Analysis Of Public Satisfaction with Population Administration Services in Banyuresmi District: An Expectancy Disconfirmation Theory Approach Using Structural Equation Modeling
DOI:
https://doi.org/10.51601/ijcs.v5i1.551Abstract
This study analyzes public satisfaction with population administration services in the Banyuresmi District using Expectancy Disconfirmation Theory (EDT). The research model examines the influence of expectation (EX), performance perception (PK), and confirmation/disconfirmation (KD) on satisfaction (KP) using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that confirmation/disconfirmation serves as the primary mediator in the relationship between expectation and satisfaction and between performance perception and satisfaction. Performance perception has the most significant impact on satisfaction compared to initial expectations. These findings suggest improving service quality, speed, and transparency can enhance public satisfaction. However, this study has limitations, including a restricted research area and a quantitative approach that has not explored the subjective aspects of user experience. Future research should conduct comparative studies in multiple regions, use qualitative methods, and incorporate external variables such as government regulations and digital literacy to gain a more comprehensive understanding. Thus, this study provides a foundation for improving policies and enhancing the quality of population administration services.
Downloads
References
R. L. Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," J. Mark. Res., vol. 17, no. 4, pp. 460–469, Nov. 1980, doi: 10.1177/002224378001700405.
T. N. Q. Nguyen, Q. H. M. Tran, and M. Chylinski, "Empathy and Delight in a Personal Service Setting," Australas. Mark. J., vol. 28, no. 1, pp. 11–17, Feb. 2020, doi: 10.1016/j.ausmj.2019.08.003.
X. Peng and J. H. Zhang, “Socioeconomic inequality in public satisfaction with the healthcare system in China: a quantile regression analysis,” Arch. Public Health, vol. 80, no. 1, p. 165, Jul. 2022, doi: 10.1186/s13690-022-00925-z.
J.-H. Cheah, R. Thurasamy, M. A. Memon, F. Chuah, and H. Ting, “Multigroup analysis using SmartPLS: Step-by-step guidelines for business research,” Asian J. Bus. Res., 2020, Accessed: Feb. 01, 2025. [Online]. Available: https://magscholar.com/ajbr/ajbrv10n3/ajbr200087.pdf
J. Y. Mok, “Proposed non-linear relation between satisfaction with government performance and co-production: an initial empirical test,” Public Manag. Rev., Mar. 2020, Accessed: Feb. 01, 2025. [Online]. Available: https://www.tandfonline.com/doi/abs/10.1080/14719037.2019.1599060
Z. Hasan, M. F. M. Asri, S. N. Bashirun, and N. A. Mustakim, “Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia,” Inf. Manag. Bus. Rev., vol. 16, no. 3(I)S, pp. 981–993, Oct. 2024, doi: 10.22610/imbr.v16i3(I)S.4168.
R. Chatterjee and R. Suy, “An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation,” Open J. Soc. Sci., vol. 7, no. 4, Art. no. 4, Apr. 2019, doi: 10.4236/jss.2019.74019.
Y. Hong, J. Zhao, Y. Zhang, and Q. Su, “Motivating public health emergency preparedness cooperative behaviors: based on the expectancy disconfirmation model,” J. Health Organ. Manag., vol. 37, no. 6/7, pp. 465–482, Oct. 2023, doi: 10.1108/JHOM-09-2022-0268.
C.-P. Lee, M.-J. Hung, and D.-Y. Chen, “Factors affecting citizen satisfaction: examining from the perspective of the expectancy disconfirmation theory and individual differences,” Asian J. Polit. Sci., vol. 30, no. 1, pp. 35–60, Jan. 2022, doi: 10.1080/02185377.2022.2047081.
P. Wang and F. Fan, “Examining and Expanding the Expectancy Disconfirmation Model: Evidence from Rural China,” Discrete Dyn. Nat. Soc., vol. 2022, no. 1, p. 9378101, Jan. 2022, doi: 10.1155/2022/9378101.
X. Ballart, E. Hernandez, and M. Esteve, “Enhancing satisfaction with public services: The effect of recalling personal experiences,” Int. Public Manag. J., vol. 27, no. 2, pp. 284–301, Mar. 2024, doi: 10.1080/10967494.2024.2317835.
L. A. Palinkas, S. M. Horwitz, C. A. Green, J. P. Wisdom, N. Duan, and K. Hoagwood, “Purposeful Sampling for Qualitative Data Collection and Analysis in Mixed Method Implementation Research,” Adm. Policy Ment. Health Ment. Health Serv. Res., vol. 42, no. 5, pp. 533–544, Sep. 2015, doi: 10.1007/s10488-013-0528-y.
K. S. L. T. et Al, “Effects of Accountability, Knowledge and Ethicson the Quality of Auditor’s Workin KAP South Jakarta,” Psychol. Educ. J., vol. 58, no. 1, Art. no. 1, Jan. 2021, doi: 10.17762/pae.v58i1.782.
A. Santoso, “Rumus Slovin : Panacea Masalah Ukuran Sampel ?,” Suksma J. Psikol. Univ. Sanata Dharma, vol. 4, no. 2, Art. no. 2, Oct. 2023, doi: 10.24071/suksma.v4i2.6434.
A. T. Jebb, V. Ng, and L. Tay, “A Review of Key Likert Scale Development Advances: 1995–2019,” Front. Psychol., vol. 12, p. 637547, May 2021, doi: 10.3389/fpsyg.2021.637547.
G. Pescaroli, O. Velazquez, I. Alcántara-Ayala, C. Galasso, P. Kostkova, and D. Alexander, “A Likert Scale-Based Model for Benchmarking Operational Capacity, Organizational Resilience, and Disaster Risk Reduction,” Int. J. Disaster Risk Sci., vol. 11, no. 3, pp. 404–409, Jun. 2020, doi: 10.1007/s13753-020-00276-9.
J. F. Hair, J. J. Risher, M. Sarstedt, and C. M. Ringle, “When to use and how to report the results of PLS-SEM,” Eur. Bus. Rev., vol. 31, no. 1, pp. 2–24, 2019.
J. F. H. Jr., L. M. Matthews, R. L. Matthews, and M. Sarstedt, “PLS-SEM or CB-SEM: updated guidelines on which method to use,” Int. J. Multivar. Data Anal., vol. 1, no. 2, p. 107, 2017, doi: 10.1504/IJMDA.2017.087624.
C. Fornell and D. F. Larcker, “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” J. Mark. Res., vol. 18, no. 1, pp. 39–50, Feb. 1981, doi: 10.1177/002224378101800104.
J. Henseler, C. M. Ringle, and M. Sarstedt, “A new criterion for assessing discriminant validity in variance-based structural equation modeling,” J. Acad. Mark. Sci., vol. 43, no. 1, pp. 115–135, Jan. 2015, doi: 10.1007/s11747-014-0403-8.
G. Soutar, M. Mcneil, and G. Maisey, “Community Satisfaction with Policing: The Western Australian Experience.,” Police J. Theory Pract. Princ., vol. 68, pp. 351-367., 1995, doi: https://doi.org/10.1177/0032258X9506800410.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Sugiarto Sugiarto, Gugun Geusan Akbar
This work is licensed under a Creative Commons Attribution 4.0 International License.
