Quality Of Public Services Research Articles

Public satisfaction assessment of legal services is an important indicator for improving the quality of public service. The Tapaktuan District Attorney’s Office requires a system that can measure public satisfaction objectively and systematically. This study aims to design and develop an information system for evaluating legal service satisfaction using the Rating Scale and Multi-Attribute Utility Theory (MAUT) methods. The rating scale is used to assign scores to five criteria: service speed, service friendliness, staff competency, report handling process, and facility comfort. The assessment results are then analyzed using MAUT to obtain overall satisfaction rankings. The system is developed as a web-based application for easy access by staff and the public. Respondent samples are selected proportionally and representatively, including the general public, complainants/defendants, witnesses, lawyers, and employees who have received legal services, using accidental sampling during the survey period, with 30 respondents to ensure data representativeness. From five criteria, three alternatives, and 30 respondent samples, the final score obtained is 4.51, indicating a “very satisfied” level for Case Reporting Services. This system is expected to assist the Tapaktuan District Attorney’s Office in evaluating and improving the quality of legal services consistently.

This study will look at how public literacy, brand image, and service quality affect customer satisfaction at PT Prudential Prestasi Agency Binjai. A quantitative method was used, with 60 respondents completing surveys and evaluating the data using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software. The findings demonstrate that public literacy and service quality have a favorable and considerable impact on consumer satisfaction, whereas brand image has no meaningful influence.These findings show that financial awareness and service experience are more important in determining happiness than brand impression alone. The practical implication emphasizes the need to enhance financial education and optimize customer service quality to strengthen loyalty and improve overall satisfaction within the insurance industry.

The article examines the sphere of social services provision to the population as a complex object of public-legal administration, functioning in the conditions of transformation of social policy of Ukraine and challenges of wartime. It is emphasized that social services go beyond the traditional understanding as a tool of social protection and acquire the features of a public management resource, the implementation of which requires effective administrative-legal, innovative-organizational and financial mechanisms. It is substantiated that the modern model of social services provision should be oriented towards a needs- centric approach, where priority is given to individual assessment of needs, targeting, flexible forms of support and involvement of the non-state sector through the institution of delegated administration. The regulatory framework is analyzed, in particular the Law of Ukraine «On Social Services», special laws and by-laws that determine the procedure, standards and mechanisms for providing assistance. The problems of fragmentation of legislation, the lack of unified approaches to financing and quality control of service provision, uneven resource provision of territorial communities in this direction of implementing the social function of the state are identified. The emphasis is on the need to integrate digital tools, expand electronic registers, automate needs assessment, introduce independent quality audits and measure social impact. It is determined that social services are public in nature, provided within the competence of authorized bodies, regulated by law and aimed at meeting socially significant needs, performing preventive, compensatory and integration functions. It is concluded that their effective administration is possible only under the conditions of unification of legislation, improvement of interagency interaction of entities providing such services, increasing the institutional capacity of territorial communities and their partnership with civil society. Measures are proposed to adapt the social services system to the challenges of the post-war reconstruction of the country, which will contribute to strengthening social justice and ensuring the proper quality of public services.

This study addresses critical deficiencies in human resources, archival systems, and infrastructure. Employing a qualitative descriptive approach, data were collected from 12 purposively selected informants through interviews, observations, and documentation, validated via prolonged observation, persistent engagement, and triangulation. Findings reveal significant gaps in three dimensions: human resources (staff lack specialized archival education and training, resulting in limited professional competencies), systemic weaknesses (absence of formal procedures and inadequate facilities), and infrastructure constraints (insufficient storage space without climate control). Despite these challenges, functional strengths include relatively efficient storage systems using simplified classification, satisfactory service delivery, proper borrowing procedures with appropriate protocols, routine maintenance practices, and systematic destruction processes that prevent accumulation. However, critical deficiencies persist: archival personnel lack specialized credentials in archival science, have never received professional training, and work in severely constrained physical environments with narrow storage areas lacking air conditioning, which accelerates document deterioration. Root causes include the organizational undervaluation of archival expertise, insufficient resource allocation, and the absence of professional development frameworks. Recommendations include implementing structured archival training programs, establishing educational prerequisites for archival positions, formalizing standard operating procedures, investing in climate-controlled facilities, and elevating archival management as an institutional priority. These evidence-based interventions would enhance operational efficiency, ensure regulatory compliance under Law No. 43/2009, strengthen institutional memory preservation, and support ongoing judicial digitalization initiatives. Ultimately, these efforts would improve public sector accountability and service quality in Indonesia's religious court system.

