Jurnal Administrasi Publik (Public Administration Journa.
, 15 .
2025 ISSN 2088-527X (Prin.
Ae ISSN 2548-7787 (Onlin.
DOI: 10.
31289/JAP.
V15I1.
Jurnal Administrasi Publik (Public Administration Journa.
Available online http://ojs.
id/index.
php/jap Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service Malls Indah Permata Sari.
Dasman Lanin.
Boni Saputra.
* & Benjamin Gomes da Cruz Fernandes.
Master of Public Administration.
Faculty of Social Sciences.
Universitas Negeri Padang.
Indonesia .
National Directorate of General Secondary Education.
Ministry of Education.
Timor Leste Received: November 14, 2024.
Reviewed: December 19, 2024.
Accepted: June 9, 2025 *Corresponding Email: bonisaputra@fis.
Abstract This study examines the influence of transformative service dimensions on public satisfaction at the Public Service Mall (PSM) in Payakumbuh City.
Indonesia.
While PSMs have emerged as integrated service innovations, a significant gap remains in understanding how specific transformative service dimensions affect public satisfaction in developing countries.
Employing an associative quantitative approach, this research collected data from 220 service users through structured questionnaires and analyzed it using multiple regression.
The findings reveal that individual well-being dimensions contributed the highest impact .
2%), followed by group well-being .
2%) and social well-being .
9%).
Simultaneously, these three dimensions explained 88.
7% of the variance in public satisfaction (F = 1704.
067, p < 0.
These findings make theoretical contributions by extending the Transformative Service Research (TSR) framework to public administration contexts in developing countries and by identifying a hierarchy of service dimensions that shape public satisfaction.
From a practical perspective, this research provides policymakers with empirical evidence on the importance of balancing individual and collective well-being interventions in the development of PSM.
This study addresses a literature gap by providing the first empirical evidence on TSR application in integrated public service facilities within a non-Western developing country context, specifically Indonesia.
Keywords: Transformative Service.
Public Satisfaction.
Public Service Mall How to Cite: Sari.
Lanin.
Saputra.
, & Fernandes.
da C.
, .
Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service.
Jurnal Administrasi Publik (Public Administration Journa.
: 40-52
This work is licensed under a Creative Commons Attribution-NonCommercial 4.
0 International License Jurnal Administrasi Publik (Public Administration Journa.
, 15.
June 2025: 40-52
INTRODUCTION
Public service transformation in the modern era faces increasingly complex challenges in meeting the dynamic and diverse needs of society (Dwiyanto, 2018.
Lanin & Adnan, 2.
The paradigm shift from conventional service models toward more transformative approaches has become a central focus in improving public service quality across developing nations (Vigoda-Gadot, 2.
In Indonesia, this phenomenon is characterized by the emergence of integrated service innovation through the Public Service Mall (PSM) concept, as regulated under Ministerial Regulation No.
23/2017 concerning the Implementation of Public Service Malls.
Although Transformative Service Research (TSR) has evolved as an analytical relationship between service quality and public satisfaction, a significant gap remains in its application within developing country contexts.
Previous studies, such as Baker.
Gentry, & Rittenburg .
5 and Troebs.
Wagner, & Heidemann .
, have predominantly focused on TSR implementation in developed nations with well-established public service Meanwhile, the unique characteristics of developing countries, such as IndonesiaAiwith its high sociocultural diversity and infrastructure limitationsAicreate distinct challenges in applying TSR principles.
This gap becomes Indonesia undergoes significant transformation in its public service system, particularly through the innovation of Public Service Malls (PSM).
Payakumbuh City emerged as one of the pioneers in PSM implementation by inaugurating its integrated service facility The Payakumbuh PSM has successfully integrated 23 government agencies providing 52 types of services through 28 service counters in a single This success is reflected in a significant increase in public visits, reaching 67,009 in 2023, more than doubling from 27,751 visits in 2021 (DPMPTSP, 2.
This dramatic increase indicates a positive public response to the integrated service model (Anderson & Ostrom, 2015.
King & Zanetti, 2.
In the theoretical context.
