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首页> 外文期刊>International Journal of Social Economics >The effect of service quality toward public satisfaction and public trust on local government in Indonesia
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The effect of service quality toward public satisfaction and public trust on local government in Indonesia

机译：服务质量对公众满意度和公众信任的影响对印度尼西亚地方政府的影响

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PurposeThe purpose of this paper is to investigate the effect of service quality toward public satisfaction and public trust on local government in Indonesia.Design/methodology/approachA quantitative approach was used to achieve the objectives of the study. The study consisted of nine exogenous variables and one endogenous variable. The exogenous variables were delivery, timeliness, information, professionalism, staff attitude, organizational politics, internal roles, external roles and citizen satisfaction, while the endogenous variable was public trust toward the regional government. The samples were taken using two sampling methods, cluster sampling technique and proportional stratified random sampling technique. The cluster sampling was institutional sample in which the researchers selected 2 out of 11 regencies in West Sumatra, and 2 out of 7 cities in West Sumatra. The regencies were Pasaman Barat and Tanah Datar and the cities were Padang Panjang and Padang. In the lower level, there were ten nagari and ten lurah. On the second stage, the sample was selected using the proportional stratified random sampling technique that had been set at the first stage. Slovin formula with 2 percent of errors was used to determine the number of samples. The total respondents in this study were 4,177 respondents.FindingsThe hypothetical model can be used as a new model for public service that was provided by the local governments (cities and districts) and it was able to increase citizen satisfaction and citizen trust with local government, especially in the basic need services such as education and health as described in Figure 1. In order to increase public satisfaction on the basic needs, such as education and health services, regional government should improve delivery, timeliness of service, availability of information, staff professionalism, staff attitude, external and internal roles of manager and at the same time minimize organizational politics within the local government. Furthermore, it is also evident in this model that increasing public satisfaction on basic services can increase public confidence toward regional government. The finding that shows the novelty of this research is the internal and external role of managers in improving public satisfaction and trust in regional government. Meanwhile, the addition of internal political as variable is a development to improve the existing models.Originality/valueRegional government should reconstruct their basic public service in order to meet need of the public. No previous study has comprehensively studied the relationship between interaction quality, physical environmental quality, and outcome quality to public satisfaction and its implication to public trust, especially in Indonesia.
机译：目的本文旨在研究服务质量对印度尼西亚当地政府的公众满意度和公众信任的影响。设计/方法/方法采用定量方法来达到研究目的。该研究包括九个外生变量和一个内生变量。外生变量是交付，及时性，信息，专业性，员工态度，组织政治，内部角色，外部角色和公民满意度，而内生变量是公众对地方政府的信任。样本采用两种采样方法进行采样：聚类采样技术和比例分层随机采样技术。整群抽样是机构样本，研究人员在其中选择了西苏门答腊省11个地区中的2个，以及西苏门答腊省7个城市中的2个。区域是Pasaman Barat和Tanah Datar，城市是Padang Panjang和Padang。在较低的级别，有十个纳加里和十个鲁拉。在第二阶段，使用在第一阶段设置的比例分层随机抽样技术选择样本。误差为2％的Slovin公式用于确定样本数量。这项研究的受访者总数为4,177，调查结果该假设模型可以用作地方政府（城市和地区）提供的公共服务新模型，并且能够提高公民对地方政府的满意度和公民信任度，特别是在如图1所示的基本需求服务中，如教育和卫生。为了提高公众对基本需求的满意度，例如教育和卫生服务，区域政府应改善交付，服务的及时性，信息的可获得性，人员专业性，员工态度，经理的外部和内部角色，同时最大程度地减少了当地政府内部的组织政治。此外，在该模型中也很明显，增加公众对基本服务的满意度可以增加公众对区域政府的信心。这项研究的新颖性在于，管理者在提高公众对地区政府的满意度和信任中的内部和外部作用。同时，增加内部政治变量是对现有模型的改进。原创性/价值地方政府应重建其基本公共服务，以满足公众的需求。以前的研究还没有全面研究交互质量，物理环境质量和结果质量与公众满意度之间的关系，以及它对公众信任的影响，尤其是在印度尼西亚。

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