Effectiveness of Public Service Policy Implementation: Analysis of Service Quality Influence on Fish Farmers' Satisfaction with Trust Mediation at UPTD BBIAT Pekalongan
DOI:
https://doi.org/10.62951/ijsw.v3i2.596Keywords:
New Public Service, Policy Implementation Effectiveness, Public Service, Service Quality, TrustAbstract
This study aims to analyze the effectiveness of public service policy implementation at the Regional Technical Implementation Unit of the Freshwater Fish Cultivation Center (UPTD BBIAT) in Pekalongan Regency, focusing on the influence of service quality on fish farmers' satisfaction mediated by trust. The research employs a mixed-methods approach with a concurrent embedded design, combining a survey of 40 fish farmers and in-depth interviews with 5 key informants from the UPTD and Agency levels, along with observation and document analysis. The theoretical framework is built on New Public Service Theory, Policy Implementation Theory, and the SERVQUAL, trust, and public satisfaction concepts. The research findings indicate that all three variables are in the high category with robust and significant positive correlations: service quality with trust, service quality with satisfaction, and trust with satisfaction. Trust has been shown to play a strong mediating role in the relationship between service quality and fish farmers' satisfaction. The assurance and empathy dimensions are the strengths of UPTD BBIAT, while tangibles and reliability require improvement through infrastructure modernization and enhanced consistency in seed availability. Theoretically, this research confirms the applicability of the SERVQUAL model and trust theory in the context of public services in the fisheries sector. In practice, it provides strategic recommendations to improve policy implementation effectiveness through infrastructure strengthening, human resource development, service digitalization, and enhanced institutional coordination.
Downloads
References
Badan Perencanaan Pembangunan Daerah Kabupaten Pekalongan. (2023). Laporan evaluasi kinerja pelayanan publik Kabupaten Pekalongan tahun 2023. Pemerintah Kabupaten Pekalongan.
Badan Pusat Statistik Kabupaten Pekalongan. (2024). Kabupaten Pekalongan dalam angka 2024. BPS Kabupaten Pekalongan.
Bazeley, P., & Jackson, K. (2013). Qualitative data analysis with NVivo (2nd ed.). SAGE Publications.
Bowen, G. A. (2009). Document analysis as a qualitative research method. Qualitative Research Journal, 9(2), 27–40. https://doi.org/10.3316/QRJ0902027
Boyne, G. A. (2003). Sources of public service improvement: A critical review and research agenda. Journal of Public Administration Research and Theory, 13(3), 367–394. https://doi.org/10.1093/jopart/mug027
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
Cameron, K. S. (1986). Effectiveness as paradox: Consensus and conflict in conceptions of organizational effectiveness. Management Science, 32(5), 539–553. https://doi.org/10.1287/mnsc.32.5.539
Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O. L. H., & Ng, K. Y. (2001). Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425–445. https://doi.org/10.1037/0021-9010.86.3.425
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE Publications.
Creswell, J. W., & Plano Clark, V. L. (2011). Designing and conducting mixed methods research (2nd ed.). SAGE Publications.
Deming, W. E. (1986). Out of the crisis. MIT Press.
Denhardt, J. V., & Denhardt, R. B. (2003). The new public service: Serving, not steering. M.E. Sharpe.
Denhardt, J. V., & Denhardt, R. B. (2007). The new public service: Serving, not steering (Expanded ed.). M.E. Sharpe.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service: Serving, not steering (4th ed.). Routledge. https://doi.org/10.4324/9781315709765
Denzin, N. K. (1978). The research act: A theoretical introduction to sociological methods (2nd ed.). McGraw-Hill.
Dinas Kelautan dan Perikanan Kabupaten Pekalongan. (2023). Laporan kinerja Dinas Kelautan dan Perikanan Kabupaten Pekalongan tahun 2023. Pemerintah Kabupaten Pekalongan.
Dwiyanto, A. (2017). Manajemen pelayanan publik: Peduli, inklusif, dan kolaboratif (2nd ed.). Gadjah Mada University Press.
Edwards III, G. C. (1980). Implementing public policy. Congressional Quarterly Press.
Fetters, M. D., Curry, L. A., & Creswell, J. W. (2013). Achieving integration in mixed methods designs: Principles and practices. Health Services Research, 48(6), 2134–2156. https://doi.org/10.1111/1475-6773.12117
Field, A. (2013). Discovering statistics using IBM SPSS statistics (4th ed.). SAGE Publications.
Fukuyama, F. (1995). Trust: The social virtues and the creation of prosperity. Free Press.