TSR provides a comprehensive framework that emphasizes three main dimensions of wellbeing: individual, group, and social (Anderson, 2.
In Indonesia, these dimensions hold particular resonance with the principles of "gotong royong" .
and collectivism inherent in public service culture.
The implementation of PSM in Payakumbuh City serves as an ideal laboratory for testing how TSR principles can be adapted and applied within the local context.
While Blocker et al.
provide empirical findings on the effectiveness of the TSR approach in enhancing public satisfaction, these findings need to be contextualized within Indonesia's socio-cultural reality.
Nevertheless, previous research indicates gaps in understanding the specific contributions of each TSR dimension to developing country contexts (Baker.
Gentry, & Rittenburg, 2005.
Troebs.
Wagner, & Heidemann, 2.
Lanin & Adnan's .
findings regarding the transformative approaches and public service user satisfaction levels open opportunities for further exploration of this relationship's dynamics within integrated service contexts.
This research addresses these gaps through three main contributions.
First, it develops a theoretical model that integrates TSR principles with the unique characteristics of public service delivery in Indonesia.
Second, it provides empirical evidence on the relative effectiveness of each well-being dimension within the PSM Third, it presents a practical framework for policymakers to optimize integrated public services in developing Indah Permata Sari.
Dasman Lanin.
Boni Saputra & Benjamin Gomes da Cruz Fernandes.
Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service Using Payakumbuh City's PSM as a case study, this research bridges the gap between Western transformative theory and public service practices in Indonesia.
This research addresses these gaps by comprehensively analyzing the influence of transformative service dimensions on public satisfaction at Payakumbuh City's PSM.
Adopting the theoretical framework developed by Anderson et al.
, this study focuses its analysis on three main TSR dimensions Ai individual, group, and social well-being Ai as independent variables that affect public satisfaction.
These findings are expected to strengthen theoretical arguments regarding the importance of transformative approaches in public Service (Ostrom et al.
, 2021.
Mountasser & Abdellatif, 2.
Theoretically, this research enriches the TSR literature by providing deep insights into how well-being dimensions interact with local socio-cultural contexts in shaping public satisfaction.
Practically, these research findings provide evidencebased guidance for developing policies and strategies to enhance public service quality in Indonesia, particularly in optimizing the PSM model as an innovative solution oriented toward societal well-being (Anderson & Ostrom, 2015.
Lanin.
Saputra, & Magriasti, 2.
Transformative Service represents a new paradigm in public Service, emphasizing fundamental changes in service systems.
Rosenbaum .
defines transformative Service as the integration of consumer and service research focused on creating positive well-being.
Empirical studies demonstrate that implementing transformative services contributes to increased public satisfaction.
These findings indicate that the improves public service quality.
Anderson et al.
focused their analysis on three main dimensions of transformative public Service: individual, group, and social wellbeing.
Public satisfaction represents a comprehensive evaluation of the quality of public services received by service users.
Nagel & Cilliers .
define satisfaction as a response or feedback regarding the fulfillment of needs that exceed basic customer expectations.
In contrast.
Kotler et al.
n Tjiptono & Chandra, 2.
emphasize the importance of measuring satisfaction through complaint systems, ghost shopping, lost customer analysis, and satisfaction surveys.
In this study, public satisfaction will be calculated using public satisfaction indicators based on Minister of Administrative Reform Regulation No.
14/2017, which comprises nine key indicators: requirements, procedures, service time, costs/tariffs, service products, implementer competency, implementer behavior, facilities and infrastructure, and complaint handling.
The satisfaction model developed by Lanin & Adnan .
integrates a transformative service transformation in enhancing public Transformative Service, focusing on service well-being dimensions, has become a crucial paradigm for enhancing public satisfaction with public services.
This multidimensional approach encompasses three main aspects: individual well-being, group well-being, and social well-being, which are integrated to form optimal service quality (Hendrizal, 2.
At the personal level.
Vargo & Lusch .
assert that focusing on specific individual needs can create significant added value in public service contexts.
This is reinforced by Parasuraman.
