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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 283 Documents
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Innovation, Competency and Public Satisfaction in Indonesia’s Emergency Medical Services: A Study of Semarang’s “Ambulan Hebat” Mulajaya, R. Permadi; Christiani, Charis; Putera, Roni Ekha
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.v10i1.68504

Abstract

This study examines the effects of public service innovation and frontline employee performance competency on public satisfaction with Semarang’s “Ambulance Hebat” emergency service in Indonesia. The study situates itself within ongoing administrative reform efforts and the growing public demand for inclusive and responsive healthcare. A quantitative design was employed using survey data from 70 respondents associated with the Ambulance Hebat service at the Semarang Health Office. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess both the measurement and structural models. The measurement model demonstrates satisfactory reliability and convergent validity for the constructs of public service innovation, performance competency, and public satisfaction, while variance inflation factor (VIF) values indicate no multicollinearity concerns. Structural results indicate that public service innovation has a moderate, statistically significant effect on public satisfaction, whereas performance competency has a smaller yet significant effect. Together, these predictors explain 58.1% of the variance in public satisfaction, and the model exhibits strong predictive relevance. Substantively, publics respond positively to tangible innovations in service design and delivery and perceive the program’s technical and interpersonal competencies as credible markers of service quality. The findings suggest sustaining satisfaction in emergency healthcare requires complementary strategies: continuous refinement of service innovations alongside systematic investments in frontline capability and training, communication enhancement and performance management.
A Model for Improving Public Service Performance Through Strengthening Digital Competence and Employee Engagement in Local Government Agencies Lestari, Firda Maulani; Hadijah, Hady Siti
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.v10i1.68414

Abstract

This study examines the issue of lowquality public services in local governments, influenced by limited digital competence of civil servants and minimal employee involvement in work processes. This condition results in suboptimal service delivery, slow adaptation to technological developments, and a lack of responsiveness to community needs. This study aims to formulate a model for improving public service performance by strengthening digital competence of civil servants and increasing employee engagement as a driving factor for organizational change. The method used is a literature study spanning 2018–2025 with content analysis of various recent scientific sources discussing public services, digital transformation, and organizational behavior. The results show that digital competence of civil servants is still uneven, while the maturity level of e-government systems is mostly in the moderate category. Regions that implement digitalization in a planned manner have been shown to experience significant improvements in service quality. Furthermore, employee engagement plays a crucial role in supporting technological adaptation, accelerating work processes, and encouraging service innovation. Conclusion, the integration of strengthening digital competence, increasing employee engagement is a key prerequisite for local governments to realize more effective, fast, accurate, and responsive public services to the dynamics of community needs. The academic contribution of this study lies in the integration of digital competence and employee engagement within a comprehensive conceptual framework.
The Mediating Role of Public Service Managerial Capability and Adaptive Service Innovation in the Relationship between Citizen Orientation and Public Entrepreneurship toward Public Service Performance: Evidence from Creative Public Service Organizations in West Java, Indonesia Asmala, Tuti; Kartawan, Kartawan; Sutisna, Deden; Pratminingsih, Sri Astuti
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.v10i1.68087

Abstract

This study examined how citizen orientation and public entrepreneurship affect public service performance through public service managerial capability and adaptive service innovation. Guided by the Resource-Based View, Dynamic Capabilities Theory, and Public Value Theory, it argued that citizen-centric and entrepreneurial orientations improved service outcomes when converted into managerial and innovative capacities. Using a quantitative explanatory design, data were collected from 334 managers and administrators in creative and cultural public service organizations across 27 cities and regencies in West Java, Indonesia. These included government cultural centers, vocational training institutions, creative economy agencies, and public-private partnerships. Structural Equation Modeling (SEM) with AMOS 24 tested the hypothesized relationships. The findings indicated that citizen orientation and public entrepreneurship significantly strengthen managerial capability and adaptive service innovation, which subsequently improve service performance. Both mediators exhibit significant partial and sequential mediation effects, confirming their joint role as dynamic mechanisms linking strategy to performance. The study expanded understanding of how creative public organizations can translate strategic orientations into improved service delivery and provides insights for policymakers and administrators to develop managerial capability and foster innovation in public service systems.
Integrating Circular Economy and Community-Based Governance for Sustainable Coastal Waste Management in Batam Coastal Community Safitri, Dian Prima; Sholeh, Chaereyranba; Niko, Nikodemus; Setiawan, Ramadhani; Kurnianingsih, Fitri; Ramadhanti, Suci
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.v10i1.68111

