The Impact of the Public Holiday Services Quality (LAPHALI) and the Working Spirit Employees on Public Satisfaction
Erna Rustiana (a), Hedi Cupiadi (b*), Abdullah Ramdhani (a), Ikeu Kania (a)
(a) Faculty of Social and Political Sciences
(b) Faculty of Economy
Garut University
Jl. Samarang 52 A, Garut 44151, Indonesia
*hedi.cupiadi[at]uniga.ac.id
Abstract
Public service is a responsibility and the existence bureaucratic transformation by the government must be public satisfaction oriented. The public perception shows that the public services quality by the government has not yet been optimized. This research purpose to identify the effect of public holiday services quality and working spirit employees on public satisfaction in Garut Regency. This research uses descriptive and associative methods. The technique of collecting data uses questionnaire surveys and interviews. Participants involved were people who felt public services as many as 385 people. The data analysis technique uses PLS-SEM with reflective model, testing convergent validity based on loading factor and average variance extracted (AVE), testing discriminant validity based on reliability composite values and Cronbach alpha, testing the predictive ability of models with Stone Geisser test and the significance of the influence between constructs of latent variables based on Total Effects values. The results shown that public holiday service quality have a significant effect on public satisfaction, while working spirit employees have no significant effect on public satisfaction. The results found that working spirit employees was needed to improvement in the public service process.
Keywords: Service Quality, Public Holidays Services, Working Spirit Employees, Public Satisfaction.
Topic: Inovasi (Administrasi, Pemerintahan, Pelayanan Publik, Pendidikan, Kebijakan)