The Effect of Facilities and Infrastructure, and Standard Operating Procedures on Public Satisfaction, Mediated By The Quality of Public Services
DOI:
https://doi.org/10.38035/gijtm.v3i4.712Keywords:
Infrastructure and Facilities, Standard Operating Procedures, Public Service Quality, Public SatisfactionAbstract
The facilities and infrastructure, standard operating procedures, public service quality, and public satisfaction are all intended to be described in this study. Additionally, it examines how standard operating procedures, infrastructure, and facilities affect public satisfaction. Additionally, it examines how infrastructure, facilities, and standard operating procedures affect public satisfaction by measuring the quality of public services. The Population and Civil Registration Office of the West Tanjung Jabung Regency in Jambi Province served as the study's site. Both principal and supplemental data were used in this investigation. Out of the 73,266 service users who comprised the study's population, a random sample of 100 respondents was selected. This study used a survey methodology that included both descriptive and quantitative analysis. Path Analysis with a Partial Least Squares (PLS) method was employed for the quantitative analysis. The outcomes demonstrated that public satisfaction was positively and considerably impacted by infrastructure and standard operating procedures. Public satisfaction is impacted by infrastructure and standard operating procedures through the caliber of public services. These findings show that the public's perception of service quality increases with improved infrastructure and standard operating procedures. The key to fulfilling the public's expectations of government services is optimal service quality. As a result, the presence of government representatives will provide the public with observable advantages, leading to increased satisfaction levels.
References
Anggraini, Africha, Rasidah Nasrah, & Afni Yeni. (2023). Pengaruh Efisiensi Kerja Pegawai Dan Standar Operasional Prosedur (SOP) Terhadap Kualitas Pelayanan Publik Pada Masa Pandemi Covid-19. Jurnal Publikasi Sistem Informasi Dan Manajemen Bisnis, 2(3), 220–236. https://doi.org/10.55606/jupsim.v2i3,2025
Dwiyanto, A. (2015). Manajemen Pelayanan Publik. UGM Press.
Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3,0. Badan Penerbit, Universitas Diponegoro Semarang.
Hair, Joseph F., Jeffrey J. Risher, Marko Sarstedt, Christian M. Ringle. (2019). When to use and how to report the results of PLS-SEM. European Business Review Vol. 31 No. 1, 2019 pp. 2-24. DOI 10.1108/EBR-11-2018-0203,
Jufrizen, J. (2021). Pengaruh Fasilitas Kerja Dan Disiplin Kerja Terhadap Kinerja Karyawan Melalui Motivasi Kerja. Sains Manajemen, 7(1), 35–54. https://doi.org/10.30656/sm.v7i1.2277
Kotler, P., & Keller, K. L. (2016). Manajemen Pemasaran Edisi 12 Jilid 1 dan 2, Jakarta.
Melda, Yudhanto Satya Adiputra, & Ardi Putra. (2025). Pengaruh Fasilitas dan Kualitas Pelayanan Pengguna Trans Batam terhadap Kepuasan Masyarakat Kota Batam. Sosial Simbiosis : Jurnal Integrasi Ilmu Sosial Dan Politik, 2(1), 204–219. https://doi.org/10.62383/sosial.v2i1.1329
Moenir, H.A.S. (2015). Manajemen Pelayanan Umum di Indonesia. Bumi Aksara
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (l991), "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, 67 (4), 420-50.
Pratama, Y. F., Yahya, A. F., Mulyani, A., Rauf, Y., Said, R. D., & Suryani, S. (2021). Survei Kepuasan Masyarakat Terhadap Pelayanan Publik di Sulawesi Selatan. Jurnal Administrasi Publik, 17(2), 197-210. https://doi.org/10.52316/jap.v17i2,67
Riyanto Slamet dan Winarti Setyorini.(2023). Metode Penelitian Kuantitatif dengan Pendekatan SmartPLS 4.0. Deepublish.
Romi, H., Akos, M., & Risal, S. (2024). Pengaruh Fasilitas Kerja Terhadap Kepuasan Masyarakat Yang Dimediasi Dengan Kualitas Pelayanan Pada Kantor Kecamatan Kapuas Barat. Administraus, 8(1), 51–66. https://doi.org/10.56662/administraus.v8i1.214
Sinaga, O. S., & Nurfita, A. (2025). Pengaruh Kualitas Pelayanan, Fasilitas Dan Lokasi Terhadap Kepuasan Masyarakat Di Kantor Kelurahan Penajam, Ppu Kaltim. Jurnal Education and Development, 13(1), https://doi.org/10.37081/ed.v13i1.6668.
Sinambela, Lijan Poltak Sogot Rochadi, Rusman Ghazali, Akhman Muksin, Didit Setiabudi, Djohan Bima, Syaifudin. (2014). Reformasi Pelayanan Publik : Teori, Kebijakan, dan Implementasi. Jakarta : Bumi Aksara
Sinay, Sorong Philipus, Andrei Maryen, Brando Charles Sakalessy. (2025). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Masyarakatpada Kantor Kelurahan Matalamagi INNOVATIVE: Journal Of Social Science Study. Volume 5 Nomor 1 Tahun 2025 Page 7171-7186
Situmorang, Pardamean H., Chablullah Wibisono, & I Wayan Catrayasa. (2024). The Influence of Service Standard Operating Procedures (SOP), Competence, Innovation on Public Satisfaction Through Service Quality as an Intervening Variable at the Balai Karantina Pertanian Kelas I Batam. International Journal of Economics, Management and Accounting, 1(3), 360–378. https://doi.org/10.61132/ijema.v1i3,211
Sudirman, Hapsara, O., & Zahari. (2020). Metode Penelitian Kuantitatif. Magnum Pustaka Utama.
Sugiyono. (2023). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Tambunan, M Rudi, 2013, Pedoman penyusunan Standard operating prosedur, Edisi 2013, Penerbit Maiesta.
Telaumbanua, S. K. ., Hulu, P. F. ., Gea, J. B. I. J. ., & Ndraha, A. B. . (2024). Pengaruh Penerapan Standar Operasional Prosedur (Sop) Penerbitan Surat Pengantar Pindah Penduduk Terhadap Kualiatas Pelayanan Publik Di Kantor Kecamatan Sawo. Jurnal Review Pendidikan Dan Pengajaran, 7(1), 2751–2759. https://doi.org/10.31004/jrpp.v7i1.25820
Thomas, Y. A., Rorong, A. J., & Tampongangoy, D. (2018). Sipil Di Kantor Dinas Pendidikan Minahasa Tenggara Yeltsin Aprioke Thomas Arie Junus Rorong Deysi Tampongangoy. Jurnal Administrasi Publik, 3(046), 1–10
Zahari, M., Hamdiyah, Endang Fatmawati dan Diauddin. (2025). Manajemen dan Etika Pelayanan Publik. Penerbit Perkumpulan Rumah Cemerlang Indonesia.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Eka Hartati Ningsih, M. Zahari, Mufidah
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright :
Authors who publish their manuscripts in this journal agree to the following conditions:
- Copyright in each article belongs to the author.
- The author acknowledges that the Greenation International Journal of Tourism and Management (GIJTM) has the right to be the first to publish under a Creative Commons Attribution 4.0 International license (Attribution 4.0 International CC BY 4.0).
- Authors can submit articles separately, arrange the non-exclusive distribution of manuscripts that have been published in this journal to other versions (for example, sent to the author's institutional repository, publication in a book, etc.), by acknowledging that the manuscript has been published for the first time at GIJTM.