This research examines the implementation of a web-based digital archive information system for managing incoming and outgoing letters at the Gribig Village Hall. The primary objective of this study is to design and implement an effective digital archiving system to improve administrative efficiency and the quality of public service. Using a descriptive qualitative approach, the research analyzes the transformation of conventional administrative processes into an integrated digital system that enhances work efficiency and public service. The development of the e-archive application, employing the waterfall method and human-centered design, addresses the specific needs of users in managing documents systematically. The findings show that the application of information technology in archive management at Gribig Village Hall not only accelerates document search and retrieval processes but also enhances human resource capacity, administrative transparency, and public service quality in line with the demands of digitalization. This digital transformation serves as a strategic solution for institutions to optimize the management of dynamic archives in the modern era, improving both operational effectiveness and accountability in public administration.

This study aims to determine the effect of inadequate office facilities on the motivation and performance of employees in Tou Barat Village, Kota Baru Subdistrict, Ende Regency. The main problem in this study is the limited work facilities such as computers, printers, photocopiers, internet networks, and uncomfortable working conditions, which will have an impact on the decline in employee motivation and work effectiveness. This study uses a descriptive qualitative method with a case study approach, through interviews, observation, and documentation to obtain in-depth data from employees and village management. The results of the study show that limited office facilities have a negative effect on the motivation, work enthusiasm, and productivity of employees. Employees often experience obstacles in completing tasks due to a lack of administrative and technological support facilities. However, employees try to adapt by using personal facilities such as laptops and private internet networks. This situation can create additional financial and psychological burdens and cause imbalances in work performance. Based on these findings, strategic measures are needed from the village government in the form of providing adequate office facilities, regular maintenance, technology training for employees, and the implementation of a digital work system. With improved facilities and a well-planned strategy, it is hoped that motivation, effectiveness, and the quality of public services in Tou Barat Village can be significantly improved.

This study aims to develop a village website and provide logo design education for the residents of Serdang Village, Meranti Subdistrict, Asahan Regency. The primary objective of this initiative is to create a digital platform that facilitates information dissemination, promotes local potential such as agricultural products and MSME (Micro, Small, and Medium Enterprises) products, and strengthens digital-based public services. Additionally, the study focuses on enhancing the creative skills of the community, particularly small business owners, through basic graphic design training and logo creation as a visual identity and product branding strategy. The methodology employed in this research is a participatory qualitative approach, combining observation, interviews, and training activities. The website development was conducted collaboratively with village officials to ensure alignment with local needs, while the logo design education was delivered through workshops that included practical sessions on design software usage and creative idea development. Data analysis was carried out descriptively to evaluate the effectiveness of the program. The results indicate that the developed village website functions effectively as both an information dissemination medium and a promotional tool for village potential. Meanwhile, the logo design education successfully enhanced participants’ knowledge and skills in understanding the importance of branding through visual design. Overall, this study demonstrates that digital literacy and creative education can empower village communities, improve the quality of public services, and strengthen the competitiveness of local products in the digital era.

The implementation of e-government in Indonesia has become a key pillar in the digital transformation of government, aiming to improve the quality of public services. Despite significant progress in the adoption of digital technology, Indonesia is still faced with various challenges, such as infrastructure gaps between urban and rural areas, limited human resource competencies, and bureaucratic obstacles that slow down adaptation to new technologies. This research maps innovations in e-government in Indonesia and compares them with best practices in developed countries, such as South Korea and Singapore, which have successfully implemented digital systems inclusively and effectively. Based on a mixed qualitative and quantitative approach, this research evaluates the impact of digital innovations on efficiency and public participation in public services. The results show the importance of cross-sector collaboration, capacity building of state apparatus, and simplification of regulations to accelerate the adoption of inclusive e-government. By using advanced technologies such as artificial intelligence and blockchain, Indonesia can strengthen a responsive and sustainable e-government system. This research provides strategic policy recommendations to support the improvement of efficient and equitable public services across Indonesia.

