Revitalizing Public Services: Addressing Challenges and Enhancing Satisfaction(A Study of Public Services in Palu City)

Mustainah Mappatoba

doi:10.55927/ijsmr.v1i11.7047

Authors

Mustainah Mappatoba Department of Public Administration, Faculty of Social and Political Sciences, Tadulako University

DOI:

https://doi.org/10.55927/ijsmr.v1i11.7047

Keywords:

E-Government, E-Services, Public Services, Transformation, Satisfaction

Abstract

Research on the transformation of public services, specifically e-government, is lacking in Indonesia, particularly in Palu City. Conducting this research is crucial to contribute to the field of public administration. The aim of this study is to examine the transformation of public services through e-government in Palu City, utilizing a quantitative approach. The target population includes residents of Palu City, with a focus on the One-Stop Investment Office. Data collection methods include observations, questionnaires, and documentation, while data analysis involves multiple linear regression. The findings indicate that e-government and the quality of electronic services have an impact on the satisfaction of electronic services. This highlights the importance of implementing public service transformation, encompassing e-government and e-service quality, to enhance satisfaction and mitigate unethical bureaucratic behavior, thereby providing the community with fast, convenient, and equitable services

Downloads

Download data is not yet available.

References

Al Khouri, A. M. (2011). An Innovative Approach for E-Government Transformation. International Journal of Managing Value and Supply Chains, 2(1), 22–43. https://doi.org/10.5121/ijmvsc.2011.2102

Arnaboldi, M., & Lapsley, I. (2003). Activity based costing, modernity and the transformation of local government: A field study. Public Management Review, 5(3), 345–375. https://doi.org/10.1080/1471903032000146946

Bannister, F., & Connolly, R. (2014). ICT, public values and transformative government: A framework and programme for research. Government Information Quarterly, 31(1), 119–128.

Basu, S. (2004). E‐government and developing countries: An overview. International Review of Law, Computers & Technology, 18(1), 109–132. https://doi.org/10.1080/13600860410001674779

Benjamin, K., & Potts, H. W. (2018). Digital transformation in government: Lessons for digital health? DIGITAL HEALTH, 4, 205520761875916. https://doi.org/10.1177/2055207618759168

Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921

Curtin, G. G., Sommer, M. H., & Vis-Sommer, V. (2003). The World of E- Government. Journal of Political Marketing, 2(3–4), 1–16. https://doi.org/10.1300/J199v02n03_01

de Reuver, M., Sørensen, C., & Basole, R. C. (2018). The Digital Platform: A Research Agenda. Journal of Information Technology, 33(2), 124–135. https://doi.org/10.1057/s41265-016-0033-3

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95.

Denhardt, J. V., & Denhardt, R. B. (2015). The New Public Service Revisited. Public Administration Review, 75(5), 664–672. https://doi.org/10.1111/puar.12347

Filgueiras, F., Flávio, C., & Palotti, P. (2019). Digital Transformation and Public Service Delivery in Brazil. Latin American Policy, 10(2), 195–219. https://doi.org/10.1111/lamp.12169

Filkins, R., Allen, J. C., & Cordes, S. (2000). Predicting community satisfaction among rural residents: An integrative model. Rural Sociology, 65(1), 72– 86.

Fisher, M. J., & Marshall, A. P. (2009). Understanding descriptive statistics. Australian Critical Care, 22(2), 93–97. https://doi.org/10.1016/j.aucc.2008.11.003

Gandía, J. L., Marrahí, L., & Huguet, D. (2016). Digital transparency and Web 2.0 in Spanish city councils. Government Information Quarterly, 33(1), 28–

https://doi.org/10.1016/j.giq.2015.12.004

George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update. wps. ablongman. com/wps/media/objects/385. George 4answers Pdf, 549.

Ghozali, I. (2011). Aplikasi Multivariate dengan Program IBM SPSS 19 (5th ed.).

Badan Penerbit Universitas Diponegoro.

Gil-Garcia, J. R., Zhang, J., & Puron-Cid, G. (2016). Conceptualizing smartness in government: An integrative and multi-dimensional view. Government Information Quarterly, 33(3), 524–534.

Gliem, J. A., & Gliem, R. R. (2003). Calculating, Interpreting, And Reporting Cronbach’s Alpha Reliability Coefficient For Likert-Type Scales. https://scholarworks.iupui.edu/handle/1805/344

Hardiyansyah, H. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator dan Implementasinya. Gava Media.

Heeks, R. (2001). Understanding e-governance for development. 3(1). https://d1wqtxts1xzle7.cloudfront.net/31803060/e_governance_for_develo pment.pdf?1377803117=&response-content- disposition=inline%3B+filename%3De_governance_for_development.pdf &Expires=1611373292&Signature=XKDHHRpdPuiqOtppSNFHHOOPB BZxAJbu2VOu5szOt1HT1BwxuoxBQxKGryCr5T98c5fvDlaTwA38gDc VZZ8vHBks612j9un- 5Pz7~v4y95FOuqbQXAfRdefwvxPhccum4Bp3J8uxZs27Xdmfbr6UBMK cuYKH1UhyOi4KysC15pSBp5XQmH0MxXFkMMQKZIK~xHR0cDiM QEJgkv9DFylYK- TfqzrKHGsVE21smz26rEsjE8laarWAfZj2CxukJv~DE5PyR68cApSapOF dRqcqCBNdEWFvx6XgNB7j3uMXNRL4oaTCkJGmPQHKrpYbqFkhCZ xyETBvnjYI7O0v4Ip~Bg &Key-Pair- Id=APKAJLOHF5GGSLRBV4ZA

Hu, P. J.-H., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009).

