Not Just Outcomes: Why the Process Experience Determines Public Satisfaction at Public Service Malls
DOI:
https://doi.org/10.30737/ekonika.v11i2.7653Keywords:
Process quality, Outcome quality, Perceived public value, Citizen satisfaction, Public Service MallAbstract
The physical availability of Public Service Malls (MPP) does not automatically guarantee public satisfaction, making it important to understand the actual factors that shape it. This study aims to examine the influence of public service quality, consisting of process quality and outcome quality, on public satisfaction through the mediation of perceived public value, while also testing the direct paths of both dimensions. The research adopts a quantitative approach with a cross-sectional survey design involving 202 users of the MPP Among Warga Kota Batu services, selected via purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that both process quality and outcome quality have a positive effect on perceived public value, and perceived public value is the strongest predictor of public satisfaction. Process quality has a direct effect on satisfaction, whereas outcome quality does not. The main finding lies in the asymmetry of the mediation role: perceived public value partially mediates process quality, but fully mediates outcome quality. This result confirms that the mediating role of perceived public value is not uniform but depends on the quality dimension in question. This study contributes to the public value literature by validating an integrative model that combines mediation and direct paths, and also provides practical guidance for MPP managers to prioritize the quality of the service process experience.
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