The Role of Professional Ethics in Moderating the Influence of Service Quality and Perceived Procedural Justice on Public Satisfaction at the Central Java Provincial Election Commission
Abstract
This study aims to analyze the effect of service quality and perceived procedural justice on public satisfaction, with professional ethics as a moderating variable at the Provincial Election Commission (KPU) of Central Java. This research employs a quantitative approach using a survey method involving 312 respondents who have received services from the KPU of Central Java, selected through a two-stage random sampling technique. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Square (SmartPLS) to test the validity and reliability of the model as well as the relationships among variables. The results indicate that service quality has a positive and significant effect on public satisfaction, and perceived procedural justice also demonstrates a positive and significant influence. Furthermore, professional ethics is proven to act as a moderating variable that strengthens the relationship between service quality and public satisfaction, as well as between perceived procedural justice and public satisfaction. These findings suggest that improving public satisfaction is not solely determined by technical aspects of service delivery and procedural fairness, but also by the integrity and professionalism of service providers. Theoretically, this study reinforces the relevance of Expectancy Disconfirmation Theory, SERVQUAL theory, and procedural justice theory in the context of public service, while also highlighting the importance of professional ethics as an enhancing factor in the public satisfaction model. Practically, the findings imply that the KPU of Central Java needs to manage service quality, ensure procedural fairness, and strengthen the internalization of professional ethics in an integrated manner to enhance public satisfaction and trust. This study also provides recommendations for future research to develop a more comprehensive model using diverse methodological approaches.
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DOI: https://dx.doi.org/10.30659/jrbi.v23i2.52839
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