Main Article Content
Measurement of public service satisfaction with government services serves as a valuable reflecting point for public officials to improve the public service quality. Pilgrimage to Mecca and Medina in Saudi Arabia is considered as a national duty and government responsibility in countries with a significant number of Muslim citizens. This article analyzes primary data from the 2019 national public service satisfaction survey on hajj-related services within Indonesian territory collected by the Ministry of Religious Affairs to examine variation across demographic backgrounds. 1,491 respondents participated in the survey representing individual appraisals toward various services during departure and returning phases. The main focus of investigation are the six selected service dimensions, namely, 1) Individual capability, 2) Ease of access to information, 3) Service procedures, 4) Speed of service, 5) Facilities and infrastructure, and 6) Cost-related perception. The results of regression analysis support diverse roles of demographic variables in explaining variance in public service satisfaction feedback. The empirical findings suggest that people with a higher-level education are more likely to experience less satisfaction. Meanwhile, females are likely to perceive higher satisfaction with the provided services than the males.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Author(s) who published in this journal agree to following terms:
- Authors understand and agree that copyright of manuscripts published are held by Al-Muzara'ah. The statement to release the copyright to Al-Muzara'ah is stated in form CTA (link doc).
- Copyright encompass exclusive rights to reproduce, to distribute, and to sell any part of the journal articles in all form and media.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA) where Authors and Readers can copy and redistribute the material in any medium or format, as well as remix, transform, and build upon the material for any purpose, but they must give appropriate credit (cite to the article or content), provide a link to the license, and indicate if changes were made. If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
Al-Qarni, A.A., Alsharqi, O.Z., Qalai, D.A. & Kadi, N. (2013). The impact of marketing mix strategy on hospitals performance measured by patient satisfaction: An empirical investigation on Jeddah private sector hospital senior managers perspective. International Journal of Marketing Studies, 5(6), 210-227.
Berry, L. L., Zeithaml, V. A. & Parasuraman, A. (1990). Five imperatives for improving service quality. MIT Sloan Management Review, 31(4), 29.
Brysland, A. & Curry, A. (2001). Service improvements in public services using SERVQUAL. Managing Service Quality: An International Journal.
Bouckaert, G., De Walle, S.V. & Kampen, J. K. (2005). Potential for comparative public opinion research in public administration. International Review of Administrative Sciences, 71(2), 229-240.
Christensen, T., Yamamoto, K. & Aoyagi, S. (2020). Trust in local government: Service satisfaction, culture, and demography. Administration & Society, 52(8), 1268-1296.
Collins, B. K., Kim, H. J., & Tao, J. (2019). Managing for citizen satisfaction: Is good not enough?. Journal of Public and Nonprofit Affairs, 5(1), 21-38.
De Walle, S.V. (2018). Explaining citizen satisfaction and dissatisfaction with public services. The Palgrave Handbook of Public Administration and Management in Europe, 227-241.
Donnelly, M., Wisniewski, M., Dalrymple, J. F. & Curry, A. C. (1995). Measuring service quality in local government: The SERVQUAL approach. International Journal of Public Sector Management.
Kampen, J. K., De Walle, S. V., & Bouckaert, G. (2006). Assessing the relation between satisfaction with public service delivery and trust in government. The impact of the predisposition of citizens toward government on evalutations of its performance. Public Performance & Management Review, 29(4), 387-404.
Kumaladewi, N., Anas, M., Ratnawati, S., Huda, M. Q. & Durachman, Y. (2017, August). Pilgrimage organizers monitoring system to improve umrah services (Case study: Sub directorate of umrah development of the ministry of religious affairs of the republic of Indonesia). In 5th International Conference on Cyber and IT Service Management (CITSM) (pp. 1-4). IEEE.
Martinović, M., Pavlić, I. & Šuman Tolić, M. (2017). Measurement of local public services' quality using SERVQUAL: The case of Dubrovnik. Ekonomska misao i praksa, (2), 593-610.
Ministry of Administrative Reform (2017). Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.
Ministry of Religious Affairs (2019). Executive Summary: Survei Kepuasan Pelayanan Haji Di Indonesia Tahun 2019H/2018M [Internet]. [accessed on 2019 Aug 24]. Retrieved from https://simlitbangdiklat.kemenag.go.id/simlitbang/spdata/upload/dokumen-penelitian/1557799413SURVEI_KEPUASAN_PELAYANAN_HAJI_DI_INDONESIA_TAHUN_2019H2018M.pdf.
Murtin, F., Fleischer, L., Siegerink, V., Aassve, A., Algan, Y., Boarini, R. & Kim, S. (2018). Trust and its determinants: Evidence from the Trustlab experiment.
Nicholls, J. A. F., Gilbert, G. R. & Roslow, S. (1998). Parsimonious measurement of customer satisfaction with personal service and the service setting. Journal of Consumer Marketing.
Nugraha, Y.D. & Widyaningsih, Y.A. (2021). The moderating role of gender and religiosity on the EMA model: an Indonesian Muslim pilgrim perspective. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-03-2020-0076.
Othman, B. A., Harun, A., De Almeida, N. M. & Sadq, Z. M. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of umrah travel services in Malaysia. Journal of Islamic Marketing.
Psomas, E., Bouranta, N., Koemtzi, M., & Keramida, E. (2020). Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers. The TQM Journal.
Radu, G., Radu, M., Condurache, A. & Purcărea, V. L. (2018). Managerial strategies and policies–Analysis of patient satisfaction based on demographic data. Journal of Medicine and Life, 11(3), 218.
Rouf, M. A., Kamal, M. & Iqbal, M. M. (2018). Customers' perception of service quality of banking sectors in Bangladesh. International Journal of Law and Management.
Setiawan, M. H. (2019). Jamaah Haji Naik 4,96%, Jumlah Total Capai 2,4 Juta Lebih [Internet]. [accessed on 2019 Aug 24]. Retrieved from https://www.jawapos.com/nasional/24/08/2019/jamaah-haji-naik-496-persen-jumlah-total-capai-24-juta-lebih/.
Shockley-Zalabak, P. S., Morreale, S. & Hackman, M. (2010). Building the High-Trust Organization: Strategies for Supporting Five Key Dimensions of Trust. Hoboken (US), John Wiley & Sons.
Tjiptono, F., & Chandra, G. (2005). Service, Quality dan Satisfaction. Yogyakarta (ID), Andi Offset.
Tjiptono, F. (2002). Strategi Pemasaran. Yogyakarta (ID), Andi Offset.
Vigoda‐Gadot, E. & Yuval, F. (2003). Managerial quality, administrative performance and trust in governance revisited: A follow‐up study of causality. International Journal of Public Sector Management.
Yang, K. & Holzer, M. (2006). The performance–trust link: Implications for performance measurement. Public Administration Review, 66(1), 114-126.
Young, G. J., Meterko, M. & Desai, K. R. (2000). Patient satisfaction with hospital care: effects of demographic and institutional characteristics. Medical Care, 325-334.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. New York (US), McGraw-Hill Education.