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Articles

Vol. 1 No. 1 (2026): May

Evaluating Public Service Mall Performance: An Expectancy Confirmation Theory Approach to Citizen Trust and Service Usage Intentions

Submitted
February 11, 2026
Published
2026-05-01

Abstract

Abstract
Purpose – This study analyzes the mediating role of citizen satisfaction in the relationship between service quality and trust toward service usage intentions at the Public Service Mall (MPP) of Boyolali Regency. It addresses a significant research gap concerning the function of trust as a critical psychological antecedent to satisfaction within regional integrated "one-stop" service centers an aspect frequently overlooked in extant literature that predominantly emphasizes technical service metrics.
Methodology – Employing a quantitative research design, data were gathered from 200 respondents who utilized services at the Boyolali MPP.Hypotheses were tested using Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine the structural relationships and the strength of the mediating paths between the variables.
Findings – The empirical results demonstrate that both service quality and trust exert a positive and significant influence on citizen satisfaction. Furthermore, citizen satisfaction functions as a robust mediator that significantly drives the intention to reuse government services in an integrated environment.
Implications – Theoretically, this research advances Behavioral Science by validating trust as a pivotal pre-exposure variable within the Expectancy Confirmation framework. It contributes to Public Administration theory by highlighting the necessary transition from mere administrative efficiency toward relationship-based governance. Practically, it suggests that regional governments must prioritize reliability to maintain the trust-satisfaction loop.
Originality – This study provides a novel empirical analysis of the 'Trust-Satisfaction-Intention' triad within the specific framework of regional integrated service models. By offering localized insights into institutional trust, it addresses behavioral nuances that have been largely over-generalized in broader public service literature.

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