Zeithaml, & Berry's .
findings, which identify that service personalization positively contributes to public service user satisfaction levels.
The group well-being dimension emphasizes the importance of collective approaches in optimizing public services.
Jurnal Administrasi Publik (Public Administration Journa.
, 15.
June 2025: 40-52 Baker et al.
found that group-based approaches can significantly improve the Furthermore, a meta-analysis conducted by Walker et al.
confirms that groupbased interventions in public services yield larger effect sizes compared to individual approaches in the context of public In the social well-being dimension, interactions between individuals in public service contexts play a crucial role in shaping collective perceptions of service quality (Zeithaml et al.
, 2.
longitudinal study by Ochoa Rico et al.
shows that the quality of social interaction in public service processes is positively correlated with overall public satisfaction levels.
These findings align with Worthington's .
research, revealing that socio-interactional factors contribute to variations in public service user satisfaction levels.
Integrating these three dimensions creates a synergy that strengthens the impact of transformative services on public This is evidenced by Hendrizal's .
empirical study, which demonstrated that a holistic approach to public Service yields higher public Lent .
reinforces these findings by identifying that integrative service models, which consider individual, well-being simultaneously, can explain substantial variance in public satisfaction.
These findings underscore the importance of adopting a multidimensional perspective in transformative public services.
Based on the theoretical review presented, this study proposes an integrated conceptual model illustrated in Figure 1.
This model depicts the synthesis Through visualization, one can gain a comprehensive understanding of the hypothesized causal relationships between research variables, particularly in explaining the influence of Service pubServiceisfaction.
Figure1.
Conceptual Framework Source: Compiled by the Authors Indah Permata Sari.
Dasman Lanin.
Boni Saputra & Benjamin Gomes da Cruz Fernandes.
Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service This research framework integrates the Transformative Service Research (TSR) concept into the Indonesian public service implementation at the Payakumbuh City Public Service Mall (PSM).
The developed theoretical model provides an analytical transformative Service on satisfaction.
Based on this conceptual framework, the transformative service dimensions Ai Individual Well-being.
Collective Well-being, and Social Wellbeing Ai have a positive and significant influence on service users' satisfaction Payakumbuh City's PSM.
A sample size of 220 respondents was determined using quota sampling, a number sufficient for robust statistical analysis at a 95% confidence level with a 5% margin of error.
The accidental sampling technique was on practical compatibility with the dynamic patterns of service user visits, its ability to reach a broad spectrum of service users, its efficiency in data collection without disrupting service operations, and Its Accessibility to respondents from diverse socio-economic backgrounds.
Data collection was conducted questionnaires and a documentation study.
The questionnaire was developed based on Service puServicetisfaction indicators, utilizing a 4point Likert scale.
Instrument validity and reliability were tested using statistical analysis, with Cronbach's Alpha values >0.
for all variables.
The documentation study involved collecting secondary data from the Payakumbuh City PSM archives and reports, as well as relevant policy Data analysis proceeded through several stages: .
Descriptive analysis to illustrate research variable characteristics.
Classical assumption tests including normality, linearity, heteroscedasticity, autocorrelation, and multicollinearity.
Regression analysis to test the influence of independent variables on the dependent .
Hypothesis testing using ttests for partial effects and F-tests for simultaneous effects, with a significance level of = 0.
All statistical analyses were performed using SPSS version 26 The researchers acknowledge several methodological limitations, one of which is the inability to control for response bias, as information provided by respondents may not always reflect their genuine opinions.
To address these limitations, data collection was conducted RESEARCH METHODS This research employs an associative quantitative approach to analyze the influence of transformative service dimensions on public satisfaction.
This approach was selected for its capacity to measure and quantify causal relationships between variables, aligning with the research objective of evaluating the relative contribution of each transformative service The selection of Payakumbuh City's PSM as the research locus was based on several strategic considerations.
First.
Payakumbuh City's PSM is one of Indonesia's pioneering implementations of the PSM concept, successfully integrating 23 government agencies with 52 service types through 28 service counters.
Second, this location demonstrates significant growth in visitor numbers from 27,751 .
to 67,009 .
