Assessing Technical, Functional And Image Aspects Of Service Quality And Their Impact On Citizen Satisfaction
DOI:
https://doi.org/10.30741/adv.v7i2.1215Keywords:
Technical Aspect, Functional Aspect, Image, Service Quality, Citizen SatisfactionAbstract
This study aims to examine how the influence of technical aspects, functional aspects, and image on the service quality in Cibeunying Kidul District, Bandung, and how the quality of these services has an impact on citizen satisfaction as service users. By using a quantitative approach, the research sample was determined by convenience sampling technique. The selected research respondents were people who had used services at the Cibeunying Kidul Bandung District Office and were willing to voluntarily participate in the research. During the two-month study period, there were 89 respondents who were willing to participate and filled out a questionnaire that was sent online. The data that has been collected is analyzed using path analysis. The results of the study show that only technical and functional aspects can affect service quality in Cibeunying Kidul District, Bandung. Meanwhile, service quality has a very large influence on citizen satisfaction in Cibeunying Kidul District, Bandung. These results provide important implications for public organizations in an effort to increase citizen satisfaction and as an effort to encourage an increase in the quality of public services provided, especially by looking at the most important aspects that reflect of these services quality.
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References
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Agustina, I., Rindiani, B., Dellarosa, A., Gunawan, A. A., & Herdiana, S. (2022). How Well are Job Burnout and Engagement Related to Public Service Motivation Among Civil Servants? Empirical Evidence in Pandemic Setting. Jurnal Ilmu Manajemen Advantage. Volume 6, Number 1, June 2022. E-ISSN : 2597-8888. Program Study of Public Administration, School of Administrative Science.
Andrews, R., & Walle, S. Van de. (2013). New Public Management and Citizens’ Perceptions of Local Service Efficiency, Responsiveness, Equity and Effectiveness. Public Management Review, 15(5): 762-783. Cardiff University (UK).
Andrews Rhys. (2010). New Public Management and the Search for Efficiency. The Ashgate Research Companion to New Public Management. (pp. 281–294). Ashgate Press. University of Oslo, Norway.
Chatzoglou, P., Chatzoudes, D., Vraimaki, E., & Diamantidis, A. (2013). Service quality in the public sector: the case of the Citizen’s Service Centers (CSCs) of Greece. International Journal of Productivity and Performance Management. Vol. 62 No. 6, 2013 pp. 583-605. Democritus University of Thrace.
Dharmanegara, I. B. A., Sulistyan, R. B., & Agustina, I. (2021). How Well Public Service Motivation and Job Satisfaction in Enhancing the Effect of Compensation on Job Performance?. Wiga : Jurnal Penelitian Ilmu Ekonomi. Volume 11, Number 2, September 2021. E-ISSN : 2549-5992. Faculty of Economics and Business. Universitas Warmadewa.
Korunka, C., & Scharilzer, D. (2000). Quality Institutionalization In A Public Service Organization: Management Implications Derived From The City Of Vienna Study. Proceedings of The IEA 2000/HFES 2000 Congress. University of Vienna.
Kurniawan, R. C. (2016). Tantangan Kualitas Pelayanan Publik Pada Pemerintah Daerah. Jurnal Ilmiah Administrasi Publik dan Pembangunan. Vol. 7 No. 1, Januari-Juni 2016. ISSN: 2087-0825. Jurusan Ilmu Pemerintahan Universitas Lampung.
Lagrosen, S., & Lagrosen, Y. (2003). Management of Service Quality-Different in Value, Practice and Outcomes. Managing Service Quality. Volume 13 Number 5-370-381. ISSN 0960-4529. Vaxjo University.
MacCarthaigh, M., Roness, P. G., & Sarapuu, K. (2012). Mapping Public Sector Organizations: An Agenda for Future Research. International Journal of Public Administration. 35: 844–851, 2012. ISSN: 0190-0692 Print. Institute of Public Administration, Dublin, Ireland.
Mbassi, J. C., Mbarga, A. D., & Ndeme, R. N. (2019). Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities. Journal of Marketing Development and Competitiveness Vol. 13(3) 2019. University of Douala.
Novira, A., Priatna, R., & Pradesa, H. A. (2020). Pengaruh Dimensi Kualitas Layanan terhadap Kepuasan Pengguna Layanan Kesehatan Puskesmas di Kabupaten Sumedang Tahun 2019. JEMAP: Jurnal Ekonomi, Manajemen, Akuntansi, dan Perpajakan. Vol.3 │ No.2 │ Oktober 2020. ISSN: 2622-612X. Politeknik STIA LAN Bandung.
