Effect of Service Standards and Infrastructure on User Satisfaction at the Ministry of Home Affairs Administrative Service Unit
DOI:
https://doi.org/10.56127/jukim.v5i05.3099Keywords:
Service Standards, Infrastructure, Service User Satisfaction, Public ServiceAbstract
Administrative service users may encounter waiting times, inadequate facilities, and unclear procedures, which can reduce satisfaction and service effectiveness. Previous studies report inconsistent effects of service standards and infrastructure on satisfaction, particularly in ministerial administrative services. Objective: This study aimed to analyze the effects of service standards and infrastructure on user satisfaction at the Administrative Service Unit of the Ministry of Home Affairs. Method: A quantitative associative survey involved 288 respondents from a population of 1,025 service users selected through purposive sampling. Data were collected using a five-point Likert questionnaire and analyzed using descriptive statistics, validity and reliability tests, classical assumption tests, multiple linear regression, t-tests, F-test, and coefficient of determination. Findings: Service standards significantly affected satisfaction (B = 0.435; β = 0.473; t = 10.915; p < 0.001), as did infrastructure (B = 0.372; β = 0.481; t = 11.090; p < 0.001). Both variables were simultaneously significant (F = 123.950; p < 0.001) and explained 46.1% of satisfaction variance. Implications: Integrated improvements in service implementation and facilities may enhance user satisfaction. Originality: The study jointly examines both factors in a ministerial administrative service context.
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