Bureaucratic reform, public service performance, and citizens’ satisfaction: The case of Yogyakarta, Indonesia

Abstract

Some researchers have assumed that bureaucratic reform could improve citizens’ satisfaction. This study examines the impact of some aspects of bureaucratic reform on public service performance and citizens’ satisfaction, including: organizational structure, business process, human resources, law and regulations, supervision, accountability, and work culture. This study employed a quantitative method to collect and analyze data from 279 respondents who received licensing services from the government agencies of the regencies and the city governments in the Special Region of Yogyakarta in 2019. The findings of this study show that organizational structure, accountability, and work culture positively and significantly influence performance. Moreover, accountability, work culture, and performance positively and significantly affect citizens’ satisfaction. Conversely, business processes, human resources, law and regulations, and supervision do not positively and significantly influence performance. Furthermore, human resources do not positively and significantly affect citizens’ satisfaction. The results of this study contribute both theoretically and practically to the wider academic field.