IRCI Article ID: IRCI-AR-0000000098

Drive Thru Administration Service Satisfaction Model on the Impact COVID-19, New Normal Policies, and Public Service Facilities

Authors:

Galuh Setyawati Setyawati, Galuh Rojuaniah Rojuaniah Rojuaniah, Rojuaniah

Journal: International Journal of Economics, Management and Accounting (IJEMA)

Publication: 2024-03-16 · Vol. 1 No. 10 · pp. 785–798

DOI: 10.47353/ijema.v1i10.111

Cite this article

Citation

Choose a citation style or copy BibTeX for your reference manager.

Style

View Original Publication

Abstract

The COVID-19 pandemic is a global threat to public health that causes economic disruption, this also has an impact on the government sector, especially public administration services. Public service facilities play an important role in the human resource strategy that can be implemented by the UP PKB DKI Jakarta transportation office by providing good available facilities to provide service satisfaction for the community. The purpose of this study was to improve the quality of services to the community during the COVID-19 pandemic. This type of research is quantitative with Purposive Sampling technique which is distributed through questionnaires to 105 respondents of the KIR test at the UP PKB DKI Jakarta transportation office aged 18-55 years and located in the DKI West Jakarta area. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of the study obtained H1: The impact of COVID-19 has a positive effect on service satisfaction, H2: New Normal Policy has a positive effect on service satisfaction, H3: Public Service Facilities have a positive effect on service satisfaction, H4: The impact of COVID-19 has a positive effect on the New Normal Policy, H5: The New Normal Policy has a positive effect on Public Service Facilities. This research contributes to the UP PKB DKI Jakarta transportation office in maintaining and improving service satisfaction. It can be seen from several factors formed from community complaints to be evaluated optimally and measurably. For further research, researchers suggest being able to expand the research area and look for objects in other fields.

0
IRCI Cited By

66
Indexed References

References

DOI: 10.5267/j.msl.2018.11.004

DOI: 10.1515/eplj-2019-0015

DOI: 10.1051/rees/2021011

DOI: 10.20867/thm.28.1.3

DOI: 10.1016/S0140-6736(20)30460-8

DOI: 10.3390/ijerph182413281

DOI: 10.3390/admsci12010035

DOI: 10.1377/hlthaff.2020.00608

DOI: 10.2147/PPA.S276254

DOI: 10.1016/j.jairtraman.2021.102022

DOI: 10.46930/ojsuda.v28i2.650

DOI: 10.54367/jrkms.v3i2.824

DOI: 10.3390/info13050254

DOI: 10.3390/socsci11020072

DOI: 10.3390/foods11010064

DOI: 10.47467/alkharaj.v3i2.187

DOI: 10.1371/journal.pone.0272321

DOI: 10.3390/su14095628

DOI: 10.36497/jri.v40i2.101

DOI: 10.1016/j.jcrimjus.2020.101692

DOI: 10.22146/jieb.59810

DOI: 10.1080/23311975.2021.1906492

DOI: 10.30656/sawala.v9i2.3761

DOI: 10.1016/j.pdisas.2020.100090

DOI: 10.1016/j.ajic.2021.10.022

DOI: 10.30892/gtg.40123-819

DOI: 10.1080/00273171.2015.1022644

DOI: 10.1016/j.smhl.2021.100218

DOI: 10.3389/fpubh.2020.00426

DOI: 10.3390/su14063401

DOI: 10.33592/jiia.v10i2.840

DOI: 10.3390/f13071005

DOI: 10.1051/shsconf/20219201059