From Bureaucracy to Service Excellence: An Empirical Study of Customer Satisfaction at Bukittinggi City Samsat

DOI

10.2991/978-2-38476-517-1_16How to use a DOI?

Keywords

professionalism; service quality; customer satisfaction; bukittinggi; samsat

Abstract

Customer satisfaction is a crucial indicator of public service performance, yet there is limited research on the integrated effects of professionalism, service delivery, and service quality on customer satisfaction in the context of developing countries. This study aims to bridge this gap by examining these relationships at the Bukittinggi City Samsat Office in Indonesia, which provides essential services related to vehicle registration and taxation. Drawing on the service quality literature, it is hypothesized that professionalism, service delivery, and service quality have direct and indirect effects on customer satisfaction. A quantitative approach was employed, involving a survey of 100 randomly selected taxpayers. Path analysis reveals that professionalism (β = 0.263, p < 0.01), service delivery (β = 0.330, p < 0.01), and service quality (β = 0.334, p < 0.001) have significant direct effects on customer satisfaction, with service quality exhibiting the strongest influence. Additionally, professionalism and service delivery indirectly affect customer satisfaction through their impact on service quality. These findings highlight the importance of fostering professionalism, efficient service delivery, and high-quality service to enhance customer satisfaction in public service organizations. The study extends the literature by providing empirical evidence from an Indonesian public service context and offers practical implications for public service managers and policymakers seeking to improve public service performance and customer satisfaction.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Muhammad Naufal Rajif
AU  - Dasman Lanin
AU  - Nindi Riyan Gustin
PY  - 2025
DA  - 2025/12/24
TI  - From Bureaucracy to Service Excellence: An Empirical Study of Customer Satisfaction at Bukittinggi City Samsat
BT  - Proceedings of the Borobudur Conference on Public Administration (BCPA 2025)
PB  - Atlantis Press
SP  - 178
EP  - 190
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-517-1_16
DO  - 10.2991/978-2-38476-517-1_16
ID  - Rajif2025
ER  -