A Service Quality Assessment of Population Administration in Public Sector Governance
Keywords:
Public Service Quality, Administrative ServicesAbstract
This study analyzes the quality of administrative population services. Data were collected through interviews and documentation, guided by seven dimensions of service quality: accessibility, responsiveness, competence, courtesy, credibility, communication, and mutual understanding. The findings reveal several obstacles hindering optimal service delivery, including limited infrastructure, understaffing, inadequate public awareness, and frequent service delays. Despite efforts to improve performance and communication, the implementation remains suboptimal due to a lack of human resources and public compliance with service procedures. The study recommends strengthening regulations, enhancing public awareness, increasing staff capacity, and upgrading facilities to ensure efficient and inclusive administrative services.
References
Aryani, Y. A., Gantyowati, E., Nurrahmawati, A., Arifin, T., & Sutaryo, S. (2023). Determinants Of Local Government Public Service Quality: Evidence From The Developing Economy. Journal of Governance and Regulation, 12(1), 218–229. https://doi.org/10.22495/jgrv12i1siart2
Astuti, I., Yusuf, R. M., Nohong, M., Umar, F., & Sabbar, S. D. (2024). Analysis of e-government implementation and factors affecting employee performance: Case study in Tangerang city government. Journal of Infrastructure, Policy and Development, 8(10), 1–32. https://doi.org/10.24294/jipd.v8i10.7774
Barak, M., & Sharma, R. K. (2024). Analyzing the Impact of Intellectual Capital on the Financial Performance: A Comparative Study of Indian Public and Private Sector Banks. Journal of the Knowledge Economy. https://doi.org/10.1007/s13132-024-01901-4
Barusman, A. R. P. (2024). The Influence of Service Quality and Customer Relationship Management (CRM) as Moderators on Customer Satisfaction for Private University Students. In Europe PMC (pp. 8–16). https://doi.org/10.32388/SBEXNG
Boselie, P., Van Harten, J., & Veld, M. (2021). A human resource management review on public management and public administration research: stop right there…before we go any further…. Public Management Review, 23(4), 483–500. https://doi.org/10.1080/14719037.2019.1695880
Busuioc, M. (2021). Accountable Artificial Intelligence: Holding Algorithms to Account. Public Administration Review, 81(5), 825–836. https://doi.org/10.1111/puar.13293
Cantele, S., Tsalis, T. A., & Nikolaou, I. E. (2018). A new framework for assessing the sustainability reporting disclosure of water utilities. Sustainability (Switzerland), 10(2), 1–12. https://doi.org/10.3390/su10020433
Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 1–11. https://doi.org/10.1016/j.giq.2020.101520
Ciobanu, A., Androniceanu, A., & Lazaroiu, G. (2019). An integrated psycho-sociological perspective on public employees’ motivation and performance. Frontiers in Psychology, 10, 1–7. https://doi.org/10.3389/fpsyg.2019.00036
Dencik, L., Hintz, A., Redden, J., & Warne, H. (2018). Investigating uses of citizen scoring in public services Project Report.
Dodds, S., & Hess, A. C. (2021). Adapting research methodology during COVID-19: lessons for transformative service research. Journal of Service Management, 32(2), 203–217. https://doi.org/10.1108/JOSM-05-2020-0153
Eckersley, P., Lakoma, K., Murphy, P., Caygill, T., & Pell, C. (2024). Accountability as a function of power relationships in public governance networks. Public Administration, 1–17. https://doi.org/10.1111/padm.13032
Foster, B. (2020). Achievement Motivation and Employee Commitment The Role of Leadership. Scientific Journal of Management, 1(1), 17–25.