The main aim of this study is to identify which quality attributes (latent factors) define the quality of urban public transport services, but are not directly measurable through questionnaire data. As no previous studies have been conducted in this area for Wrocław, the scope of the research was limited to MPK Sp. z o.o. (Municipal Transport Company, Ltd.), headquartered in Wrocław, which operates the majority of bus routes and all tram lines in the Wrocław metropolitan area. The quality of public transport in Wrocław was measured as a latent construct, represented by 14 observable quality attributes. Exploratory Factor Analysis (EFA) was conducted to assess the structure of these attributes, and Principal Component Analysis (PCA) was employed to determine the number of underlying factors. Based on Kaiser’s criterion two factors were extracted. Collectively, these factors account for 51.23% of the variance in the original variables. To align the factor structure with the observed variables, a Varimax normalised orthogonal rotation was applied. Each quality attribute was assigned to a factor based on its factor loading, with a threshold of 0.6 as the minimum value for inclusion. As a result, all 14 quality attributes were grouped under one of the two factors. The first factor accounts for about 43.35% of the total variance and captures how efficiently users are able to reach their destinations in terms of time. The second factor accounts for 7.89% of the variance and reflects the economic accessibility of different stakeholder groups.

Jakarta Kini (JAKI) is a super-app developed by Jakarta Smart City to simplify public service access in the DKI Jakarta Province. As an application widely used by the public, JAKI has received thousands of user reviews on the Google Play Store, reflecting public opinion on its features and performance. This study aims to classify user reviews into positive, negative, and neutral sentiment categories using the Naive Bayes algorithm. The research method includes collecting review data through web scraping, text preprocessing, sentiment analysis, data labeling, model building, and model evaluation using the Orange platform. The results show that the Naive Bayes algorithm successfully classified 3,226 review data with a perfect accuracy of 100%, as confirmed by the confusion matrix and other evaluation metrics (precision, recall, F1-score, MCC). The sentiment distribution reveals that most reviews are neutral, followed by negative and then positive sentiments. This indicates that public perception of the JAKI application tends to be moderate, highlighting the need for developers to improve the quality of digital public services. This research is expected to serve as a reference for utilizing machine learning-based sentiment analysis in evaluating public service applications

The implementation of the smart city concept in Yogyakarta is realized through the development of digital based public transportation services, one of which is the Trans Jogja application. This study aims to evaluate the effectiveness of the Trans Jogja application in supporting urban mobility and improving the quality of public transportation services. Using a descriptive qualitative approach, data were obtained through interviews, field observations, and document analysis. The findings indicate that the Trans Jogja application plays a significant role in enhancing the accessibility, efficiency, and convenience of bus services by providing real-time information, intermodal integration, and digital payment systems. However, several challenges remain, such as underutilized routes, discrepancies in travel time estimations, and the need to improve bus stop facilities. The study recommends the development of application features, improvement of supporting infrastructure, and public education to encourage a shift from private vehicles to public transportation. These efforts represent a strategic step toward realizing inclusive, efficient, and sustainable mobility in Yogyakarta as a smart city.

The administration of village public services plays a crucial role in ensuring citizens’ access to essential public services. However, in Suka Makmur Village, administrative processes are still conducted manually using paper-based systems, which lead to several issues such as data loss risks, service delays, and difficulty in retrieving archives. This study aims to design a computerized village administrative information system to enhance the efficiency and effectiveness of public services. The research applies the Waterfall method, which consists of requirement analysis, system design, implementation, testing, and maintenance phases. The result is a web-based system capable of managing population data and correspondence digitally, thereby facilitating data handling for village officials. This system is expected to improve the speed, accuracy, and organization of village administrative services and reduce the risk of data loss. Ultimately, it contributes to the enhancement of public service quality at the village level.

This study aims to analyze the influence of leadership style, work motivation, and work environment on employee performance at the Social Service Office of the Government of Muna Barat Regency. The research background is based on the low productivity and effectiveness of civil servants (ASN), as seen in delays in program implementation, low employee initiative, and suboptimal quality of public services. These issues are believed to be related to ineffective leadership styles, low work motivation, and an unconducive work environment. This research employs a quantitative approach with an explanatory research design. The population consists of 62 employees, including civil servants, government contract staff (PPPK), and honorary employees, using a saturated sampling technique. Data were collected through questionnaires, observations, and interviews, and analyzed using multiple linear regression analysis to examine the partial and simultaneous effects among variables. The results reveal that (1) leadership style has a positive and significant effect on employee performance, (2) work motivation has a positive and significant effect on employee performance, (3) the work environment also positively and significantly affects employee performance, and (4) the three variables simultaneously have a positive and significant impact on improving employee performance at the Social Service Office of Muna Barat Regency. The findings are expected to provide a foundation for local government in formulating strategies to enhance civil servant performance through participative leadership, increased work motivation, and the creation of a comfortable and productive work environment. Keywords: Leadership Style, Work Motivation, Work Environment, Employee Performance

