Pengaruh Kualitas dan Integritas Pelayanan terhadap Kepuasan Pemangku Kepentingan pada KPPN Kupang
DOI:
https://doi.org/10.37481/jmeb.v6i3.2160Keywords:
Service Quality, Service Integrity, Stakeholder Satisfaction, Public Service, State Treasury Service Office (KPPN)Abstract
Public sector organizations are expected to deliver high-quality services while maintaining integrity to enhance stakeholder satisfaction and strengthen public trust. As a frontline government institution responsible for state treasury services, the State Treasury Service Office (KPPN) Kupang must ensure that its service quality and integrity consistently meet stakeholders’ expectations. This study aims to examine the effects of service quality and service integrity on stakeholder satisfaction at KPPN Kupang. A quantitative research approach employing a survey method was adopted. Primary data were collected through questionnaires distributed to 134 respondents representing partner government work units served by KPPN Kupang. The collected data were analyzed using multiple linear regression with Stata software. Prior to hypothesis testing, the data satisfied all classical assumption tests, including validity, reliability, normality, multicollinearity, and heteroscedasticity, indicating that the dataset was appropriate for statistical analysis. The findings reveal that stakeholder satisfaction is significantly influenced by both service quality and service integrity. Professional, responsive, and reliable service delivery, combined with honesty, accountability, and consistency in performing public duties, contributes substantially to higher stakeholder satisfaction. These findings suggest that public organizations should strengthen service professionalism and ethical values to improve stakeholder trust, satisfaction, and long-term relationships, thereby supporting the effectiveness and sustainability of public service delivery.
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