Quality Of Public Services Research Articles

THE IMPACT OF REGIONAL AUTONOMY ON REGIONAL DEVELOPMENT

The objective of this research is to analyze the impact of regional autonomy on regional development. This study aims to understand how the implementation of regional autonomy policies, which grant greater authority to local governments in managing resources and making decisions, influences various aspects of regional development. The research focuses on assessing the effectiveness of regional autonomy in improving the quality of public services, local economic growth, and equitable development. The research method employed in this study is literature review, involving the collection and analysis of data from various written sources such as books, journals, articles, and other relevant documents related to the research topic. Data analysis techniques are conducted through literature studies, where the researcher reviews, compares, and synthesizes information obtained from various sources. This approach allows the researcher to gain a deep understanding of existing theoretical concepts, identify research gaps, and establish a solid framework for further analysis. The results of this study indicate that the implementation of regional autonomy, which provides greater authority to local governments in managing regional affairs, has various positive impacts and challenges for regional development. The success of regional autonomy largely depends on the capacity of local governments to manage the given authority and synergy with the central government in achieving sustainable development goals.

BUDGET DECENTRALISATION: RESULTS AND CURRENT CHALLENGES

The purpose of the paper is to analyse the results of budgetary decentralisation in Ukraine, to identify the factors that have the greatest impact on its success, and to identify the urgent tasks for improving the financial capacity of hromadas. Results. The article analyses the content of the strategies for reforming the public finance management system for 2017-2020 and 2022-2025, as well as the reports on the implementation of the Strategy for the period February 2017 – December 2019 and for 2022. The paper identifies the main achievements and unresolved issues of implementation of these strategies. The study highlights the factors that have the greatest impact on the success of the implementation of the tasks of reforming the public finance system. The coefficients of budgetary centralisation and decentralisation are calculated on the basis of expenditures of the Consolidated, State and local budgets. The article examines the results of a survey of local government representatives conducted in 2023 from April 27 to May 4 by the Kyiv International Institute of Sociology within the framework of the Sectoral Support Initiative for Civil Society in Ukraine project on the availability of post-war recovery plans in hromadas. Value / Originality. The undisputed results of the budget decentralisation for the period 2017-2020 include an increase in the volume of local budgets' own financial resources and a certain improvement in the quality of public services provided to consumers, but it is noted that the goals of the Strategy for Reforming the Public Finance Management System were not achieved during this period. The authors note a significant improvement in the quality of strategic planning in 2021 compared to 2016. It is emphasised that the implementation of most of the budgetary decentralisation measures planned in the latest Strategy was prevented by the full-scale war with Russia. Among the unresolved issues of the reform are the following: significant dependence of local self-government on central government transfers, duplication of functions by district and regional state administrations, low human and institutional capacity of local self-government bodies, and the procedure for administering local taxes. One of the urgent tasks of budgetary decentralisation is the need to develop and implement post-war reconstruction measures.

Citizen Satisfaction's Determinants with the Integrated Public Services Quality Provided by One-Stop-Shop. A case from a Western Balkan Country

Citizen Satisfaction's Determinants with the Integrated Public Services Quality Provided by One-Stop-Shop. A case from a Western Balkan Country

Impacts of digitalization on the efficiency and quality of public services: A comprehensive analysis

Impacts of digitalization on the efficiency and quality of public services: A comprehensive analysis

Analysis of Textual Complexity in Danish News Articles on Climate Change

Structural linguistic features are often overlooked yet potentially important aspects of journalistic practice. Especially in news reporting on climate change, these features can play a crucial role as the proper use of language is tied to message credibility, processing fluency and knowledge retention, which can positively influence the reader to take more climate action. This article analyzes language use in Danish news articles on climate change using a sample of around 32,000 articles from four different outlet types (quality news, niche papers, tabloids, and public service broadcasters) published from 1990 to 2021. We create a machine-learning model of text complexity covering this concept’s semantic and syntactic dimensions. Our findings confirm expected differences in complexity between news outlets, highlighting tabloid articles as engaging with higher semantic complexity, while quality papers and niche papers exhibit higher syntactic complexity. We observe a significant decrease in semantic complexity and a slight increase in syntactic complexity over time, a trend towards more generic language, and an increased use of pronouns, verbs, and adverbs. Most of these changes can be attributed to the emergence of articles by public service broadcasters. Articles by public service broadcasters are characterised by high syntactic complexity, which we consider problematic due to their popularity among the general public.