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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985a). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. Vol. 49 (Fall 1985), 41-50. University of Miami.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985b). Problems and Strategis in Services Marketing. Journal of Marketing. Vol. 49 (Spring 1985). 33-46. University of North Carolina at Chapel Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. Volume 67 Number 4 Winter 1991. Texas A and M University.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quaiity: implications for Furtiier Research. Joumal of Marketing. Vol. 58 (January 1994), 111-124. University of Miami.
Pradesa, H. A., Agustina, I., & Zulvia, P. (2022). Mengurai Faktor Terpenting Pada Kualitas Pelayanan Pembiayaan Murabahah Pada Bank Perkreditan Rakyat Syariah. Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS). Vol 4, No 2, November 2022, Hal 725−734 ISSN 2685-869X. Politeknik STIA LAN Bandung.
Pramuditha, R. (2021). Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan: Sebuah Studi Empiris Pada Layanan E-KTP Kecamatan Bogor Barat. JPRO. Vol. 2 No. 1 Tahun 2021. E-ISSN: 2775-5967. Sekolah Tinggi Ilmu Administrasi Bandung.
Pramuditha, R., & Agustina, I. (2022). PPersepsi Masyarakat Pengguna Atas Kualitas Pelayanan E-Ktp Pada Kecamatan Bogor Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi). Vol. 6 No. 1, 2022. E-ISSN: 2621-5306. Sekolah Tinggi Ilmu Administrasi Bandung.
Pundenswari, P. (2017). Analisa Pengaruh Kualitas Pelayanan Publik bidang Kesehatan terhadap Kepuasan Masyarakat. Jurnal Publik. Vol. 11 No. 01 2017; 13-21. ISSN : 1412-7083. Program Studi Administrasi Publik. Universitas Garut.
Rodríguez, P. G., Burguete, J. L. V., Vaughan, R., & Edwards, J. (2009). Quality Dimensions in The Public Sector: Municipal Services and Citizen’s Perception. Int Rev Public Nonprofit Mark (2009) 6:75–90. School of Services Management, Bournemouth University.
Singh, G., & Slack, N. J. (2020). New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study. International Journal of Public Administration. Faculty Business and Economics, The University of the South Pacific.
Utami, I. R., Putranto, R. A., & Agustina, I. (2022). Strengthening Public Service Motivation with Spiritual Leadership: An empirical Study of Public Organizations in East Java. Wiga : Jurnal Penelitian Ilmu Ekonomi. Volume 12, Number 4, December 2022. E-ISSN : 2549-5992. Politeknik STIA LAN Bandung.
Zulvia, P., Gedeona, H. T. W., & Pradesa, H. A. (2022). Disentangling Important Factors in Service Quality: An Empirical Study in Vocational Higher Education at Bandung City. Jurnal Ilmu Manajemen Advantage Volume 6, Number 2, December 2022. E-ISSN : 2597-8888. Politeknik STIA LAN Bandung.
ung.
Agustina, I., Rindiani, B., Dellarosa, A., Gunawan, A. A., & Herdiana, S. (2022). How Well are Job Burnout and Engagement Related to Public Service Motivation Among Civil Servants? Empirical Evidence in Pandemic Setting. Jurnal Ilmu Manajemen Advantage. Volume 6, Number 1, June 2022. E-ISSN : 2597-8888. Program Study of Public Administration, School of Administrative Science.
Andrews, R., & Walle, S. Van de. (2013). New Public Management and Citizens’ Perceptions of Local Service Efficiency, Responsiveness, Equity and Effectiveness. Public Management Review, 15(5): 762-783. Cardiff University (UK).
Andrews Rhys. (2010). New Public Management and the Search for Efficiency. The Ashgate Research Companion to New Public Management. (pp. 281–294). Ashgate Press. University of Oslo, Norway.
Chatzoglou, P., Chatzoudes, D., Vraimaki, E., & Diamantidis, A. (2013). Service quality in the public sector: the case of the Citizen’s Service Centers (CSCs) of Greece. International Journal of Productivity and Performance Management. Vol. 62 No. 6, 2013 pp. 583-605. Democritus University of Thrace.
Dharmanegara, I. B. A., Sulistyan, R. B., & Agustina, I. (2021). How Well Public Service Motivation and Job Satisfaction in Enhancing the Effect of Compensation on Job Performance?. Wiga : Jurnal Penelitian Ilmu Ekonomi. Volume 11, Number 2, September 2021. E-ISSN : 2549-5992. Faculty of Economics and Business. Universitas Warmadewa.
Korunka, C., & Scharilzer, D. (2000). Quality Institutionalization In A Public Service Organization: Management Implications Derived From The City Of Vienna Study. Proceedings of The IEA 2000/HFES 2000 Congress. University of Vienna.
