The Influence of Service Innovation and Physical Work Environment on Public Satisfaction Mediated by Public Service Performance at the Regional Revenue Agency of West Tanjung Jabung Regency
DOI:
https://doi.org/10.38035/dijdbm.v7i2.6242Keywords:
Service Innovation, Physical Work Environment, Service Performance and Public Satisfaction.Abstract
This study aims to describe service innovation, physical work environment, service performance, and public satisfaction at the Regional Revenue Agency (Bapenda) of West Tanjung Jabung Regency (Tanjabbar), and to analyze the influence of service innovation and physical work environment through service performance on public satisfaction. This study is supported by several theories related to the research variables. This study was conducted at the Regional Revenue Agency of West Tanjung Jabung Regency. With a population of 120,740 people, while the sample size in this study uses Slovin's theory with a margin of error of 10% so that 100 people are obtained. This study uses a quantitative approach with a survey method and uses Partial Least Square (PLS) data analysis. The results show that service innovation and physical work environment have an influence on public satisfaction, both directly and indirectly through service performance at the Regional Revenue Agency of West Tanjung Jabung Regency. This finding indicates that the positive influence of service innovation and physical work environment on public satisfaction does not occur directly, but is carried out (mediated) through improved service performance.
References
Ardianita, R., Yamali, F. R., & Hapsara, R. (2024). Service innovation and public service performance: Evidence from local government institutions. Journal of Public Administration Research, 12(2), 145–160.
Baribin, M., Pratama, R., & Marlina, D. (2022). Physical work environment and service performance in public sector organizations. Jurnal Manajemen Publik, 9(1), 33–45.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications.
de Vries, H., Bekkers, V., & Tummers, L. (2016). Innovation in the public sector: A systematic review and future research agenda. Public Administration, 94(1), 146–166. https://doi.org/10.1111/padm.12209
Dwiyanto, A. (2018). Reformasi birokrasi publik di Indonesia. Gadjah Mada University Press.
Firmansyah, R. (2021). Inovasi pelayanan publik dan kepuasan masyarakat pada instansi pemerintah daerah. Jurnal Administrasi Publik, 7(2), 89–102.
Ghozali, I. (2021). Structural equation modeling: Metode alternatif dengan partial least squares (PLS) (5th ed.). Badan Penerbit Universitas Diponegoro.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). SAGE Publications.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
OECD, & Eurostat. (2018). Oslo manual 2018: Guidelines for collecting, reporting and using data on innovation (4th ed.). OECD Publishing.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Poister, T. H. (2020). Performance management in the public sector (2nd ed.). Routledge.
Rahmananda, A., Sari, D., & Yudana, G. (2024). Service innovation, employee performance, and citizen satisfaction in local government. Public Policy and Administration Journal, 11(1), 21–35.
Rahmasita, A., & Perizade, B. (2022). Work environment and public service performance: Empirical evidence from regional government offices. Jurnal Ilmu Administrasi, 19(2), 112–125.
Ratminto, & Winarsih, A. S. (2019). Manajemen pelayanan publik. Pustaka Pelajar.
Robbins, S. P., & Judge, T. A. (2017). Organizational behavior (17th ed.). Pearson Education.
Sari, D., & Cahyono, B. (2021). Service quality and citizen satisfaction in local government services. Jurnal Administrasi Negara, 15(1), 45–58.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Partial least squares structural equation modeling. In C. Homburg et al. (Eds.), Handbook of market research (pp. 1–40). Springer.
Sedarmayanti. (2019). Sumber daya manusia dan produktivitas kerja. Mandar Maju.
Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
Torres, L., Pina, V., & Acerete, B. (2020). E-government developments on delivering public services among EU cities. Government Information Quarterly, 37(4), 101477.
Umar, H. (2016). Metode penelitian untuk skripsi dan tesis bisnis. Rajawali Pers.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Andreas Sinaga, Fakhrul Rozi Yamali, Mufidah Mufidah
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Digital Business Management (DIJDBM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Digital Business Management (DIJDBM).