The unfairness of place: A cultural history of the UK's ‘postcode lottery’

The 'postcode lottery' has become a dominant political framing for place-based health inequalities in Britain, used by patient groups, politicians and in media coverage of regional health and healthcare inequalities. Using newspapers, parliamentary material and health policy documents, this paper traces how this term has changed and expanded from its origins as a protest about access to new pharmaceutical treatments, to a broader commentary about geographical variations in the quality of NHS and other public services, health outcomes, and deprivation. It traces this emergence and evolution from its origins in the 1989-91 introduction of the 'internal market' and the 1994 reintroduction of the National Lottery, through to New Labour health reforms, the introduction of austerity, and the Levelling Up programme in the present day. This paper finds that the term's concern with unfairness has enabled its incorporation into a range of political positions, both as a defence of universalism against market-based reforms in the NHS, and to rationalise distinctions between 'unequal' and 'unfair' disparities in health outcomes. We conclude that understanding and addressing place based differences and inequalities in health, healthcare, and health outcomes may be aided through investigation of cultural ideas and values as well as the deep histories of place and local services.

A method for evaluating the effectiveness of improving public transport services, parking fee policies, and park-and-ride facilities in order to encourage the use of public transport

Enhancing the quality of public transport services, implementing effective parking fee policies, and developing park-and-ride facilities are common solutions that urban planners and city governments apply to encourage public transport use. However, estimating the impact of these measures on increasing public transport usage during the solution design process is challenging. This article proposes an approach to assess the effects of these measures in the solution design process, which policymakers or city governments can apply to formulate suitable policies and feasible measures aligned with the local context. The approach begins with a survey on travel behaviour, followed by formulating a mode choice model to assess the sensitivity of the mode share to factors affecting mode choice. This approach is applied to Da Lat city, and the research results indicate how to enhance public transport services, determine appropriate parking fee levels, and establish park-and-ride facilities to achieve a public transport share of 5%, 10%, 15%, or higher. One of the main research results shows that the Park and Ride solution is feasible. Additionally, to achieve a growth rate of public transport volume up to 10%, it is necessary to improve public transport quality services combined with an increase in car parking fees in the downtown area

Peningkatan Performa Pelayanan Publik Melalui Penerapan Core Values BerAKHLAK di Kota Singkawang Tahun 2022-2023

In the midst of increasingly high public demands for quality public services, the government through service officers must be able to serve professionally. Implementation and apllication of the core values of BerAKHLAK is one of the main keys to realizing excellent public services. This study aims to examine the process of internalization and application of the core values of BerAKHLAK carried out in Singkawang City in the implementation of public services and their contribution to improving the performance of quality public services for the community. The research method used is a descriptive research type and qualitative approach. Informants were selected through purposive and snowball sampling techniques. Data analysis techniques included data reduction, data presentation, and conclusion/verification sourced from observation, interviews and documentation. The results showed that the internalization of the core values of BerAKHLAK in Singkawang City has been running well and has had a positive impact on improving public service performance. This is evidenced by the increasing value of the public service index in Singkawang City by the Ministry of PAN-RB with a score of 4.22 in 2022 from previously in 2021 getting a score of 3.57. In addition, public satisfaction with public services in Singkawang City has also increased as seen from the value of the public satisfaction index, and the commitment of UPP in Singkawang City to improving the quality of public services. However, there are still weaknesses in several aspects of service. Therefore, The Singkawang City Government must continue to make sustainable efforts to improve the quality of public services in Singkawang City.

The Implementation of Tactical Command Posts (Poskotis) and Rest Areas as A Form Of Public Service For Eid Al-Fitr Homecomers in West Java Region IV

Eid is synonymous with the tradition of returning home (mudik), and its implementation requires the implementation of Eid transportation that is safe, secure, and comfortable for homecomers. This research uses qualitative methods and aims to know the quality of service regarding the implementation of Poskotis and Rest Area. The results of this study conclude that the Implementation of Poskotis and Rest Area by The West Java Provincial Transportation Office UPTD PPPLLAJ Region IV is considered not optimal because in its implementation, there are still several problems, such as the lack of service services in the form of facilities and infrastructure and less optimal socialization activities. For this reason, improvements need to be made to improve the quality of public services per the dimensions of tangibles and responsiveness.