Governments worldwide are implementing digital transformation policies to enhance public service delivery. However, the impact of these algorithm-driven systems on street-level bureaucrats remains critically under-examined. This study investigates the complex pathways through which Indonesia's e-government policy affects bureaucratic work and service outcomes. This study employed a mixed-methods explanatory sequential design. Quantitative data were collected from 500 public officials across five Indonesian provinces. An E-Government Implementation Index (EGII) was constructed. We used Ordinary Least Squares (OLS) regression and a formal mediation analysis with bootstrapping to analyze the relationships between EGII, Perceived Bureaucratic Discretion (PBD), and Bureaucrat-Perceived Public Service Quality (B-PSQ). This was supplemented by 20 in-depth, semi-structured interviews to explain the statistical findings. Regression analysis confirmed a significant negative association between EGII and PBD (β = -0.47, p < 0.001) and a significant positive association between EGII and B-PSQ (β = 0.62, p < 0.001). The mediation analysis revealed that EGII has a strong, positive direct effect on B-PSQ (Effect = 0.57, p < 0.001) and a small but significant negative indirect effect through the reduction of PBD (Effect = -0.05, p < 0.01). Qualitative data revealed that officials feel constrained by "algorithmic cages" that, while improving efficiency, limit their ability to handle exceptional cases, thereby risking service equity for marginalized citizens. In conclusion, Indonesia’s digital transformation presents a complex trade-off. It successfully enhances administrative efficiency but simultaneously curtails the beneficial discretion of frontline bureaucrats, creating a small but significant drag on service quality. Effective digital governance requires a hybrid model that embeds algorithmic systems within a framework that empowers, rather than replaces, human judgment.

Public service is an essential element in the implementation of village governance, aimed at providing direct benefits to the community. In this context, the leadership of the village head plays a strategic role in determining the direction of policies and the effectiveness of services provided to the community. This study aims to analyze the influence of the village head's leadership on the quality of public service in Bongkot Village, referring to Law No. 25 of 2009 on Public Service. The research method used is juridical-empirical with a qualitative approach, where data is collected through in-depth interviews, observations, and documentation related to policies and the implementation of public services in the village. The results show that the leadership of the village head in Bongkot Village is participatory and communicative. This leadership is reflected in openness to the aspirations of the community, the utilization of information technology, and the development of human resources to enhance the capacity of village officials. However, challenges remain, such as limited technological infrastructure that hinders more effective public service and the need for capacity building among village officials to carry out their duties more effectively. In conclusion, the leadership of the village head significantly influences the improvement of public service quality. Therefore, it is recommended that continuous training for village heads and their officials be conducted, along with policy support from local governments to create more responsive and efficient village governance.

Aims: There is a lack of comprehensive, evidence based studies that link transportation accessibility directly with tourism competitiveness and sustainable development in PIK. So this study thoroughly analyzes various perspectives from stakeholders regarding public transportation in the Pantai Indah Kapuk tourist area and offers targeted solutions that have a significant positive impact on tourism. Study Design: A combined qualitative and quantitative study design. Place and Duration of Study: The study was conducted in Jakarta, specifically in the Pantai Indah Kapuk area, for 6 months (February-July 2025). Methodology: A mixed quantitative and qualitative method using two types of populations. The research population for the quantitative component focuses on transportation users, namely all public transportation users relevant to access to PIK (e.g., TransJakarta users, online transportation, or other transportation going to/through PIK). The population for the qualitative component in this case includes public transportation operators serving routes to PIK, PIK tourism destination management or operators, as well as representatives of local communities or businesses around PIK that are affected by tourist visits and transportation. The quantitative data collection technique uses a structured questionnaire with indicators of accessibility, vehicle capacity, smoothness and speed, and public transportation service quality (SERVQUAL) using a Likert scale. Results: This study assessed the effectiveness of public transportation in the Pantai Indah Kapuk (PIK) area, Jakarta. The main modes of transportation included Transjakarta, DAMRI, shuttle buses, tourist vehicles, and KRL access. A survey of 108 respondents showed that public services were effective, integrated, and supported tourist mobility, especially for those of productive age (28–43 years). Satisfaction with overall service. 52.8% agree and 19.4% strongly agree with the overall quality of PIK public transportation. With a total of more than 70% of respondents satisfied, it can be concluded that PIK public transportation is effective, although there is still room for improvement. The majority of users were satisfied with the quality of service, but there were obstacles such as traffic congestion, limited fleet, and access to bus stops. Qualitative analysis suggested strategic solutions such as adding routes and fleets, digitizing services, weather-friendly bus stops, and public education to improve transportation comfort and accessibility. Conclusion: The survey shows that the majority of PIK visitors have a positive assessment of integration, economic impact, staff service, and overall satisfaction with public transportation. Neutral responses emerged in terms of waiting time, capacity, and comfort. PIK 2 is considered effective in attracting tourists, but improvements are needed in terms of fleet, bus stops, and security. The findings imply that urban tourism and transportation planning in PIK should prioritize improving comfort, fleet capacity, stop facilities, and safety standards while strengthening integration across transport modes.