Abstract

Coastal areas and small islands, such as the Riau Islands Province, face persistent challenges in waste management. Batam City experiences high household waste generation and severe plastic pollution, threatening local ecosystems and socio-economic resilience. Contributing factors include geographic isolation, limited infrastructure, and weak monitoring systems. This study uses an integrative framework that links circular economy principles with community-based governance in the context of coastal waste management in island regions. The novelty of this study is the development of an adaptive governance network model that integrates three dimensions of empowerment, namely psychological, organizational, and communal, with circular economy mechanisms to transform waste into economic assets. Using a qualitative case study through observation, interviews, and document analysis, findings reveal a fragmented, multi-actor landscape where corporate social responsibility programs, grassroots waste banks, government facilities, and interventions by non-governmental organizations operate independently with limited coordination. Despite existing capacities, the absence of inter-organizational collaboration has led to low waste sorting rates, reaching only 18%. The study proposes establishing an institutional platform for multi-stakeholder collaboration that integrates circular economy principles with community empowerment. Such a coordinated governance network can support sustainable coastal waste management and contribute to ecosystem restoration in Batam City.
Governance Deficits and Social Engineering Strategies in Community-Owned Enterprises: Evidence from Pulosari Village, Indonesia Wardhana, Didin; Kushendar, Deden Hadi; Anggraeni, Heni; Sumardanu, 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.v10i1.67134

Abstract

This study explores governance deficits within Community-Owned Enterprises (BUMW) and proposes social engineering strategies to enhance their sustainability. This qualitative case study employed interviews, observations, and document analysis involving key stakeholders of Pulosari Village-owned enterprise. The research focuses on five key governance pillars: institutional autonomy, citizen participation, transparency and accountability, local innovation, and digital integration. Social engineering strategies in this study refer to participatory and institutional governance interventions designed to strengthen organizational sustainability. The findings reveal persistent challenges, including limited legal recognition, participation that is more ceremonial than substantive, weak financial transparency, and minimal adoption of innovation and digital tools. These shortcomings undermine public trust, reduce community ownership, and threaten long-term viability. To address these issues, the study suggests several social engineering strategies, such as strengthening legal status, creating more inclusive decision-making forums, promoting participatory financial oversight, establishing local innovation incubators, and advancing community-based digitalization. Beyond contributing to public administration scholarship by situating BUMW within a governance framework, the study also offers practical recommendations for policymakers and community actors to improve accountability, inclusiveness, and sustainability.
Study on the Community Satisfaction Index (CSI) to Realize Excellent Public Services Solihin, Ihin; Hendarso, Panji; Sonjaya, Trisna; Latifah, Eva; Dharmawan, Awan; Yudistira, Yudi
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.v10i1.67407

Abstract

This study is purposed to examine the quality of public services as measured by the Monitoring and Evaluation of Public Service Performance (PEKPP), sourced from the Community Satisfaction Index (IKM) during the period 2022-2024 across all regions of Indonesia. This study is a literature review based on secondary data with a qualitative descriptive approach. The results of the study indicated that the quality of the Community Satisfaction Index (IKM), oriented towards excellent public service in all regions of Indonesia, demonstrated improvement; however, it has not shown significant quantitative progress. The recommendation for this study is that the government should take effective steps to increase the number of regions categorized as regions with excellent public services.
Bridging Digital Divides: Multi-Level Governance Transformation and Poverty Reduction in Post-Pandemic Indonesia Sarihati, Tati; Devianty, Tia
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.v10i1.68039

Abstract

The COVID-19 pandemic accelerated digital governance transformation worldwide, yet systematic evidence on its effectiveness for poverty reduction within developing countries' complex multi-level governance (MLG) systems remains limited. This study investigates how digital transformation in MLG coordination affects poverty reduction effectiveness in post-pandemic Indonesia (2020–2024). Employing a Systematic Review with Thematic and Bibliographic Analysis (SR-TBA) — integrating a PRISMA-compliant systematic review, inductive thematic synthesis, supplementary keyword co-occurrence visualisation, and expert validation from eight governance practitioners — we screened 294 Scopus records and retained 32 studies meeting rigorous inclusion criteria. Five thematic clusters were identified: Digital Governance Infrastructure, Social Protection Systems Digitalisation, Multi-Level Coordination Mechanisms, Community Empowerment, and Pandemic Response Acceleration. Based on the reviewed studies, 81.3% reported positive associations between digital interventions and poverty-reduction indicators. However, nearly half the corpus raised financial sustainability concerns, and expert triangulation revealed systematic divergence between academic and practitioner framings of coordination outcomes. Three theoretical contributions are advanced: a Conditional Effectiveness Framework specifying jointly necessary preconditions for durable gains; a Structured Optimism Bias thesis explaining field-level evidence distortion; and a Sustainability Trap mechanism localised to the Indonesian post-pandemic context. Findings carry direct implications for lifecycle-oriented programme design, geographic differentiation in digital investment, and social protection targeting policy.
Synergy of Educational, Digital, and Repressive Strategies in Traffic Governance: A Study of the Subdirectorate of Traffic Violation Enforcement of the Indonesian National Police Traffic Corps Theodora, Cannysia Sherryl; Wijaya, Komang Adi Sastra
Jurnal Manajemen Pelayanan Publik Vol 10, No 2 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i2.69034