Grimmelikhuijsen, S. G. (2012). Linking transparency, knowledge, and citizen trust in government: An experiment. International Review of Administrative Sciences, 78(1), 50–73. https://doi.org/10.1177/0020852311429667
Guetterman, T. C., Fetters, M. D., & Creswell, J. W. (2015). Integrating quantitative and qualitative results in health science mixed methods research through joint displays. Annals of Family Medicine, 13(6), 554–561. https://doi.org/10.1370/afm.1865
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis (7th ed.). Pearson Education.
James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19(1), 107–123. https://doi.org/10.1093/jopart/mum034
Johnson, R. B., & Onwuegbuzie, A. J. (2004). Mixed methods research: A research paradigm whose time has come. Educational Researcher, 33(7), 14–26. https://doi.org/10.3102/0013189X033007014
Kelly, J. M., & Swindell, D. (2002). A multiple-indicator approach to municipal service evaluation. Public Administration Review, 62(5), 610–621. https://doi.org/10.1111/1540-6210.00241
Kementerian Kelautan dan Perikanan. (2024). Laporan kinerja Kementerian Kelautan dan Perikanan tahun 2023. Kementerian Kelautan dan Perikanan Republik Indonesia.
Kim, S., Lee, J., & Yu, K. (2009). Corporate culture and organizational performance. Journal of Managerial Psychology, 19(4), 340–359. https://doi.org/10.1108/02683940410537927
Kvale, S., & Brinkmann, S. (2009). InterViews: Learning the craft of qualitative research interviewing (2nd ed.). SAGE Publications.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. SAGE Publications.
Lipsky, M. (2010). Street-level bureaucracy: Dilemmas of the individual in public services (30th anniversary expanded ed.). Russell Sage Foundation.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/10.2307/258792
Moore, M. H. (1995). Creating public value: Strategic management in government. Harvard University Press.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company. Oxford University Press. https://doi.org/10.1093/oso/9780195092691.001.0001
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). McGraw-Hill.
Oates, W. E. (1999). An essay on fiscal federalism. Journal of Economic Literature, 37(3), 1120–1149. https://doi.org/10.1257/jel.37.3.1120
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.
Osborne, D., & Gaebler, T. (1992). Reinventing government. Addison-Wesley.
Osborne, D., & Plastrik, P. (1997). Banishing bureaucracy. Addison-Wesley.
Pallant, J. (2016). SPSS survival manual (6th ed.). McGraw-Hill Education.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL. Journal of Retailing, 64(1), 12–40.
Patton, M. Q. (2015). Qualitative research and evaluation methods (4th ed.). SAGE Publications.
Perry, J. L., & Wise, L. R. (1990). The motivational bases of public service. Public Administration Review, 50(3), 367–373. https://doi.org/10.2307/976618
Robbins, S. P., & Coulter, M. (2018). Management (14th ed.). Pearson Education.
Robbins, S. P., & Judge, T. A. (2017). Organizational behavior (17th ed.). Pearson Education.
Roscoe, J. T. (1975). Fundamental research statistics for the behavioral sciences (2nd ed.). Holt, Rinehart and Winston.
Senge, P. M. (1990). The fifth discipline. Doubleday.
Smoke, P. (2015). Rethinking decentralization. Public Administration and Development, 35(2), 97–112. https://doi.org/10.1002/pad.1703
Suchman, M. C. (1995). Managing legitimacy. Academy of Management Review, 20(3), 571–610. https://doi.org/10.2307/258788
Thibaut, J., & Walker, L. (1975). Procedural justice. Lawrence Erlbaum Associates.
Tschannen-Moran, M., & Hoy, W. (2000). A multidisciplinary analysis of trust. Review of Educational Research, 70(4), 547–593. https://doi.org/10.3102/00346543070004547
United Nations Development Programme. (1997). Governance for sustainable human development. UNDP.
Van de Walle, S., & Bouckaert, G. (2003). Public service performance and trust. International Journal of Public Administration, 26(8–9), 891–913. https://doi.org/10.1081/PAD-120019352
Van Meter, D. S., & Van Horn, C. E. (1975). The policy implementation process. Administration & Society, 6(4), 445–488. https://doi.org/10.1177/009539977500600404
Vigoda-Gadot, E., & Yuval, F. (2003). Managerial quality and trust in governance. Australian Journal of Public Administration, 62(3), 12–25. https://doi.org/10.1046/j.1467-8500.2003.00333.x
Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing (3rd ed.). McGraw-Hill.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). Behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service. Free Press.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 International Journal of Social Welfare and Family Law
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