Hasbullah, N. A., & Combe, C. (2018). Privacy in transformational government (T-Government): Investigation of citizen’s privacy preferences and perceptions. Journal of Fundamental and Applied Sciences, 9(3S), 503–517. https://doi.org/10.4314/jfas.v9i3s.39
Ingrams, A. (2020). Administrative Reform and the Quest for Openness: A Popperian Review of Open Government. Administration & Society, 52(2), 319–340. https://doi.org/10.1177/0095399719875460
Jacobsen, D. I., & Johnsen, Å. (2020). Alignment of strategy and structure in local government. Public Money and Management, 40(4), 276–284. https://doi.org/10.1080/09540962.2020.1715093
Kagema, J., & Irungu, C. (2018). An Analysis Of Teacher Performance Appraisals And Their Influence On Teacher Performance In Secondary Schools In Kenya. International Journal of Education, 11(1), 93–107. https://doi.org/10.17509/ije.v11i1.11148
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/10.1108/IJSE-04-2017-0151
Lee, H. J., & Seong, M. H. (2020). A study on the effects of business service quality on satisfaction, commitment, performance, and loyalty at a private university. Journal of Asian Finance, Economics and Business, 7(9), 439–453. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.439
Lochmiller, C. R. (2021). Conducting thematic analysis with qualitative data. Qualitative Report, 26(6), 2029–2044. https://doi.org/10.46743/2160-3715/2021.5008
Matheus, R., Janssen, M., & Maheshwari, D. (2020). Data science empowering the public: Data-driven dashboards for transparent and accountable decision-making in smart cities. Government Information Quarterly, 37(3), 1–9. https://doi.org/10.1016/j.giq.2018.01.006
Maulana, A., Indriati, F., & Hidayah, K. (2022). Analysis of Bureaucratic Reform Through Delayering of Government Institutions in Indonesia. Jurnal Borneo Administrator, 18(2), 155–170. https://doi.org/10.24258/jba.v18i2.1003
Medaglia, R., Gil-Garcia, J. R., & Pardo, T. A. (2023). Artificial Intelligence in Government: Taking Stock and Moving Forward. Social Science Computer Review, 41(1), 123–140. https://doi.org/10.1177/08944393211034087
Miao, Q., Newman, A., Schwarz, G., & Cooper, B. (2018). How Leadership and Public Service Motivation Enhance Innovative Behavior. Public Administration Review, 78(1), 71–81. https://doi.org/10.1111/puar.12839
Porumbescu, G. A., Cucciniello, M., & Gil-Garcia, J. R. (2020). Accounting for citizens when explaining open government effectiveness. Government Information Quarterly, 37(2), 1–38. https://doi.org/10.1016/j.giq.2019.101451
Qomari, N. (2023). Ekonika : Jurnal Ekonomi Universitas Kadiri Analysis of Factors Affecting The Implementation of The Integrity Zone Reviewing From The Gap Analysis of Employee Competency in Surabaya Industrial Research and Standardization Institute. Jurnal Ekonomi Universitas Kadiri, 8(2), 449–461. http://ojs.unik-kediri.ac.id/index.php/ekonika
Ramakrishnan, S., Wong, M. S., Chit, M. M., & Mutum, D. S. (2022). A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress. International Journal of Quality & Reliability Management, 39(6), 1429–1452. https://doi.org/10.1108/IJQRM-10-2021-0371
Ramona, M. (2020). A Comparative Assessment of Performance Management on Public Service Delivery in Paraguay and USA. Stratford Peer Reviewed Journals and Book Publishing Journal of Strategic Management, 4(4), 71–82.
Riccucci, N. M. (2021). Applying Critical Race Theory to Public Administration Scholarship. Perspectives on Public Management and Governance, 4(4), 324–338. https://doi.org/10.1093/ppmgov/gvab016
River, B., Area, W., & Binada, U. (2023). Dynamics of Contestment of Formal and Informal Institutions in The Public Space in Governance of the Introduction The implementation of. Dynamics of Contestment of Formal and Informal Institutions in The Public Space in Governance of the Brantas River Watershed Area, 7, 316–331. https://doi.org/10.30589/pgr
Roziqin, A., Mas’udi, S. Y. F., & Sihidi, I. T. (2021). An analysis of Indonesian government policies against COVID-19. Public Administration and Policy, 24(1), 92–107. https://doi.org/10.1108/PAP-08-2020-0039
Sanny, L., Arina, A. N., Maulidy, R. T., & Pertiwi, R. P. (2020). Purchase intention on Indonesia male’s skin care by social media marketing effect towards brand image and brand trust. Management Science Letters, 10(10), 2139–2146. https://doi.org/10.5267/j.msl.2020.3.022
Sulistya, A. Q. W., Sulistiyo, B. B., Aditya, F., Aritonang, I. D., Simangunsong, S. A., Shihab, M. R., & Ranti, B. (2019). A Case Study of Indonesian Government Digital Transformation: Improving Public Service Quality through E-government Implementation. 2019 5th International Conference on Science and Technology (ICST), 1–6. https://doi.org/10.1109/ICST47872.2019.9166234
Teshome, Z., Belete, B., Gizaw, G., & Mengiste, M. (2020). Customer Satisfaction and Public Service Delivery: The Case of Dire Dawa Administration. Public Policy and Administration Research, 10(7), 8–23. https://doi.org/10.7176/ppar/10-7-02
Trischler, J., Dietrich, T., & Rundle-Thiele, S. (2019). Co-design: from expert- to user-driven ideas in public service design. Public Management Review, 21(11), 1595–1619. https://doi.org/10.1080/14719037.2019.1619810
Young, M. M., Bullock, J. B., & Lecy, J. D. (2019). Artificial Discretion as a Tool of Governance: A Framework for Understanding the Impact of Artificial Intelligence on Public Administration. Perspectives on Public Management and Governance, 2(4), 301–313. https://doi.org/10.1093/ppmgov/gvz014
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Journal Science Administration, Innovations, and Public Service Development
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