A BIBLIOMETRIC ANALYSIS OF STAKEHOLDERS' PERCEPTIONS ON PUBLIC SERVICE QUALITY AND PERFORMANCE. TRENDS, THEMES AND FUTURE DIRECTIONS

This article undertakes a comprehensive study of worldwide literature gathered from the Web of Science database, using bibliometric analysis. The analysis covers all the years, and most publications are from 1988 to 2024. The primary focus of the inquiry centres on the development of public service concept, public services citizens’ satisfaction, services’ stakeholders, public services’ quality and performance during this period. The assessment of public services quality by citizens has been a prominent subject of scholarly investigation for a considerable period of time. By conducting keyword co-occurrence analysis on pertinent literature, our objective was to uncover dominant themes and track trends over a period of time. Novel insights were obtained by generating density, network, and overlay maps using VOS Viewer software. The keyword co-occurrence analysis performed using VOS Viewer unveiled an intricate and interrelated network of study themes within the literature on stakeholders' perceptions of the quality and performance of public services. The study discovered four main clusters, each reflecting separate yet intersecting research topics. An in-depth analysis of these clusters provides significant insights into the emerging patterns and key areas of interest in this subject. This research provides essential insights for both academic and practical applications in public services, establishing a foundation for future investigations.

Ambidextrous Leadership in Bureaucratic Reform: A Case Study at Immigration Office Class I Special TPI Surabaya

Surabaya Class I Special TPI Immigration Office won the title of Integrity Zone (ZI) in 2018, Corruption Free Zone (WBK) in 2019, and Clean and Serving Bureaucratic Area (WBBM) in 2020. This WBBM predicate has also been maintained twice. Problems arise with persistently maintaining the title amid current technological developments that require leaders to be creative and innovative while maintaining existing policies. For this reason, an alternative solution is to implement ambidextrous leadership. This research aims to identify the implementation of ambidextrous leadership in a case study at the Surabaya TPI Special Class I Immigration Office. The research method used is qualitative. Data was collected by semi-structured interviews with 50 respondents at the executive level in the general, analyst, and examiner sections. Data analysis used thematic techniques, such as classifying data into several sections and then generalizing to get a comprehensive picture. The results showed that ambidextrous leadership was identified in three areas of bureaucratic reform, namely (1) the management area, (2) the HR management system, and (3) the area of improving the quality of public services.

The Role of Digital Leadership in The Digitalization Transformation of The East Java District Attorney's Office in Improving Public Services Through The “SI PANDU” Application

Sustainable development that affects all organizations brings a new transformation that prioritizes IT adaptability and effective services. The need for effective and practical life services is the primary need of the global community today. Therefore, digital leaders, in this case, play a critical role in creating a digital transformation strategy at the East Java High Prosecutor's Office in a visionary and targeted manner by creating an application called SI PANDU, which integrates the external and internal operations of the East Java High Prosecutor's Office which also improves the quality of public services. Based on this background, this study aims to review how digital leaders at the High Prosecutor's Office are able to encourage innovation in the emergence of the SI PANDU application as a form of action against the sixteenth SDG's point. This study uses a descriptive qualitative method with a literacy study approach to obtain in-depth results. From this study, the results were also obtained that digital leaders have three indicators mastered to create innovation, namely profoundly understanding people, digitalizing organization and driving and integrating tech trends. These three components exist in the East Java District Attorney's Office so that they can observe trends and follow their development to realise effective public services.

Translation and Validation of a Transformational Leadership Scale in Peruvian Public Servants

