The Effect of Public Service Effectiveness and Efficiency on Public Satisfaction in Using The Permen Manis Website In Bandar Lampung City (Study on Postgraduate Students of Bandar Lampung University in 2025)
Keywords:
Effectiveness; Efficiency; Community Satisfaction; E-government; Public Service
Abstract
This study aims to analyze the effect of effectiveness and efficiency of public services on community satisfaction in using the Permen Manis Website in Bandar Lampung City. The main problem addressed is the suboptimal performance of digital public services in meeting community expectations despite the implementation of e-government. This research employs a quantitative approach using a survey method involving 130 postgraduate students of the University of Bandar Lampung in 2025. Data were collected through Likert-scale questionnaires and analyzed using multiple linear regression with SPSS. The results indicate that service effectiveness has a positive and significant effect on community satisfaction, while service efficiency does not have a significant partial effect. However, simultaneously, effectiveness and efficiency significantly influence community satisfaction. These findings suggest that community satisfaction is more strongly influenced by the ability of services to achieve objectives and meet user needs rather than efficiency alone. Therefore, improving digital public service quality should prioritize enhancing service effectiveness supported by optimal system efficiency.
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Akbar, T. (2019). Study of bank profitability performance from the perspective of commercial banks based on business activities (BUKU).
Amruddin, S. (2022). Quantitative research methodology.
Atmaja, J. (2018). Service quality and customer satisfaction towards loyalty at Bank BJB. Jurnal Ecodemica, 2(1).
Barusman, ARP (2019). The effect of security, service quality, operations and information management, reliability & trustworthiness on e-loyalty moderated by customer satisfaction on the online shopping website. International Journal of Supply Chain Management, 8(6), 586–594.
Barusman, ARP (2024). What do service quality, perceived value, and customer trust have to do with customer loyalty for Go-Food users in the Gojek app? Using customer satisfaction as a moderator (Case study on students of the Faculty of Economics and Business University of Bandar Lampung). Kurdish Studies, 12(2), 699–723.
Eichhorn, P., & Towers, I. (2018). Principles of management: Efficiency and effectiveness in the private and public sectors. Springer International Publishing.
Fakhri Ramadhan, M., Siroj, RA, & Afgani, MW (2024). Validity and reliability. Journal on Education, 6(2), 10967–10975.
Filipe Sá, F., Rocha, Á., & Pérez Cota, M. (2016). From the quality of traditional services to the quality of local e-government online services: A literature review. Government Information Quarterly, 33(1), 149–160. https://doi.org/10.1016/j.giq.2015.07.004
Ghozali, I. (2018). Multivariate analysis application with IBM SPSS program. Semarang: Diponegoro University Publishing Agency.
Hair, JF, Black, WC, Babin, BJ, & Anderson, RE (2010). Multivariate data analysis. Pearson Education.
Karim, N., Hendriyaldi, H., & Rohayati, W. (2020). Analysis of public satisfaction with services through e-service quality in Jambi City. Publika: Journal of Public Administration Science, 6(2), 135–150. https://doi.org/10.25299/jiap.2020.vol6(2).5964
Kasmir. (2017). Excellent customer service. Depok: PT RajaGrafindo Persada.
Lenak, SMC, Sumampow, I., & Waworundeng, W. (2021). Effectiveness of public services through the implementation of electronic government at the Tomohon City Education Office. Journal of Governance, 1(1).
Mesiono. (2018). Principal management in realizing effective and efficient schools. Yogyakarta: Faculty of Islamic Education and Teacher Training, UIN Sunan Kalijaga.
Nada, AQ (2025). Effectiveness of population administration services through the online One Anniversary (SAHAJA) application at the Population and Civil Registration Service of Kediri Regency.
Nam, T. (2019). Does e-government increase effectiveness and efficiency? Examining the cross-national effect. Journal of Global Information Management.
Nguyen, TT, Phan, DM, Le, AH, & Nguyen, LTN (2021). Measuring citizens' satisfaction when using e-government online public services: Lessons from Vietnam. Journal of Contemporary Issues in Business and Government, 27(2). https://doi.org/10.47750/cibg.2021.27.02.118
Regulation of the Minister of Home Affairs of the Republic of Indonesia Number 7 of 2019 concerning Online Population Administration Services. (2019). Retrieved from https://www.peraturan.go.id
Pramuditha, R., Muhafidin, D., Sumaryana, A., & Susanti, E. (2024). Exploring the impact of e-government service quality on citizen satisfaction and trust: Evidence from population administration services. Journal of Logistics, Informatics and Service Science, 11(8), 283–302. https://doi.org/10.33168/JLISS.2024.0817
Rahmatullah, R., Habibi, A., Khaeruddin, K., Yaqin, L.N., Alharmali, T.M., Fauzee, M.S.O., & Mahat, J. (2025). A study of user satisfaction and net benefits in Indonesia through the DeLone and McLean Model for e-government success. Discover Sustainability, 6(1). https://doi.org/10.1007/s43621-025-01645-4
Sekaran, U., & Bougie, R. (2016). Research methods for business. Wiley.
Semil, N. (2018). Excellent service from government agencies. Jakarta: Prenadamedia Group.
Siwi, TPU, & Nawawi, Z. (2023). Building citizen satisfaction towards e-government services: A conceptual framework. Journal of Public Service Management, 6(2), 253. https://doi.org/10.24198/jmpp.v6i2.46471
Skordoulis, M., Alasonas, P., & Pekka-Economou, V. (2017). E-government services quality and citizens' satisfaction: A multi-criteria satisfaction analysis of TAXISnet information system in Greece, 22.
Sugiyono. (2019). Quantitative research methods. Bandung: Alfabeta.
Tuuk, JF, & Sepang, JL (2019). The influence of services, products, and company image on the satisfaction of Toyota brand car customers in Manado. EMBA Journal, 7(4), 4710–4719.
Wijayanti. (2017). The effect of service quality on satisfaction in increasing loyalty with price as a moderating variable.
Yanti, W. (2025). Analysis of public satisfaction with services in using the SIPADUKO application at the Population and Civil Registration Service of Jambi City.
Published
2026-04-21
How to Cite
Ricky Andre Yudistira, & Andala Rama Putra Barusman. (2026). The Effect of Public Service Effectiveness and Efficiency on Public Satisfaction in Using The Permen Manis Website In Bandar Lampung City (Study on Postgraduate Students of Bandar Lampung University in 2025). International Journal of Education, Vocational and Social Science , 5(02), 409-421. https://doi.org/10.63922/ijevss.v5i02.3230
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