How to cite this paper
Marzuki, M., Yunus, M., Adam, M & Ibrahim, M. (2025). How do service quality and police performance build trust to improve public satisfaction?.Uncertain Supply Chain Management, 13(4), 651-662.
Refrences
Andrews, R., & Van de Walle, S. (2013). New Public Management and citizens' perceptions of local service efficiency, responsiveness, equity and effectiveness. Public Management Review, 15(5), 762-783.
Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
Baker, R. W., & Mendez, E. (2019). The role of service quality and satisfaction in fostering loyalty to public services: A systematic review. International Journal of Public Sector Management, 32(2), 153-168. https://doi.org/10.1108/IJPSM-07-2018-0212
Baldwin, J. N. (1991). Public versus private employees: Debunking stereotypes. Review of Public Personnel Administration, 11(1), 1-27.
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Bovens, M., Hart, P. 't, & Kuipers, S. (2008). The role of accountability in public governance. International Review of Administrative Sciences, 74(4), 551-570.
Boyne, G. A. (2002). Public and private management: What's the difference?. Journal of Management Studies, 39(1), 97-122.
Brewer, G. A., & Selden, S. C. (2000). Why elephants gallop: Assessing and predicting organizational performance in federal agencies. Journal of Public Administration Research and Theory, 10(4), 685-711.
Campbell, J. P. (1990). The Role of Situational and Personal Variables in Job Performance. In: Personnel Selection in Organizations, ed. by J. P. Campbell, R. J. Dunnette, & L. M. Hough. San Francisco: Jossey-Bass. Halaman: 267-307.
Colquitt, J. A., Scott, B. A., & LePine, J. A. (2007). Trust, trustworthiness, and trust propensity: A meta-analytic test of their unique relationships with risk taking and job performance. Journal of Applied Psychology, 92(4), 909.
Dias Felix, A., & Hilgers, T. (2020). Community oriented policing theory and practice: global policy diffusion or local appropriation? Policing and Society, 1–9. https://doi.org/10.1080/10439463.2020.1776280
Dirks, K. T., & Ferrin, D. L. (2001). The role of trust in organizational settings. Organization Science, 12(4), 450-467.
Dollery, B., & Grant, B. (2010). An efficiency-based model for public sector reform: A case study of local government in Australia. International Journal of Public Sector Management, 23(5), 431-442.
Farooq, M., Salam, M., Rehman, S., Fayolle, A., & Jaafar, N. (2018). Impact of service quality on patient satisfaction in healthcare services: Exploring the moderating role of trust and expectations. International Journal of Health Care Quality Assurance, 31(8), 810-822.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Gronroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books.
Hesketh, K. M., Coyle, M., & Niven, D. (2008). Public satisfaction with policing: The role of police performance and crime rates. Policing: An International Journal of Police Strategies & Management, 31(3), 466-482. https://doi.org/10.1108/13639510810898234
Hinds, L. (2009). Trust and the quality of public services: A longitudinal analysis. International Journal of Public Administration, 32(8), 668-688. https://doi.org/10.1080/01900690902861095
Hossain, M., & Saha, R. (2016). Service quality and customer satisfaction: A case study on public sector employees in Bangladesh. Journal of Business Studies Quarterly, 7(2), 1-10.
Ibrahim, M., Putra, T. R. I., & Suryani, I. (2024). Does social support and work-life conflict moderate the influence of job stress on job performance? (A study at Syiah Kuala University). Problems and Perspectives in Management, 22(2), 463-476. https://doi.org/10.21511/ppm.22(2).2024.36
Ibrahim, M., Karollah, B., Mahdani, R. (2023). The effect of supply chain innovation and e-procurement implementation on supply chain performance of manufacturing organization. Uncertain Supply Chain Management, 11(2), 697–706.
Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: The moderating role of gender. Journal of Business Research, 64(9), 879-885.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Kramer, R. M. (1999). Trust and distrust in organizations: Emerging perspectives, enduring questions. Annual Review of Psychology, 50(1), 569-598.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198. https://doi.org/10.1108/17566690910971445
Liao, Y., & Shi, Y. (2021). How customer satisfaction influences customer loyalty in public service: The mediating role of public trust. Journal of Public Administration Research and Theory, 31(3), 523-538. https://doi.org/10.1093/jopart/muaa016
Lum, C., Wu, X., & Waggoner, S. (2010). The role of police performance indicators in accountability: A study of police organizations. Policing: An International Journal of Police Strategies & Management, 33(3), 451-470. https://doi.org/10.1108/13639511011064010
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20(3), 709-734.
Memon, M. A., Salleh, R., Baharom, M. N., & Harun, H. (2014). Training, job satisfaction and employee performance: The mediating role of organizational commitment. The International Journal of Academic Research in Business and Social Sciences, 4(4), 11-18.