Background Transformational leadership has been identified as an essential component for success and innovation within the public sector, especially in the digital age and in the face of global challenges. This form of leadership, which seeks to change and inspire people, has been shown to be crucial for improving organizational performance and the quality of public services. However, the application of these principles in Peru faces specific challenges, and there is a notable lack of empirical research on this phenomenon in the Peruvian public sector, particularly in the evaluation of the tools used for its measurement. Objective This study aimed to examine the psychometric properties of the Global Transformational Leadership (GTL) scale in a sample of Peruvian public servants. Methods An instrumental research design was adopted, using non-probabilistic sampling. The sample included 290 Peruvian public servants (M = 34.61, SD = 9.2), with an analysis that encompassed confirmatory factor analysis (CFA) and reliability estimates. Results Descriptive analysis results indicated a high tendency to respond positively on the scale. The CFA confirmed the proposed unidimensional structure of the scale, with acceptable fit according to various indices (χ2 = 39.130, CFI = 0.97, TLI = 0.95, RMSEA = 0.08, SRMR = 0.03), and all factor loadings were significant and greater than 0.50, indicating a strong association with the transformational leadership dimension and exceptionally high internal consistency (α = 0.94). Conclusions The study confirmed that the GTL transformational leadership scale is a psychometrically robust tool and applicable to the Peruvian context. The unidimensional structure and high reliability of the scale suggest that it is suitable for measuring transformational leadership among public servants in Peru.

Multiple Role Conflicts In The Employment Field In Indonesian Government Agency Institutions with Work Life Balance (WLB) and Job Stress As Mediator Variables on Employee Performance

Work-life balance issues are an important aspect of the psychology of happiness, which is determined by a strong sense of self-worth, satisfaction, and a variety of life-affirming relationships. This study aims to explore how dual role conflicts affect employee performance in the Manpower Office (Disnaker) in Indonesia, by considering the role of work-life balance (WLB) and work stress as mediator variables. The research method used involved collecting data from 154 employees in the disnaker through questionnaires and interviews. The data was then analyzed using statistical analysis techniques to identify the relationship between multiple role conflicts, WLB, work stress, and employee performance. The results showed that dual role conflict had a significant effect on WLB and work stress, but did not affect employee performance levels. Meanwhile, work stress and WLB cannot mediate the dual role with performance. This research provides important insights for human resource management in government agencies to develop policies and programs that support the balance between work and personal life of employees. An emphasis on managing multiple role conflicts and work stress in the work environment can improve employee well-being as well as the overall effectiveness of the organization. The practical implications of this study are the importance of appropriate interventions to improve the working conditions of employees in the public sector, while improving quality public services.

Meningkatkan Kepuasan Pengguna Layanan Publik melalui Fasilitas dengan Kualitas Layanan sebagai Variabel Interverning di Kantor Kecamatan Bandung

Public service user satisfaction is a benchmark for the success of services in a public agency. The purpose of this study was to determine the effect of facilities on public service user satisfaction at the Bandung District Office; to determine the effect of facilities on public service quality at the Bandung District Office; to determine the effect of service quality on public service user satisfaction at the Bandung District Office. Data collection using a questionnaire of 200 respondents. This research uses Structural Equation Modeling (SEM) with AMOS 26.0 software. The results of data processing concluded that there is an influence between facility variables on public service user satisfaction at the Bandung District Office; there is an influence between facility variables on service quality at the Bandung District Office; there is an influence between service quality variables on public service user satisfaction at the Bandung District Office.

Pengaruh Kualitas Pelayanan Publik dan Disiplin Kerja Pegawai Terhadap Kepuasan Masyarakat di Kantor Kecamatan Klari Kabupaten Karawang

This research aims to analyze the influence of the quality of public services and employee work discipline on community satisfaction at the Klari District Office. The descriptive quantitative method was used in this research with data collection methods using questionnaires and ordinal scales. The population is the people of Klari District, the sample size reached 98 respondents. Data were analyzed using multiple linear regression analysis and referring to a significance level of 0.05. The overall analysis was calculated using the SPSS program. The examiner's results show that (1) partially, the quality of public services has a significant effect on Klari community satisfaction. (2) Partially, employee work discipline has a significant influence on Klari District community satisfaction. (3) Simultaneously, both variables have an influence on Community satisfaction means that the quality of public services and employee work discipline have a significant effect on community satisfaction.