Kurniawan, R. C. (2016). Tantangan Kualitas Pelayanan Publik Pada Pemerintah Daerah. Jurnal Ilmiah Administrasi Publik dan Pembangunan. Vol. 7 No. 1, Januari-Juni 2016. ISSN: 2087-0825. Jurusan Ilmu Pemerintahan Universitas Lampung.
Lagrosen, S., & Lagrosen, Y. (2003). Management of Service Quality-Different in Value, Practice and Outcomes. Managing Service Quality. Volume 13 Number 5-370-381. ISSN 0960-4529. Vaxjo University.
MacCarthaigh, M., Roness, P. G., & Sarapuu, K. (2012). Mapping Public Sector Organizations: An Agenda for Future Research. International Journal of Public Administration. 35: 844–851, 2012. ISSN: 0190-0692 Print. Institute of Public Administration, Dublin, Ireland.
Mbassi, J. C., Mbarga, A. D., & Ndeme, R. N. (2019). Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities. Journal of Marketing Development and Competitiveness Vol. 13(3) 2019. University of Douala.
Novira, A., Priatna, R., & Pradesa, H. A. (2020). Pengaruh Dimensi Kualitas Layanan terhadap Kepuasan Pengguna Layanan Kesehatan Puskesmas di Kabupaten Sumedang Tahun 2019. JEMAP: Jurnal Ekonomi, Manajemen, Akuntansi, dan Perpajakan. Vol.3 │ No.2 │ Oktober 2020. ISSN: 2622-612X. Politeknik STIA LAN Bandung.
Nuraieni, F. A., Ravenska, N., & Pradesa, H. A. (2021). Applying Importance Performance Analysis (IPA) Method in Analyzing Level of Service Quality. Jurnal Ilmu Manajemen Advantage. Volume 5, Number 2, December 2021. Polytechnic of STIA LAN Bandung.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985a). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. Vol. 49 (Fall 1985), 41-50. University of Miami.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985b). Problems and Strategis in Services Marketing. Journal of Marketing. Vol. 49 (Spring 1985). 33-46. University of North Carolina at Chapel Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. Volume 67 Number 4 Winter 1991. Texas A and M University.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quaiity: implications for Furtiier Research. Joumal of Marketing. Vol. 58 (January 1994), 111-124. University of Miami.
Pradesa, H. A., Agustina, I., & Zulvia, P. (2022). Mengurai Faktor Terpenting Pada Kualitas Pelayanan Pembiayaan Murabahah Pada Bank Perkreditan Rakyat Syariah. Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS). Vol 4, No 2, November 2022, Hal 725−734 ISSN 2685-869X. Politeknik STIA LAN Bandung.
Pramuditha, R. (2021). Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan: Sebuah Studi Empiris Pada Layanan E-KTP Kecamatan Bogor Barat. JPRO. Vol. 2 No. 1 Tahun 2021. E-ISSN: 2775-5967. Sekolah Tinggi Ilmu Administrasi Bandung.
Pramuditha, R., & Agustina, I. (2022). PPersepsi Masyarakat Pengguna Atas Kualitas Pelayanan E-Ktp Pada Kecamatan Bogor Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi). Vol. 6 No. 1, 2022. E-ISSN: 2621-5306. Sekolah Tinggi Ilmu Administrasi Bandung.
Pundenswari, P. (2017). Analisa Pengaruh Kualitas Pelayanan Publik bidang Kesehatan terhadap Kepuasan Masyarakat. Jurnal Publik. Vol. 11 No. 01 2017; 13-21. ISSN : 1412-7083. Program Studi Administrasi Publik. Universitas Garut.
Rodríguez, P. G., Burguete, J. L. V., Vaughan, R., & Edwards, J. (2009). Quality Dimensions in The Public Sector: Municipal Services and Citizen’s Perception. Int Rev Public Nonprofit Mark (2009) 6:75–90. School of Services Management, Bournemouth University.
Singh, G., & Slack, N. J. (2020). New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study. International Journal of Public Administration. Faculty Business and Economics, The University of the South Pacific.
Utami, I. R., Putranto, R. A., & Agustina, I. (2022). Strengthening Public Service Motivation with Spiritual Leadership: An empirical Study of Public Organizations in East Java. Wiga : Jurnal Penelitian Ilmu Ekonomi. Volume 12, Number 4, December 2022. E-ISSN : 2549-5992. Politeknik STIA LAN Bandung.
Zulvia, P., Gedeona, H. T. W., & Pradesa, H. A. (2022). Disentangling Important Factors in Service Quality: An Empirical Study in Vocational Higher Education at Bandung City. Jurnal Ilmu Manajemen Advantage Volume 6, Number 2, December 2022. E-ISSN : 2597-8888. Politeknik STIA LAN Bandung.
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Copyright (c) 2023 Muhammad Dzaky As-Sajjad, Iin Agustina, Indra Aldila Wiradiputra
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