Oliver, R. L. (1999). Whence customer loyalty? Journal of Marketing, 63 (Special Issue), 33-44. https://doi.org/10.2307/1252099
Osborne, D., & Gaebler, T. (1992). Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. Addison-Wesley.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
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.
Perry, J. L., & Wise, L. R. (1990). The motivational bases of public service. Public Administration Review, 50(3), 367-373.
Reisig, M. D., & Lloyd, C. D. (2009). The effects of perceived police legitimacy on the willingness to cooperate with the police. Police Quarterly, 12(1), 48-71. https://doi.org/10.1177/1098611108328530
Sunshine, J., & Tyler, T. R. (2003). The role of procedural justice in shaping citizen compliance with the law: Theoretical and empirical perspectives. Law & Society Review, 37(3), 555-589. https://doi.org/10.1111/j.1540-5893.2003.00024.x
Torres, L., Pina, V., & Acerete, B. (2005). E-government developments on delivering public services among EU cities. Government Information Quarterly, 22(2), 217-238.
Tyler, T. R. (2004). Enhancing police legitimacy. The Annals of the American Academy of Political and Social Science, 593(1), 84-99. https://doi.org/10.1177/0002716203262627
Van de Walle, S. (2009). When public services fail: A research agenda on public service failure. Journal of Service Management, 20(2), 253-271.
Van der Voet, J. (2016). Change leadership and public sector organizational change: Examining the interactions of transformational leadership style and red tape. The American Review of Public Administration, 46(6), 660-682. https://doi.org/10.1177/0275074014567555.
Van der Voet, J. (2016). Change leadership in public organizations: A study of the role of leadership and employee involvement in public sector change. Public Management Review, 18(6), 842-865. https://doi.org/10.1080/14719037.2015.1045020
Van Dooren, W., Bouckaert, G., & Halligan, J. (2015). Performance Management in the Public Sector. Routledge.
Vroom, V. H. (1964). Work and Motivation. John Wiley & Sons.
Wang, C., et al. (2019). The role of employee training and development in improving service quality: A study of the hospitality industry. Journal of Human Resources in Hospitality & Tourism, 18(1), 34-57. https://doi.org/10.1080/15332845.2018.1505685
Weitzer, R., & Tuch, S. A. (2006). Race and policing in America: Conflict and reform. Cambridge University Press. https://doi.org/10.1017/CBO9780511818255
Welch, E. W., & Pandey, S. K. (2010). A Canadian perspective on the quality of public services and citizen trust in government. International Journal of Public Administration, 33(8), 394-405.
Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.
Zaid, A. (2014). Pengaruh Faktor Eksternal Terhadap Kepuasan Masyarakat dalam Pelayanan Publik. Jurnal Pelayanan Publik, 12(3), 45-60.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.
Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
Baker, R. W., & Mendez, E. (2019). The role of service quality and satisfaction in fostering loyalty to public services: A systematic review. International Journal of Public Sector Management, 32(2), 153-168. https://doi.org/10.1108/IJPSM-07-2018-0212
Baldwin, J. N. (1991). Public versus private employees: Debunking stereotypes. Review of Public Personnel Administration, 11(1), 1-27.
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Bovens, M., Hart, P. 't, & Kuipers, S. (2008). The role of accountability in public governance. International Review of Administrative Sciences, 74(4), 551-570.
Boyne, G. A. (2002). Public and private management: What's the difference?. Journal of Management Studies, 39(1), 97-122.
Brewer, G. A., & Selden, S. C. (2000). Why elephants gallop: Assessing and predicting organizational performance in federal agencies. Journal of Public Administration Research and Theory, 10(4), 685-711.
Campbell, J. P. (1990). The Role of Situational and Personal Variables in Job Performance. In: Personnel Selection in Organizations, ed. by J. P. Campbell, R. J. Dunnette, & L. M. Hough. San Francisco: Jossey-Bass. Halaman: 267-307.
Colquitt, J. A., Scott, B. A., & LePine, J. A. (2007). Trust, trustworthiness, and trust propensity: A meta-analytic test of their unique relationships with risk taking and job performance. Journal of Applied Psychology, 92(4), 909.
Dias Felix, A., & Hilgers, T. (2020). Community oriented policing theory and practice: global policy diffusion or local appropriation? Policing and Society, 1–9. https://doi.org/10.1080/10439463.2020.1776280
Dirks, K. T., & Ferrin, D. L. (2001). The role of trust in organizational settings. Organization Science, 12(4), 450-467.
Dollery, B., & Grant, B. (2010). An efficiency-based model for public sector reform: A case study of local government in Australia. International Journal of Public Sector Management, 23(5), 431-442.
Farooq, M., Salam, M., Rehman, S., Fayolle, A., & Jaafar, N. (2018). Impact of service quality on patient satisfaction in healthcare services: Exploring the moderating role of trust and expectations. International Journal of Health Care Quality Assurance, 31(8), 810-822.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Gronroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books.
