DETERMINASI FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP KINERJA UPT PSBP PROVINSI JAWA TIMUR
Abstract
Kepuasan konsumen terhadap layanan publik menjadi indikator penting dalam menilai efektivitas kinerja lembaga pemerintah. Dalam praktiknya, layanan sertifikasi benih oleh UPT PSBP Provinsi Jawa Timur masih menghadapi berbagai kendala seperti keterlambatan pelayanan, ketidakjelasan biaya, dan manfaat ekonomi yang belum dirasakan optimal. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi tingkat kepuasan konsumen terhadap kinerja Unit Pelaksana Teknis Pengawasan dan Sertifikasi Benih Perkebunan Provinsi Jawa Timur. Penelitian ini menggunakan pendekatan kuantitatif eksplanatori dengan metode Structural Equation Modeling berbasis Partial Least Squares (PLS-SEM). Variabel bebas yang dianalisis meliputi biaya sertifikasi (X1), layanan petugas (X2), ketepatan waktu (X3), dan peluang pemasaran (X4), dengan tingkat kepuasan (Y) sebagai variabel terikat. Data primer diperoleh dari 53 responden melalui kuesioner tertutup berskala Likert. Hasil penelitian menunjukkan bahwa biaya sertifikasi, ketepatan waktu, dan peluang pemasaran berpengaruh signifikan terhadap kepuasan konsumen, sedangkan layanan petugas tidak berpengaruh signifikan. Biaya sertifikasi merupakan faktor paling dominan. Temuan ini merekomendasikan perbaikan pada aspek efisiensi biaya, ketepatan layanan, dan integrasi manfaat pasar untuk meningkatkan kualitas pelayanan publik di sektor agribisnis.
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References
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Afriyanti, G., Mariya, A., Natalia, C., SiratNispuana, M., Wijaya, F., & Phalepi, Y. (2023). The Role of The Agricultural Sector on Economic Growth in Indonesia. Indonesian Journal of Multidisciplinary Sciences (IJoMS). https://doi.org/10.59066/ijoms.v2i1.325.
Amaliah, I. (2022). Sistem Perbenihan Padi di Provinsi Banten. Jurnal Ilmu Pertanian Tirtayasa. https://doi.org/10.33512/jipt.v4i2.18918.
Borsboom, D., Mellenbergh, G., & Van Heerden, J. (2003). The theoretical status of latent variables.. Psychological review, 110 2, 203-219 . https://doi.org/10.1037/0033-295X.110.2.203.
Butkus, M., Rakauskienė, O., Bartuševičienė, I., Stasiukynas, A., Volodzkiene, L., & Dargenytė-Kacilevičienė, L. (2023). Measuring quality perception of public services: customer-oriented approach. Engineering Management in Production and Services, 15, 96 - 116. https://doi.org/10.2478/emj-2023-0015.
Cheung, G., Cooper–Thomas, H., Lau, R., & Wang, L. (2023). Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations. Asia Pacific Journal of Management, 41, 745-783. https://doi.org/10.1007/s10490-023-09871-y.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295–336.
Ensslin, S., Welter, L., & Pedersini, D. (2021). Performance evaluation: a comparative study between public and private sectors. International Journal of Productivity and Performance Management. https://doi.org/10.1108/IJPPM-04-2020-0146.
Gaur, A., Kumar, A., Kiran, R., & Kumari, P. (2020). Importance of Seed-Borne Diseases of Agricultural Crops: Economic Losses and Impact on Society. , 3-23. https://doi.org/10.1007/978-981-32-9046-4_1.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Danks, N. P. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer Nature. https://doi.org/10.1007/978-3-030-80519-7
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–319. https://doi.org/10.1108/S1474-7979(2009)0000020014
Janita, M., & González, F. (2018). Quality in e-Government services: A proposal of dimensions from the perspective of public sector employees. Telematics Informatics, 35, 457-469. https://doi.org/10.1016/j.tele.2018.01.004.