(DPMPTSP, 2.
, indicating ideal service transformation dynamics for research purposes.
Third, this PSM has received national recognition for its public service innovations, making it a relevant benchmark for studying the implementation of TSR in Indonesia.
The encompasses all service users of Jurnal Administrasi Publik (Public Administration Journa.
, 15.
June 2025: 40-52 across various times and days to capture service user variations, and robust statistical analysis was employed to enhance the validity of the research data.
regional retribution, and services related to marriage, hajj pilgrimage, and land affairs.
Descriptive Analysis of Respondents' Demographic Characteristics The descriptive analysis in this study focuses on respondents' demographic characteristics to provide a comprehensive understanding of the research participants' profiles (Saputra et al.
, 2.
The analyzed characteristics encompass four main variables: gender, age, education level, and types of services accessed.
The gender distribution among respondents is composed of 125 female respondents .
82%) and 95 male respondents .
18%) out of a total of 220 Age group analysis reveals that the majority of respondents fall within the 31-40 years range, with 80 individuals .
36%), followed by those aged 50 years or above, with 71 individuals .
27%).
Other age distributions include 41-50 years, with 36 individuals .
36%).
years, with 28 individuals .
73%).
below 20 years, with five individuals .
27%).
Regarding educational background, the majority of respondents hold senior high school qualifications, with 83 individuals .
73%) having this level of An equal number of 49 individuals .
27%) were found in two categories: respondents with elementary and junior high school education and those with bachelor's and master's degrees.
Meanwhile, respondents with diploma qualifications (DI/DII/D.
numbered 39 individuals .
73%).
Analysis of respondent distribution by service unit shows that the Population and Civil Registration Office (DISDUKCAPIL) had the highest number of visitors with 25 individuals .
36%), followed by the Investment and One-Stop Integrated Services Office (DPMPTSP) with 22 individuals .
%), and the Social Affairs Office (DINSOS) with 21 individuals .
55%).
The Regional Technical Implementation Unit for Regional Tax
RESULTS AND DISCUSSION
The Public Service Mall (PSM) is an integrated facility that serves as a comprehensive public service delivery centre, offering a range of goods, services.
This institution represents an expansion of the integrated service system at both central and regional levels, accommodating services from State-Owned Enterprises (SOE.
Regional-Owned Enterprises (ROE.
, and the private sector.
The primary objective of PSM is to establish an efficient, accessible, economical, and secure service system while contributing to the enhancement of global competitiveness in the context of improving the ease of doing business in Indonesia.
PSM operations fall under the coordination of the Investment and One-Stop Integrated Services Agency (DPMPTSP).
The implementation of PSM in Payakumbuh City represents a public service innovation designed to address various challenges faced by citizens in accessing public services.
This initiative gained a legal foundation through the Minister Administrative Bureaucratic Reform Regulation No.
635/2018, which amended Regulation No.
11/2018 concerning the determination of PSM implementation locations.
Under this Payakumbuh City designated as one of the regions required to develop PSM facilities.
In its development.
Payakumbuh City PSM has integrated 52 types of services provided by 23 agencies, encompassing both vertical and horizontal The spectrum of services offered includes population administration, business licensing.
Health and Employment Insurance (BPJS) services, public utilities (Municipal Water Compan.
, vehicle administration, driver's license renewal.
Indah Permata Sari.
Dasman Lanin.
Boni Saputra & Benjamin Gomes da Cruz Fernandes.
Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service served 18 individuals .
18%), the Immigration Office 15 individuals .
82%),
and the Traffic Unit 14 individuals .
36%).
The State Electricity Company (PLN) recorded 13 visitors .
91%), while the Healthcare Social Security Agency (BPJS Healthcar.
Regional Water Supply Company (PDAM), and Payakumbuh City PSM each served 12 individuals .
45%).
Other service units such as the One-Roof Administration System (SAMSAT) .
%).
National Zakat Agency (BAZNAS) .
55%),
Food and Drug Administration (BPOM) .
64%).
Public Works and Spatial Planning Office
(PUPR)
18%),
One-Stop Integrated Services for Building Permits (DPMPTSP PBG) .