Determinants of service quality and continuance intention of online services: The case of eTax. Journal of the American Society for Information Science and Technology, 60(2), 292–306. https://doi.org/10.1002/asi.20956

Klein, A., Sørensen, C., de Freitas, A. S., Pedron, C. D., & Elaluf-Calderwood, S. (2020). Understanding controversies in digital platform innovation processes: The Google Glass case. Technological Forecasting and Social Change, 152, 119883.

Lindgren, I., & van Veenstra, A. F. (2018). Digital government transformation: A case illustrating public e-service development as part of public sector transformation. Proceedings of the 19th Annual International Conference on Digital Government Research: Governance in the Data Age, 1–6.

Millard, J. (2018). Open governance systems: Doing more with more.

Government Information Quarterly, 35(4), S77–S87.

Mitra, S., & Jenamani, M. (2020). OBIM: A computational model to estimate brand image from online consumer review. Journal of Business Research, 114, 213–226. https://doi.org/10.1016/j.jbusres.2020.04.003

Moon, S., Kim, M.-Y., & Iacobucci, D. (2021). Content analysis of fake consumer reviews by survey-based text categorization. International Journal of Research in Marketing, 38(2), 343–364. https://doi.org/10.1016/j.ijresmar.2020.08.001

Navarra, D., & Cornford, T. (2003). A policy making view of e-government innovations in public governance. AMCIS 2003 Proceedings. Paper 103, 827–834.

Nograšek, J., & Vintar, M. (2014). E-government and organisational transformation of government: Black box revisited? Government Information Quarterly, 31(1), 108–118. https://doi.org/10.1016/j.giq.2013.07.006

Osman, I. H., Anouze, A. L., Irani, Z., Al-Ayoubi, B., Lee, H., Balcı, A., Medeni,

T. D., & Weerakkody, V. (2014). COBRA framework to evaluate e- government services: A citizen-centric perspective. Government Information Quarterly, 31(2), 243–256. https://doi.org/10.1016/j.giq.2013.10.009

Osman, I. H., Anouze, A. L., Irani, Z., Lee, H., Medeni, T. D., & Weerakkody, V. (2019). A cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values. European Journal of Operational Research, 278(2), 514–532. https://doi.org/10.1016/j.ejor.2019.02.018

Parasuraman, A., Valarie, A. Z., & Berry, L. (1988). SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple- item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.

Perry, J. L. (1996). Measuring public service motivation: An assessment of construct reliability and validity. Journal of Public Administration Research and Theory, 6(1), 5–22.

Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., & Naidoo, P. (2010). Service quality in the public service. International Journal of Management and Marketing Research, 3(1), 37–50.

Reddick, C. G. (Ed.). (2010). Comparative E-Government (Vol. 25). Springer New York. https://doi.org/10.1007/978-1-4419-6536-3

Rose, J., Persson, J. S., Heeager, L. T., & Irani, Z. (2015). Managing e- Government: Value positions and relationships. Information Systems Journal, 25(5), 531–571.

Saxena, K. B. C. (2005). Towards excellence in e‐governance. International Journal of Public Sector Management, 18(6), 498–513. https://doi.org/10.1108/09513550510616733

Scott, M., DeLone, W., & Golden, W. (2016). Measuring eGovernment success: A public value approach. European Journal of Information Systems, 25(3), 187–208.

Senyo, P. K., Effah, J., & Osabutey, E. L. C. (2021). Digital platformisation as public sector transformation strategy: A case of Ghana’s paperless port. Technological Forecasting and Social Change, 162, 120387. https://doi.org/10.1016/j.techfore.2020.120387

Setijaningrum, E. (2009). Lnovasi Pelayanan Publik. PT. Medika Aksara Globalindo.

Silcock, R. (2001). What is e-government. Parliamentary Affairs, 54(1), 88–101. Siti Maryam, N. (2017). Mewujudkan good governance melalui pelayanan publik.

Jurnal Ilmu Politik Dan Komunikasi, 6(1), 1–18.

Stoker, G. (2006). Public value management: A new narrative for networked governance? The American Review of Public Administration, 36(1), 41– 57.

Sunarto, & Riduwan. (2009). Pengantar Statistika (untuk penelitian pendidikan, sosial, ekonomi, komunikasi dan bisnis). Lengkap dengan aplikasi SPSS

Alfabeta.

Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and Electronic Government Success: An Empirical Study. Journal of Management Information Systems, 25(3), 99–132. https://doi.org/10.2753/MIS0742-

Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik. (n.d.). Weerakkody, V., Omar, A., El-Haddadeh, R., & Al-Busaidy, M. (2016).

Digitally-enabled service transformation in the public sector: The lure of institutional pressure and strategic response towards change. Government Information Quarterly, 33(4), 658–668. https://doi.org/10.1016/j.giq.2016.06.006

West, D. M. (2004). E-Government and the Transformation of Service Delivery and Citizen Attitudes. Public Administration Review, 64(1), 15–27. https://doi.org/10.1111/j.1540-6210.2004.00343.x

Wimmer, M., Codagnone, C., & Janssen, M. (2008). Future e-Government Research: 13 Research Themes Identified in the eGovRTD2020 Project. Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008), 223–223. https://doi.org/10.1109/HICSS.2008.179