Model of public service satisfaction in PTKIN based on spirituality and islamic relational ethics

  • Nurhanifah
    Universitas Islam Negeri Sumatera Utara
    Indonesia
  • Hasnun Jauhari Ritonga
    Universitas Islam Negeri Sumatera Utara
    Indonesia
  • M. Agung Rahmadi 
    Universitas Alwashliyah
    Indonesia
  • Helsa Nasution
    Universitas Alwashliyah
    Indonesia

Abstract

This study investigates the public service model in State Islamic Higher Education Institutions (PTKIN) through the perspective of Islamic public relations communication by adopting a mixed-methods design that synthesizes evidence from a field survey (n=384 respondents from UIN Surabaya, UIN Malang, UIN Jakarta, and UIN Banten) and a meta-analysis of 47 published studies conducted during the 2018–2024 period. The Confirmatory Factor Analysis (CFA) results demonstrated a measurement model exhibiting an excellent level of goodness of fit (χ²/df = 2.184, CFI = 0.964, TLI = 0.958, RMSEA = 0.056, SRMR = 0.042). Furthermore, the findings reveal that service spirituality (factor loading=0.847, CR=0.912, AVE=0.675) and Islamic relational ethics (factor loading=0.823, CR=0.898, AVE=0.638) function as significant predictors of stakeholder satisfaction (β=0.514, p<0.001; β=0.398, p<0.001). Meta-analytic validation further substantiates these relationships, indicating aggregate effect sizes of r = 0.624 (95% CI: 0.587–0.658) for spirituality and r = 0.571 (95% CI: 0.531–0.609) for relational ethics. These findings corroborate the results while simultaneously establishing the novelty of the present study by demonstrating that the dimension of qaulan karima (β=0.287) exerts a stronger influence than qaulan layyina (β=0.219) within the context of PTKIN service delivery. The developed structural model accounts for 68.4% of the variance in service satisfaction, surpassing the 54.7%. The theoretical implications of this study reaffirm the relevance of the Service-Dominant Logic framework within Islamic Public Relations, wherein the dimensions of ta'awun and at-tasyir operate as distinctive cultural mediators within Indonesia's Islamic higher education ecosystem.

Keywords
  • Islamic public relations
  • Communication
  • Service spirituality
  • Relational ethics
  • Stakeholder satisfaction
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