Kilelu, C., Van Der Lee, J., Koge, J., & Klerkx, L. (2021). Emerging advisory service agri-enterprises: a dual perspective on technical and business performance. The Journal of Agricultural Education and Extension, 28, 45 - 65. https://doi.org/10.1080/1389224X.2021.1888759.
Kim, J. (2019). Multicollinearity and misleading statistical results. Korean Journal of Anesthesiology, 72, 558 - 569. https://doi.org/10.4097/kja.19087.
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics. https://doi.org/10.1108/IJSE-04-2017-0151.
Meliyana, Mutmainnah, E., Feriady, A., Marwan, E., & Feni, R. (2023). Analisis Kepuasan Konsumen Dalam Pengurusan Labelisasi dan Sertifikasi Benih di UPTD PPSBTPJP Provinsi Bengkulu. Jurnal AGRIBIS. https://doi.org/10.36085/agribis.v16i1.4755.
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34, 606-622. https://doi.org/10.1108/IJBM-03-2015-0030.
Piatak, J., & Jensen, C. (2024). Public values and sector service delivery preferences: Public preferences on contracting from simple to complex human services. Public Administration Review. https://doi.org/10.1111/puar.13794.
Plaza-Angulo, J., & López-Toro, A. (2024). The perception of transversal skills among students of business administration: Gender gap. Service-learning, gender and skills in higher education. The International Journal of Management Education. https://doi.org/10.1016/j.ijme.2024.100970.
Sari, S. A. P., Euriga, E., & Nurlaela, S. (2024). Pengaruh Layanan Pasar Lelang Cabai Digital Terhadap Kepuasan Petani di Kapanewon Wates, Kabupaten Kulon Progo. Jurnal Agristan, 6(2), 372-395. https://doi.org/10.37058/agristan.v6i2.12406
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115. https://doi.org/10.1016/j.jfbs.2014.01.002
Setiadi, K. P., & Manafe, L. A. (2021). Penerapan Kualitas Pelayanan Dalam Meningkatkan Kepuasan Konsumen Pada Pt Etos Suryanusa. Kalianda Halok Gagas, 4(1), 22-33. https://doi.org/10.52655/khg.v4i1.7
Shmueli, G., Ray, S., Velasquez Estrada, J. M., & Chatla, S. B. (2016). The Elephant in the Room: Evaluating the Predictive Performance of PLS Models. Journal of Business Research, 69(10), 4552–4564. https://doi.org/10.1016/j.jbusres.2016.03.049
Sinollah, S., & Khilmi, M. (2022). Pengaruh Kualitas Produk, Harga, dan Strategi Pemasaran Terhadap Kepuasan Pelanggan di Lumbung Stroberi Kota Batu. Sketsa Bisnis, 9(2), 2014-225. https://doi.org/10.35891/jsb.v9i2.3297
Subhaktiyasa, P. (2024). PLS-SEM for Multivariate Analysis: A Practical Guide to Educational Research using SmartPLS. EduLine: Journal of Education and Learning Innovation. https://doi.org/10.35877/454ri.eduline2861.
Yun, W., & Hanson, N. (2020). Weathering consumer pricing sensitivity: The importance of customer contact and personalized services in the financial services industry. Journal of Retailing and Consumer Services, 55, 102085. https://doi.org/10.1016/j.jretconser.2020.102085.
Zhang, A., Prang, K., Devlin, N., Scott, A., & Kelaher, M. (2020). The impact of price transparency on consumers and providers: A scoping review.. Health policy. https://doi.org/10.1016/j.healthpol.2020.06.001.
Published
2025-10-24
How to Cite
PURWANTI, Arinta; SOEDARTO, Teguh; HENDRARINI, Hamidah.
DETERMINASI FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP KINERJA UPT PSBP PROVINSI JAWA TIMUR.
AGRIBIOS, [S.l.], v. 23, n. 02, p. 345-358, oct. 2025.
ISSN 2723-7044.
Available at: <https://unars.ac.id/ojs/index.php/agribios/article/view/6556>. Date accessed: 06 dec. 2025.
doi: https://doi.org/10.36841/agribios.v23i02.6556.
Section
Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