18%).
Employment Social Security Agency (BPJS Employmen.
36%).
National Land Agency (BPN) .
27%), and Payakumbuh Tax Service Office .
27%) each served fewer than 11 prerequisite examinations to validate the appropriateness of the regression model.
The significance of these tests lies in their foundational role in ensuring the validity and accuracy of analytical interpretations.
In the context of parametric analysis, the fulfillment of these basic assumptions becomes a crucial determinant in selecting the appropriate analytical methods for The assumption tests encompass several essential components: normality testing for multicollinearity testing for identifying interdependence among independent variables, heteroscedasticity testing for analyzing residual variance homogeneity, autocorrelation testing for verifying residual independence, and linearity testing for confirming the relationship characteristics between independent and dependent variables.
Compliance with all these assumptions is a fundamental prerequisite for constructing a reliable regression model to analyze and predict relationships between variables.
Classical Assumption Prerequisite Tests The subsequent phase in data analysis involves conducting classical assumption tests, which comprise a series of Variables/ Dimensions Transformative Service Individual well-being Group well-being Social well-being Table 1.
Classical Assumption Test Results Normality Test Multicollinearity Test Kolmogorov-Smirnov Sig.
Tolerance VIF Source: Data Analysis Compiled by the Authors, 2024 Figure 2.
Heteroscedasticity Test Source: Data Analysis, 2024 Autocorrelation Test Durbin-Watson Figure 3.
Linearity Test Source: Data Analysis, 2024 Jurnal Administrasi Publik (Public Administration Journa.
, 15.
June 2025: 40-52 A comprehensive evaluation of classical assumptions indicates that the regression model implemented in this study meets the required validity criteria.
Normality testing using the KolmogorovSmirnov method yielded a significance value of p > 0.
05, confirming a normal data Multicollinearity analysis indicates the absence of substantial intercorrelations among the independent variables, as evidenced by Tolerance values exceeding the 0.
1 threshold and VIF values below the 10 threshold.
Autocorrelation evaluation measured through DurbinWatson statistics produced a coefficient of 628, affirming adequate residual The heteroscedasticity aspect is also confirmed as satisfied, as reflected in the residual scatterplot visualization, which displays a random distribution, indicating homogeneous residual variance.
Furthermore, linearity testing validates the existence of linear relationships between independent and dependent variables.
Based on this series of test results, the applied regression model estimating the influence of attitude, professionalism, and service quality variables on public satisfaction.
Hypothesis Testing The subsequent test involves research hypothesis testing using t-values with a significance level of 0.
Testing was conducted through the Coefficients output in the SPSS program, where t-values are used to determine whether hypotheses are accepted or rejected.
If the t-value Ou 1.
or the probability value (Sig.
) O 0.
05, then Ho is denied, and the research hypothesis is The SPSS data processing results for the regression model can be used to evaluate relationships between variables, as shown in the Coefficients table output in the regression analysis.
Table 2.
Hypothesis Test Results No.
Variables/ Dimensions Direct Effect t-value Dimensions of Individual Well-being Ie Public Satisfaction Dimensions of Group Well-being Ie Public Satisfaction Dimensions of Social Well-being Ie Public Satisfaction Transformative Service Ie Public PublServicesfaction Source: Data Analysis Compiled by the Authors, 2024 .
The Individual Well-being Dimension ranks second in terms of its influence strength on Public Satisfaction, with a beta coefficient of 0.
757 and a direct effect of 0.
Statistical significance is demonstrated by a t-statistic of 706, which exceeds the critical corresponding p-value of 0.
These results illustrate that efforts to enhance well-being at the individual level have a satisfaction levels.
When personal needs and well-being are adequately Siq.
Standardized Coefficients (Bet.
fulfilled, this directly contributes to increased satisfaction levels with provided services.
Furthermore, the Group Well-being Dimension contribution to positive effects, with a beta coefficient of 0.
715 and a direct effect of 0.
A t-statistic of 228.
with a significance of 0.
000 confirms the reliability of these findings.