Abstract

This study examines the synergy between educational, digital, and repressive strategies implemented by the Subdirectorate of Traffic Violation Enforcement of the Indonesian National Police Traffic Corps (Korlantas Polri) in enhancing the effectiveness of traffic law enforcement in Indonesia. Employing a descriptive qualitative approach, data were collected through semi-structured interviews, participatory observation, and analysis of ETLE (Electronic Traffic Law Enforcement) reports. The findings indicate that the three strategies operate as an interdependent system: educational initiatives function as a moral and preventive foundation, digital mechanisms improve transparency and accountability, and repressive measures ensure immediate compliance with traffic regulations. Empirical ETLE data from 2022–2024 revealed a 17.3% reduction in traffic violations during the first semester following digital implementation, indicating measurable behavioral change. However, this impact appears to be temporary and requires sustained inter-institutional coordination to remain effective. The study concludes that successful traffic governance depends on the continuous synergy between education, digitalization, and fair law enforcement, supported by strong institutional capacity and active public participation.
Visionary-Oriented Leadership as a Foundation for Building Innovation: A Case Study of the Semarang City Health Office Santoso, R. Slamet; Hidayat, Andri Rahmat; Rapha, Albert Jehoshua
Jurnal Manajemen Pelayanan Publik Vol 10, No 2 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i2.66460

Abstract

Innovative leadership serves as a crucial strategy in advancing an innovative work culture; thus, leaders frequently deal with obstacles in establishing a sustainable innovative leadership model. This study aims to examine the role of visionary elements in shaping innovative leadership within public sector organizations, with a focus on the Semarang (city) Health Office, which has successfully developed an innovative work culture while consistently enhancing its innovation quality index. A descriptive qualitative approach was applied to identify best practices in leadership processes. The findings indicated that innovative creative leadership at the Semarang City Health Office is characterized by visionary traits, including clarity and strategic delivery of vision, leader enthusiasm in realizing the vision, goal setting that emphasizes cross-sector collaboration, and the articulation of mission as a concrete manifestation of the established vision. The study concluded that visionary aspects should be prioritized as the initial phase in developing innovative leadership in the public sector, emphasizing cross-sector collaboration and vision concretization as the foundation for strengthening an innovative work culture.
Agile Local Government: Lessons from Digital Collaborative Service in Jambi City Winata, Ginazar Hasta; Yusuf, M.; Subekti, Dimas; Wahid, Makmun; Saadah, Mar Atun
Jurnal Manajemen Pelayanan Publik Vol 10, No 2 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i2.62661

Abstract

This article explores the implementation of agile government principles in the context of digital collaborative services for building permits in Jambi City. Agile Government prioritizes responsiveness and adaptability in public administration to address the evolving needs of society. This study aims to analyze how these principles can improve the building permit process by enhancing inter-agency collaboration. It identifies key challenges in coordination among government institutions and assesses the extent to which flexibility, openness, and user-orientation have been applied in the service process. Using qualitative methods, this research collected data through interviews and analysis of various documents. Our study indicates that bureaucratic complexity and weak inter-agency communication are major barriers to efficient public service efficiency. However, the use of information technology is considered to have significant potential to improve transparency, coordination, and fast in decision-making. The findings of this study have significance for bureaucratic reform at the local level and propose strategies such as the alignment of Standard Operating Procedures (SOPs), the development of integrated communication platforms, as well as the utilization of real-time monitoring systems to improve efficiency, and quality of public services. These recommendations are not only relevant for Jambi City but can also be applied in other regions facing similar challenges, thus promoting more adaptive, efficient, and user-oriented.

Page 28 of 29 | Total Record : 283

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