This study aims to analyze the performance of village government bureaucracy, specifically the apparatus of Rumah Berastagi Village in Berastagi District, Karo Regency. Village bureaucratic performance is a crucial indicator of the success of effective, efficient, and accountable regional governance, particularly in the implementation of village autonomy in accordance with Law Number 6 of 2014 concerning Villages. In this study, performance is measured through several key indicators: efficiency, effectiveness, responsiveness, accountability, and the quality of public services provided by village officials to the community. The research approach used is descriptive qualitative, with data collection techniques including observation, in-depth interviews, and documentation. Informants included the village head, village officials, community leaders, and village residents as service users. The results indicate that the performance of Rumah Berastagi Village officials is generally not fully optimal. The effectiveness of public service programs still faces various obstacles.

Bridging Language Barriers in Law Enforcement: A Study on the English Language Needs of Indonesian Police Officers. Objective: Policemen more often communicate in English when dealing with non-nationals, cooperating internationally, or dealing with international crime in general. However, in Indonesia, where English is used as a foreign language and is not widely used in society, achieving working proficiency becomes a significant challenge. The present study addresses the English language learning needs of police officers working in operational duties and responsibilities within a district-level police unit in West Java Province, Indonesia. Method: Data was collected through a qualitative case study involving 30 rank-and-file officers. These three types of data were gathered via in-depth interviews, structured questionnaires, and workplace observations. This approach provided a full picture of the linguistic difficulties as well as the language required for the task. Findings: The Results indicate that, despite their low level of English proficiency, most officers acknowledge the language as fundamental for a significant portion of their work, including daily interactions with foreign visitors, writing reports to support cases involving foreign nationals, and situations requiring knowledge of legal and procedural terminology in cross-border contexts.. The needs analysis identifies three key areas for growth: oral skills for basic conversation and emergencies, reading and writing skills for writing police reports, and proficiency in English documentation, as well as an understanding of specialized legal vocabulary relevant to policing. Conclusion/Implications: As a result, an English for Specific Purposes, task-based, and contextualised training program is proposed based on these findings. This would enhance the officers’ performance in the field, improve public service quality, and bolster Indonesia’s engagement in international law enforcement networks. Keywords: english for specific purposes, law enforcement training, needs analysis, operational language skill, police communication.

This study examined the interplay between meritocracy and political influence in recruiting local bureaucrats in Indonesia, a process with significant consequences for governance and public service delivery. Meritocracy, emphasizing competence and qualifications, is widely recognized as the normative civil service (PNS) recruitment principle. However, in practice, political intervention frequently undermines merit-based procedures, fostering nepotism and weakening the quality of public services. Employing a descriptive qualitative approach, this study analyzed primary and secondary data to evaluate how meritocratic principles have been integrated into regional recruitment practices. The findings revealed that while policies supporting meritocracy are formally in place, their implementation was consistently constrained by pervasive political interference. This eroded fairness and transparency, contributing to inefficiencies within local bureaucracies. The study recommends strengthening governance mechanisms, improving transparency, and encouraging community participation in recruitment to address these challenges. This research contributes to the broader discourse on bureaucratic reform by highlighting the persistent gap between policy and practice. It offers insights for policymakers seeking to enhance recruitment systems and governance quality in Indonesia.

This study aims to analyze the influence of service quality on taxpayer community satisfaction at the Regional Revenue Management Agency (BAPPENDA) of Bogor Regency. The research employed a quantitative approach using a survey method and Structural Equation Modeling Partial Least Squares (SEM-PLS) analysis. The measured dimensions of service quality include reliability, responsiveness, assurance, empathy, and tangibles, while community satisfaction serves as the dependent variable. The results indicate that the four dimensions of reliability, assurance, empathy, and tangibles have a positive and significant effect on community satisfaction. However, the responsiveness dimension does not show a significant influence. These findings suggest that information accuracy, staff professionalism, empathetic attitudes, and adequate service facilities are key factors in creating taxpayer satisfaction. On the other hand, response speed alone, without accurate resolution, is insufficient to improve public satisfaction. The implication of this study highlights the need to substantially enhance public service quality by strengthening reliability, transparency, and empathy to build a responsive and citizen-oriented tax administration system.