These well-being approaches that consider group dynamics within society play a significant role in shaping overall public Indah Permata Sari.
Dasman Lanin.
Boni Saputra & Benjamin Gomes da Cruz Fernandes.
Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service Programs designed to enhance well-being at the group level prove effective in building positive public perceptions.
While the Social Well-being Dimension compared to other variables, it still demonstrates a significant impact on Public Satisfaction with a beta coefficient of 0.
624 and a direct effect of This is supported by a t-statistic 990 and a significance level of These findings suggest that broader aspects of social well-being, such as social cohesion and equal access to public services, play essential roles in shaping overall public satisfaction.
Transformative Service demonstrate the most dominant impact on Public Satisfaction, with a beta coefficient of 0.
942 and a direct effect of This is evidenced by an exceptionally high t-statistic of 067 .
ell above the critical value .
and a significance level of 0.
These findings suggest transformative service quality will yield Transformative Service, focusing on system change and improvement, is a critical factor in shaping positive public perceptions of the services provided.
aligning with Anderson et al.
's .
assertion that transformative services focusing on individual needs create meaningful changes in service outcomes.
These findings emphasize the crucial role of individual-centered service design in achieving higher public satisfaction levels at government service centers.
Impact of Group Well-being Dimension on Public Satisfaction Group well-being accounts for 51.
of public satisfaction, making it the secondlargest influential factor in transformative service delivery and highlighting the importance of community-centered service This significant percentage indicates that group dynamics play a crucial role in service satisfaction.
Statistical analysis .
= 228.
435, p < 0.
aligns with Vargo & Lusch's .
service-dominant logic, emphasizing the importance of collective value creation in public services.
Public services must strike a balance between individual needs and group wellbeing considerations to optimize service delivery outcomes.
Impact of Social Well-being Dimension on Service Satisfaction The research indicates that social well-being contributes 38.
9% to public Although lower than individual and group well-being contributions, this significant correlation suggests that public service institutions must consider broader social implications when designing and implementing service delivery systems.
Statistical significance .
= 138.
990, p < .
supports Zeithaml et al.
's .
framework, suggesting that service transformation must meet both individual and collective social needs.
Public service institutions need to integrate social wellbeing considerations into their service delivery strategies to enhance overall public satisfaction.
Impact Individual Well-being Dimension on Public Satisfaction Research findings indicate that individual well-being has a significant impact on public satisfaction at the Payakumbuh City Public Service Mall, accounting for 57.
2% of overall satisfaction This substantial contribution demonstrates that when public service institutions prioritize individual well-being through cost-effective, time-efficient, and quality services, it directly enhances public Statistical analysis confirms this relationship .
= 291.
706, p < 0.
Simultaneous Impact of Transformative Service on Public Satisfaction Jurnal Administrasi Publik (Public Administration Journa.
, 15.
June 2025: 40-52 The combined effects of individual, social, and group well-being account for 7% of the variance in public satisfaction, demonstrating the comprehensive nature of transformative Service.
This percentage indicates that the transformative service approach effectively addresses various dimensions of public service delivery.
Regression analysis (F = 1704.
067, p < .
supports Anderson and Ostrom's .
emphasizing the multidimensional nature of service transformation.
Public service institutions must adopt an integrated approach to service transformation, considering simultaneously the well-being of individuals, society, and groups.
The finding that individual well-being dimensions contribute most significantly .
2%) to public satisfaction has both resonances and divergences with previous This result confirms Vargo &amp.
Lusch's .
study, which found that focusing on individual needs creates significant added value in public service However, unlike Anderson et al.
findings in developed nations, which show the dominance of social dimensions, this research reveals that in Indonesia, individual aspects exert a greater influence.
This difference may reflect the unique characteristics of Indonesian society as it transitions from a collective to a particular orientation in public service expectations.
The group well-being dimension's contribution of 51.
2% aligns with Baker et 's .
research on the effectiveness of group-based approaches in public service However, this percentage is higher than similar findings in developed nations .
anging from 30% to 40%), indicating the persistent strength of communal values in the Indonesian These findings enhance our understanding of how local cultural values can impact the effectiveness of public service transformation.