Transforming Population Administration Services in Indonesia for Enhanced Excellence

General Background: The quality of public services, particularly in population administration, is crucial for effective governance and community satisfaction. Specific Background: This research investigates the quality of Population Administration Services using the Plavon Dukcapil Application in Dukuhsari Village, Jabon Sub-district, Sidoarjo Regency, highlighting the importance of technology in enhancing administrative efficiency. Knowledge Gap: Despite the implementation of digital solutions like Dukcapil Plavon, there is limited understanding of how these applications affect service quality from the perspective of both government officials and the community. Aims: This study employs a descriptive qualitative method, utilizing observation and interviews to analyze service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Results: Findings reveal that the Dukuhsari Village government has established adequate physical infrastructure and consistently meets residents' needs through timely and polite services. The village employees demonstrate responsiveness by providing clear information regarding service processes, while empathy is evident in their attentive approach to residents’ administrative needs. The study indicates that, although services are generally satisfactory, there is room for improvement in ensuring that all staff members are consistently trained in using the Plavon Dukcapil Application. Novelty: This research contributes to the existing literature by examining the interplay between digital applications and service quality in local governance, offering empirical insights into the effectiveness of the Dukcapil Plavon system. Implications: The study underscores the necessity for ongoing training and support for village officials to enhance service delivery further and ensure equitable access to population administration services for all residents. Highlights: Infrastructure: Adequate facilities support effective population administration services. Responsiveness: Timely information provided to residents about administrative processes. Empathy: Caring staff ensure equitable service delivery without discrimination. Keywords: Population Administration, Dukcapil Plavon, Service Quality, Qualitative Research, Local Governance

Analisis Efektivitas Penerapan Layanan Publik E-Kelurahan di Kota Bandung

This article analyses the effectiveness of E-Kelurahan public service implementation in Bandung City, which is part of the e-government initiative to improve the quality of public services through information technology. The research uses a qualitative and descriptive analytical approach to evaluate the successes, constraints, and areas of improvement in the implementation of the system. The results show that E-Kelurahan has improved service speed and transparency, although there are still challenges related to infrastructure, digital literacy, and human resource readiness. This research suggests the need for continued efforts in improving technological infrastructure and training for village officials to optimise public services.

Pengaruh Manajemen Sistem Pengelolaan Sampah Terhadap Peningkatan Mutu Pelayanan Publik Dinas Lingkungan Hidup Kota Malang

Malang City faces a significant increase in waste volume due to population growth and unsustainable consumption patterns, posing challenges in waste management and resulting in negative impacts such as environmental pollution and public health concerns.This encourages the Malang City Environmental Office to improve the quality of public services through effective and efficient waste management systems. This study aims to describe and analyze the effect of waste management system management on improving the quality of public services of the Malang City environmental agency. This research uses a qualitative approach with a literature study method. The results showed that the waste management system in Malang City has succeeded in improving the quality of life of the community and the reputation of the local government. This shows that effective waste management can provide significant benefits to the environment, communities, and local governments.

Digital Public Services in Indonesia Show High Satisfaction and Adaptation Challenges Remain

General background: Public service is an essential function of government, aimed at fulfilling citizen needs through the provision of goods, services, and administrative support in accordance with regulations. Effective public service requires continuous bureaucratic reforms. Specific background: Lemujut Village, in collaboration with the Population and Civil Registration Service of Sidoarjo Regency, introduced the Online Service (Plavon) application to improve population administration and civil registration services. However, the effectiveness of the Plavon application remains underexplored. Knowledge gap: There is limited research on the effectiveness of digital public service platforms like Plavon in rural Indonesian settings, particularly in terms of productivity, efficiency, satisfaction, and adaptability. Aims: This study aims to evaluate the effectiveness of the Plavon application in improving public service quality in Lemujut Village by analyzing five key elements: productivity, efficiency, satisfaction, adaptation, and development. Results: Findings indicate that productivity is high, with Plavon operators following procedures and maintaining public trust. However, efficiency is lacking, as some administrative processes fail to meet service time standards. Community satisfaction is notably high at 98.98%, but adaptation to digital services remains suboptimal due to inadequate socialization. Development efforts, such as coordinating via WhatsApp and establishing a call center, show significant progress. Novelty: This study provides a detailed evaluation of the Plavon application’s impact on village-level public services, highlighting the role of digitalization in improving service delivery while identifying challenges in community adaptation and efficiency. Implications: The findings suggest the need for enhanced socialization of digital services and continued development of digital infrastructure to ensure equitable access and efficiency in rural public services. Highlights: High public satisfaction, but service delays persist. Digital adaptation slow due to lack of community awareness. Effective coordination boosts service improvement efforts. Keywords: Public service, digital platform, Plavon, effectiveness, rural Indonesia