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Assessing Public Service Level: Evidence from Ngawi Regency In 2024

Efficient: Indonesian Journal of Development Economics · Vol. 8 No. 1 (2025) · hlm. 38–47

DOI
10.15294/efficient.v8i1.20118
ISSN
2655-318X, 2655-6197
Terbit
2025-01-11
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

Public service measurement constitutes a follow-up to the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017, serving as a metric for evaluating public performance and the governance thereof. The present study employs a multifaceted approach to assess the quality of public services in Ngawi Regency during the year 2024, utilising a combination of index and analytic hierarchy process methodologies. The respondent was set using purposive sampling method covers 500 individuals and 13 local apparatuses of Ngawi Regency. The findings reveal that the indexes of public service in public service malls at the regency and sub-district levels were 83.33 and 82.59 respectively. The priority factor values that constitute public service in sequence are as follows: reliability (0.206), tangibility (0.179), empathy (0.165), assurance (0.154), responsiveness (0.152), and general (0.144). Consequently, the Ngawi Regency Government can leverage online services to enhance public services and prioritise the factors contributing to the public service index.

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  • Universitas Bina Darma
  • Diponegoro University
  • Al Zawiya University
  • INTI International University
  • State University of Semarang
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Rekan penulisOrganisasiArtikel bersama
Basem Elmukhtar ErtimiAl Zawiya University2
Emi WidiyantiSebelas Maret University2
Deshinta Arrova DewiINTI International University1
Sunda ArianaUniversitas Bina Darma1
Sulaiman HelmiUniversitas Bina Darma1
Mashal AlqudahAfiliasi tidak diketahui1
Rizqi Ulfa NurlailiSebelas Maret University1
Vita Kartika SariSebelas Maret University1
Phany Ineke PutriState University of Semarang1
Heru IriantoSebelas Maret University1
Prahastiwi UtariSebelas Maret University1
Dwiningtyas PadmaningrumSebelas Maret University1
Suminah SuminahSebelas Maret University1
Khairullah KhairullahUniversitas Ahmad Dahlan1
Yunastiti PurwaningsihSebelas Maret University1
H. HariniSebelas Maret University1
Waridin WaridinDiponegoro University1
Atika DzulkhijianaDiponegoro University1
Luthfiana Aprilianita SariUniversitas Airlangga1
Eva MelvaUniversitas Airlangga1
Sonia AldilametaUniversitas Airlangga1
Nina Nurmalia DewiUniversitas Airlangga1
Sulastri ArsadUniversity of Brawijaya1
Wan Maznah Wan OmarUniversiti Sains Malaysia1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/efficient/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Assessing Public Service Level: Evidence from Ngawi Regency In 2024</dc:title>
	<dc:creator xml:lang="en">Cahyadin, Malik</dc:creator>
	<dc:creator xml:lang="en">Mafruhah, Izza </dc:creator>
	<dc:creator xml:lang="en">Ismoyowati, Dewi </dc:creator>
	<dc:creator xml:lang="en">Hasana, Nurul </dc:creator>
	<dc:creator xml:lang="en">Istiqomah, Nurul </dc:creator>
	<dc:subject xml:lang="en">Public Service</dc:subject>
	<dc:subject xml:lang="en">Index</dc:subject>
	<dc:subject xml:lang="en">AHP</dc:subject>
	<dc:description xml:lang="en">Public service measurement constitutes a follow-up to the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017, serving as a metric for evaluating public performance and the governance thereof. The present study employs a multifaceted approach to assess the quality of public services in Ngawi Regency during the year 2024, utilising a combination of index and analytic hierarchy process methodologies. The respondent was set using purposive sampling method covers 500 individuals and 13 local apparatuses of Ngawi Regency. The findings reveal that the indexes of public service in public service malls at the regency and sub-district levels were 83.33 and 82.59 respectively. The priority factor values that constitute public service in sequence are as follows: reliability (0.206), tangibility (0.179), empathy (0.165), assurance (0.154), responsiveness (0.152), and general (0.144). Consequently, the Ngawi Regency Government can leverage online services to enhance public services and prioritise the factors contributing to the public service index.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2025-01-11</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/efficient/article/view/20118</dc:identifier>
	<dc:identifier>10.15294/efficient.v8i1.20118</dc:identifier>
	<dc:source xml:lang="en">Efficient: Indonesian Journal of Development Economics; Vol. 8 No. 1 (2025); 38-47</dc:source>
	<dc:source>2655-318X</dc:source>
	<dc:source>2655-6197</dc:source>
	<dc:source>10.15294/w2349t63</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/efficient/article/view/20118/4767</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Efficient: Indonesian Journal of Development Economics</dc:rights>
</oai_dc:dc>