Accelerating the Quality of Public Services Through the Strategic Role of Training and the Implementation of New Public Management in the Era of Bureacratic Reform
Keywords:
Training, New Public Management, Service QualityAbstract
Service quality is an important indicator in evaluating the success of public service delivery. The Department of Food Security, Agriculture, and Fisheries of Banjarmasin City is required to provide high-quality public services despite facing limitations in human resources across several work units. Nevertheless, the results of the 2025 Community Satisfaction Index (CSI) indicate that the quality of services provided falls within the good to very good category. This condition suggests that the organization has been able to manage its resources effectively through employee competency development and the implementation of New Public Management principles. This study aims to analyze the influence of training and New Public Management on service quality, both partially and simultaneously.
This study employed a quantitative research approach involving 77 respondents selected using a saturated sampling technique. Data were collected through questionnaires that had met the validity and reliability requirements. The collected data were analyzed using multiple linear regression with the assistance of the Statistical Package for the Social Sciences (SPSS).
The findings reveal that training has a positive and significant effect on service quality. Likewise, New Public Management also has a positive and significant effect on service quality. Simultaneously, both independent variables explain 80.4% of the variance in service quality, while the remaining 19.6% is influenced by other factors outside the research model. These findings indicate that continuous employee training and the effective implementation of New Public Management principles play a crucial role in improving the quality of public services
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