive governance, and women’s socio-economic vulnerability. Although relocation is commonly framed as urban management and moral regulation, its impacts on gendered power relations and women’s post-relocation livelihoods remain underexplored. Addressing this gap, the study analyzes the design and implementation of relocation policies and their responsiveness to women’s strategic gender needs and participation. Using a qualitative phenomenological approach, data were collected in two post-relocation sites in Central Java through semi-structured interviews with relocated sex workers, vulnerable female workers, community representatives, and local government officials, supported by policy document analysis. Data were thematically analyzed using NVivo 12 Pro within Moser’s Gender-Responsive Policy Planning framework. The findings indicate that relocation policies are characterized by top-down institutional design and implementation prioritizing spatial order and short-term economic assistance, leaving women’s strategic needs, participation, and control over resources largely unmet. Consequently, women experience intensified workloads, economic insecurity, limited decision-making power, and persistent stigma. The study concludes that without gender-responsive and participatory planning, relocation risks reproduce structural vulnerability and therefore require integrated governance that prioritizes participation, gender-sensitive data systems, and institutional accountability.
Evaluation of the M-Paspor App as a Public Service: A Sentiment Analysis Hariwibowo, Ignatius Novianto; Setiawan, Wimpie Yustino
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.68645

Abstract

This study is purposed to evaluate the public service performance of the Immigration Office’s M-Passport application using sentiment analysis. This study implemented the data of comments or customer reviews from the Google Play Store. A web scraping technique was employed to collect data, with a total number of 12,138 comments collected. Sentiment analysis was applied to identify and label positive and negative comments. In order to ensure the labeling results, a model test was carried out to confirm the accuracy level. The findings show that 69.1 % comments are negative and 30.9% are positive. The model testing results indicated a more than 80% accuracy level based on the Naive Bayes algorithm, Random Forest, Logistic Regression, and Decision Tree. The results showed that the majority of users are not satisfied with the service, indicating that the system performance of M-Passport has not satisfied user expectations.
Managerial Team Selection Strategy Based on Trust, Transparency, and Transformation in Driving Economic Transformation at DANANTARA (Daya Anagata Nusantara) Irawati, Ira; Aritonang, Rian Fajar; Abdurrahman, Ifham Azhar; Candra, Rosikh
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.65208

Abstract

Danantara, as a state asset management institution, aims to build a sustainable economic foundation through the principles of meritocracy, transparency, and professionalism in its managerial selection process. This study analyzes the application of trust, transparency, and transformation principles in the selection of Danantara’s managerial team and their impact on the effectiveness of state asset management. A qualitative approach was employed, using in-depth interviews and document analysis. The principle of trust highlights the importance of mutual confidence among team members and stakeholders, which, according to Kramer and Tyler (1996), can accelerate decision-making and enhance collaboration. Transparency, as emphasized by Gierlich-Joas et al. (2020), involves open information sharing within organizations to strengthen accountability. Meanwhile, the transformation principle focuses on adaptability and innovation, aligning with Norman and Pahlawati’s (2024) findings on the role of adaptive leadership in sustainable transformation. The preliminary findings indicate that implementing these three principles fosters a competent management team and improves Indonesia’s competitiveness globally. This research contributes to the development of effective state asset management practices and enriches the literature on economic transformation, positioning Danantara as a new driver of national economic growth.
Economic Structure, Administrative Capacity, and Public Trust in Tax Performance: A Service-Centered Systematic Review across Income Groups, 2015–2025 Haptari, Vissia Dewi; Sriyanto, Agus; Hamzah, Muhammad Zilal; Sofilda, Eleonora
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.66422

Abstract

Cross-country variation in tax-to-GDP ratios reflects differences in economic structure, administrative capacity, and public trust under diverse institutional settings. This study provides a PRISMA-guided systematic review (2015–2025) to explain the determinants of tax performance across income groups. We identify 150 eligible studies and compile a core set of 90 for comparative synthesis, applying quality weights based on research design and methodological transparency. Higher-quality evidence links higher income per capita and stronger governance to higher tax ratios, while inflation and poorly managed resource rents weaken non-resource tax effort; digital tax administration (e-filing, e-invoicing, and risk-based analytics) is generally associated with higher compliance, but effects depend on baseline capacity, service design, and bureaucratic integrity. The review advances a service-centered framework integrating fiscal-contract and institutional-capacity perspectives into a “service–trust–revenue” loop and a “tax-capacity ladder”, with policy implications on reform sequencing: strengthening governance, modernizing administration, and progressively broadening the tax base through transparent communication and risk-based digital enforcement.
Collaborative Governance Process in Likupang Tourism Development In North Minahasa Regency Pombengi, Jericho Danga; Posumah, Johny Hanny; Rorong, Arie Junus; Liando, Daud Markus
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.66501

Abstract

Developing tourism as a strategic regional sector requires effective and collaborative governance to ensure sustainability, accountability, and equitable distribution of benefits for stakeholders. Likupang tourism is being developed through the involvement of various actors, from the government and the private sector to the local community, thus necessitating coordinated collaborative governance. The research aims to analyze the collaborative governance process in Likupang tourism development. Qualitative research was the methodology employed. The primary source of information is organized interviews, where the interviewer determines the problems and questions to ask themselves. The findings showed that the community's and resort owners' cooperation, namely with regard to waste management and the use of communal plantation land, was not optimal. The lack of international-caliber restaurants and souvenir shops, as well as the road access to Likupang. Through direct communication, the actors involved in tourist development engage in a collaborative process that fosters trust, strengthens commitment, and unites ideas and shared objectives. The collaborative governance process in Likupang tourism development occurred only at the face-to-face dialogue stage, while the stage of building trust, capacity, and commitment to unite perspectives is not optimal.
Digital Leadership as a Driver of Village Transformation: An Empirical Study in Pleret Village, Bantul Regency Ramdani, Endah Mustika; Artisa, Rike Anggun; Abubakar, Rodlial Ramdhan Tackbir; Andikaputra, Fikri Aditya Tri
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.65512

Abstract

Digital transformation at the village level aims to improve public service efficiency, expand information access, and promote local economic growth through technology. Its success, however, largely depends on visionary and adaptive leadership. Leaders who possess technological understanding and can inspire their communities play a crucial role in fostering inclusivity and addressing challenges such as limited infrastructure and low digital literacy. This study explores leadership competencies that contribute to successful digital transformation, focusing on Pleret Village as a case study. Using qualitative methods and drawing from both primary and secondary data, the research found that effective digital leadership is supported by leaders’ digital knowledge and skills, as well as managerial competencies. Beyond technological proficiency, strategic planning, regulatory strengthening, and innovation development also proved essential. The findings highlight that Pleret Village represents a best practice model for village-level digital transformation, successfully integrating technology, innovation, and managerial capacity while preserving local wisdom.

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