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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) · pp. 38–47

DOI
10.15294/efficient.v8i1.20118
ISSN
2655-318X, 2655-6197
Published
2025-01-11
Publisher
Universitas Negeri Semarang
Language
eng

Abstract

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.

Keywords

Collaboration network of the authors

40 authors · 86 co-authorship links · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Sebelas Maret University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Basem ErtimiAffiliation unknown2
Emi WidiyantiAffiliation unknown2
Yunastiti PurwaningsihAffiliation unknown2
Vita Kartika SariAffiliation unknown1
Phany Ineke PutriAffiliation unknown1
Putri Ayu WulandariAffiliation unknown1
Nandhyra Syafa Nur AisyahAffiliation unknown1
Najwa Iqlima Azalia BuchoriAffiliation unknown1
Katlea HardisafitriAffiliation unknown1
Heru IriantoAffiliation unknown1
Abdul KadirUniversitas Halu Oleo1
Khoirul AnamAffiliation unknown1
Nasrulloh NasrullohAffiliation unknown1
Dewi MayaningsihAffiliation unknown1
Diah Siti SadiahAffiliation unknown1
Eneng NuraeniAffiliation unknown1
Syamsul FalahAffiliation unknown1
Mustopa MustopaAffiliation unknown1
Enceng Arif FaizalAffiliation unknown1
Dadang SyaripudinAffiliation unknown1
Wahyudin DarmalaksanaAffiliation unknown1
Naan NaanAffiliation unknown1
Fenny FatrianyAffiliation unknown1
Sheila Kusuma Wardani AmnestiAffiliation unknown1
Siti ZulaichahAffiliation unknown1
Prahastiwi UtariSebelas Maret University1
Dwiningtyas PadmaningrumAffiliation unknown1
Suminah SuminahAffiliation unknown1
Sutomo SutomoAffiliation unknown1
Khresna Bayu SangkaAffiliation unknown1
Tulus HaryonoAffiliation unknown1
Catur SugiartoAffiliation unknown1
Astri SuryantiAffiliation unknown1
Sri Hestiningsih WidiyantiAffiliation unknown1
Khairullah KhairullahAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/efficient/oai, first harvested 5 Nov 2026, last seen 8 Nov 2026.
Original metadata (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>
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	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
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	<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>
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