Hesketh, K. M., Coyle, M., & Niven, D. (2008). Public satisfaction with policing: The role of police performance and crime rates. Policing: An International Journal of Police Strategies & Management, 31(3), 466-482. https://doi.org/10.1108/13639510810898234
Hinds, L. (2009). Trust and the quality of public services: A longitudinal analysis. International Journal of Public Administration, 32(8), 668-688. https://doi.org/10.1080/01900690902861095
Hossain, M., & Saha, R. (2016). Service quality and customer satisfaction: A case study on public sector employees in Bangladesh. Journal of Business Studies Quarterly, 7(2), 1-10.
Ibrahim, M., Putra, T. R. I., & Suryani, I. (2024). Does social support and work-life conflict moderate the influence of job stress on job performance? (A study at Syiah Kuala University). Problems and Perspectives in Management, 22(2), 463-476. https://doi.org/10.21511/ppm.22(2).2024.36
Ibrahim, M., Karollah, B., Mahdani, R. (2023). The effect of supply chain innovation and e-procurement implementation on supply chain performance of manufacturing organization. Uncertain Supply Chain Management, 11(2), 697–706.
Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: The moderating role of gender. Journal of Business Research, 64(9), 879-885.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Kramer, R. M. (1999). Trust and distrust in organizations: Emerging perspectives, enduring questions. Annual Review of Psychology, 50(1), 569-598.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198. https://doi.org/10.1108/17566690910971445
Liao, Y., & Shi, Y. (2021). How customer satisfaction influences customer loyalty in public service: The mediating role of public trust. Journal of Public Administration Research and Theory, 31(3), 523-538. https://doi.org/10.1093/jopart/muaa016
Lum, C., Wu, X., & Waggoner, S. (2010). The role of police performance indicators in accountability: A study of police organizations. Policing: An International Journal of Police Strategies & Management, 33(3), 451-470. https://doi.org/10.1108/13639511011064010
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20(3), 709-734.
Memon, M. A., Salleh, R., Baharom, M. N., & Harun, H. (2014). Training, job satisfaction and employee performance: The mediating role of organizational commitment. The International Journal of Academic Research in Business and Social Sciences, 4(4), 11-18.
Oliver, R. L. (1999). Whence customer loyalty? Journal of Marketing, 63 (Special Issue), 33-44. https://doi.org/10.2307/1252099
Osborne, D., & Gaebler, T. (1992). Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. Addison-Wesley.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
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.
Perry, J. L., & Wise, L. R. (1990). The motivational bases of public service. Public Administration Review, 50(3), 367-373.
Reisig, M. D., & Lloyd, C. D. (2009). The effects of perceived police legitimacy on the willingness to cooperate with the police. Police Quarterly, 12(1), 48-71. https://doi.org/10.1177/1098611108328530
Sunshine, J., & Tyler, T. R. (2003). The role of procedural justice in shaping citizen compliance with the law: Theoretical and empirical perspectives. Law & Society Review, 37(3), 555-589. https://doi.org/10.1111/j.1540-5893.2003.00024.x
Torres, L., Pina, V., & Acerete, B. (2005). E-government developments on delivering public services among EU cities. Government Information Quarterly, 22(2), 217-238.
Tyler, T. R. (2004). Enhancing police legitimacy. The Annals of the American Academy of Political and Social Science, 593(1), 84-99. https://doi.org/10.1177/0002716203262627
Van de Walle, S. (2009). When public services fail: A research agenda on public service failure. Journal of Service Management, 20(2), 253-271.
Van der Voet, J. (2016). Change leadership and public sector organizational change: Examining the interactions of transformational leadership style and red tape. The American Review of Public Administration, 46(6), 660-682. https://doi.org/10.1177/0275074014567555.
Van der Voet, J. (2016). Change leadership in public organizations: A study of the role of leadership and employee involvement in public sector change. Public Management Review, 18(6), 842-865. https://doi.org/10.1080/14719037.2015.1045020
Van Dooren, W., Bouckaert, G., & Halligan, J. (2015). Performance Management in the Public Sector. Routledge.
Vroom, V. H. (1964). Work and Motivation. John Wiley & Sons.
Wang, C., et al. (2019). The role of employee training and development in improving service quality: A study of the hospitality industry. Journal of Human Resources in Hospitality & Tourism, 18(1), 34-57. https://doi.org/10.1080/15332845.2018.1505685
Weitzer, R., & Tuch, S. A. (2006). Race and policing in America: Conflict and reform. Cambridge University Press. https://doi.org/10.1017/CBO9780511818255
Welch, E. W., & Pandey, S. K. (2010). A Canadian perspective on the quality of public services and citizen trust in government. International Journal of Public Administration, 33(8), 394-405.
Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.
Zaid, A. (2014). Pengaruh Faktor Eksternal Terhadap Kepuasan Masyarakat dalam Pelayanan Publik. Jurnal Pelayanan Publik, 12(3), 45-60.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.