The Role of Regional House of Representatives Performance and Stakeholder Role on Community Satisfaction Through Service Quality as A Mediating Variable in Kolaka Regency
Keywords:
Community Satisfaction, DPRD Performance, Stakeholder Roles, Service QualityAbstract
This study examines the influence of the performance of the Regional House of Representatives (Dewan Perwakilan
Rakyat Daerah/DPRD) and stakeholder roles on community satisfaction through service quality as a mediating variable
in Kolaka Regency. The research is driven by the need to improve public service quality as an indicator of effective
local governance and in response to increasing public demand for transparent and responsive services. A quantitative
approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS) was employed. Primary data were
collected through questionnaires distributed to 399 public service recipients selected using purposive sampling. Data
analysis included evaluation of the measurement model (outer model) to assess validity and reliability, and the
structural model (inner model) to test hypothesized relationships and the mediating role of service quality. The results
indicate that DPRD performance and stakeholder roles have positive and significant effects on both service quality and
community satisfaction. Service quality also has a positive and significant effect on community satisfaction. Mediation
analysis confirms that service quality significantly mediates the relationship between DPRD performance, stakeholder
roles, and community satisfaction. The coefficient of determination shows that the model has strong predictive
capability. These findings highlight the importance of synergy between the DPRD, stakeholders, and service providers
to enhance service quality and ultimately improve community satisfaction. The study contributes to public
administration literature and offers practical recommendations for local governments in developing more effective and
citizen-oriented public service policies.
References
Bryson, J. M. (2004). What to do when stakeholders matter: Stakeholder identification and analysis techniques. Public
Management Review, 6(1), 21–53.
Budiardjo, M. (2015). Dasar-dasar ilmu politik. Jakarta: Gramedia Pustaka Utama.
Clarkson, M. B. E. (1995). A stakeholder framework for analyzing and evaluating corporate social performance.
Academy of Management Review, 20(1), 92–117.
Donaldson, T., & Preston, L. E. (1995). The stakeholder theory of the corporation: Concepts, evidence, and implications.
Academy of Management Review, 20(1), 65–91.
Dwiyanto, A. (2006). Mewujudkan good governance melalui pelayanan publik. Yogyakarta: Gadjah Mada University
Press.
Freeman, R. E. (1984). Strategic management: A stakeholder approach. Boston: Pitman.
Kotler, P. (2000). Marketing management (10th ed.). Upper Saddle River, NJ: Prentice Hall.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
LAN RI. (2020). Pedoman evaluasi kinerja instansi pemerintah. Jakarta: Lembaga Administrasi Negara Republik
Indonesia.
Moenir. (2010). Manajemen pelayanan umum di Indonesia. Jakarta: Bumi Aksara.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer
perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Ratminto, & Winarsih, A. S. (2016). Manajemen pelayanan: Pengembangan model konseptual, penerapan citizen’s
charter dan standar pelayanan minimal. Yogyakarta: Pustaka Pelajar.
Reed, M. S., et al. (2009). Who’s in and why? A typology of stakeholder analysis methods for natural resource
management. Journal of Environmental Management, 90(5), 1933–1949.
Undang-Undang Nomor 23 Tahun 2014 tentang Pemerintahan Daerah.
Wibowo. (2019). Manajemen kinerja (5th ed.). Jakarta: Rajawali Pers.
Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus across the firm (3rd ed.).
McGraw-Hill.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 International Association of Management and Human Resource Development
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
