Influence of Servant Leadership and Facilities on Public Satisfaction with Service Innovation as Mediating Variable
Keywords:
Public Satisfaction, Public Services, Servant Leadershi, Service InnovationAbstract
This study examines the impact of servant leadership and facilities on public satisfaction, with service innovation serving as a mediating variable in the context of public services across Jember Regency. Utilizing a quantitative research design, data were collected from government officials and community members who engaged in barcode-based correspondence services. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate the relationships between servant leadership, facilities, service innovation, and public satisfaction. Results indicate that both servant leadership and facilities have a direct positive influence on public satisfaction. Additionally, service innovation significantly mediates these relationships, enhancing service efficiency, accessibility, and transparency. The findings are aligned with the Disconfirmation of Expectations Theory and Service-Dominant Logic (SDL), which suggest that satisfaction is achieved when service delivery meets or exceeds public expectations and facilitates value co-creation. This study highlights the importance of a leadership style focused on community needs, investment in quality facilities, and fostering a culture of continuous innovation. Based on these insights, recommendations include training programs to promote servant leadership, infrastructure investment to support modern service delivery, and emphasis on integrating digital tools for transparent
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