The lower influence of social wellbeing dimensions .
9%) compared to the other two dimensions contrasts with Zeithaml et al.
's .
findings in developed nations, which demonstrated the dominance of social factors.
This difference offers new insights into how public service needs can vary across different socio-cultural contexts.
Limitations and Future Research Directions The results of the analysis reveal that the four dimensions studied form an interconnected system that influences public satisfaction.
Transformative Service emerges as the primary driver of public complementary dimensions of well-being.
This model demonstrates that a holistic approach integrating service aspects with various well-being dimensions proves effective in enhancing public satisfaction.
These implications for policymakers to consider transformative service quality and developing well-being programs in efforts to optimize public satisfaction.
The findings of this research have significant implications for public service transformation policies and practices in Indonesia.
In terms of integrated service design.
PSMs need to develop systems that balance service personalization with technology that enables customization without sacrificing standardization, while incorporating local values into service Capacity development should focus on staff training that emphasizes the balance between individual and collective approaches, supported by evidence-based competency development programs and performance evaluation systems that integrate well-being dimensions.
From a policy perspective, regulatory revisions are necessary to enhance service flexibility, develop standards that consider all three dimensions of well-being, and Indah Permata Sari.
Dasman Lanin.
Boni Saputra & Benjamin Gomes da Cruz Fernandes.
Transformative Service and Public Satisfaction: Insights from Indonesia's Public Service provide incentives for service innovation.
The monitoring and evaluation system indicators from all three well-being dimensions, complemented by feedback mechanisms that facilitate continuous The implementation of these recommendations is expected to enhance the effectiveness of public service transformation and optimize public satisfaction with PSM services.
Although this research provides valuable insights into the impact of transformative Service, services still require further investigation.
The complex nature of public service delivery and the evolving needs of citizens necessitate transformation mechanisms.
The study's Rsquared value of 0.
887 indicates that, while the model explains the majority of the variance, approximately 11.
3% remains unexplained, suggesting the potential presence of additional factors.
Based on these research findings, several directions for future research can be developed.
Longitudinal studies are essential for understanding how public needs and expectations for public services evolve, particularly in the context of accelerating digital transformation.
Additionally, interregional comparative research would provide valuable insights into how geographical, socio-cultural, and regional variations in development influence the implementation and effectiveness of PSM.
Given the increasingly crucial role of technology, in-depth analysis of technology digitalization and process automation, becomes increasingly relevant.
Future research should also investigate contextual factors, such as leadership, organizational culture, and institutional capacity, that influence the effectiveness of TSR implementation in the public service contexts of developing countries.
Exploring these aspects will enrich our understanding of the complexity of public service transformation and provide a stronger foundation for future evidence-based policy development.
Based on these findings, it is recommended that strategies for enhancing public satisfaction prioritize strengthening transformative service aspects while maintaining attention to developing programs that support well-being at individual, group, and social levels in an integrated manner.
This multidimensional approach is expected to generate a significant impact and sustainably enhance public satisfaction.
Theoretically, this research extends the application of Transformative Service Research (TSR) to developing country contexts, particularly Indonesia, by identifying cultural variations in well-being dimension hierarchies and developing an integrative model that connects TSR with local contexts.
These findings enrich theoretical understanding of how TSR principles can be adapted and implemented in socio-cultural contexts different from where the concept was initially developed.
Practically, this research provides an evidence-based blueprint for optimizing Public Service Mall, identifying priority areas requiring policy intervention, and offering a comprehensive evaluation framework to measure the effectiveness of service This dual contribution bridges the gap between theory and practice in public service transformation, providing a strong empirical foundation for more effective public service policy development and implementation.
CONCLUSION
This research provides robust empirical dimensions significantly influence public satisfaction at the Payakumbuh City Public Service Mall.
Indonesia, with an integrated model explaining 88.
7% of the variance in public satisfaction.
The most striking findings Jurnal Administrasi Publik (Public Administration Journa.
, 15.
June 2025: 40-52
REFERENCES