Accountability policy & practice in hybrid organisations: primary source evidence from indigenous markets in Indonesia

Indigenous markets, known as pasar, in Indonesia are facing numerous challenges. The inflows of modern markets, the existing perceived negative image of pasar, and ambiguous regulations concerning pasar are argued to be a few reasons that caused pasar to be abandoned. Other than that, the multiple purposes of pasar have meant that its managers have been held accountable to multiple stakeholders, such as governors, merchants and customers. The managers of pasar in each region in Indonesia have a distinctive range of complexities to address, in meeting the needs of having a well-managed pasar and preserving the existence of pasar for the long run. The purpose of this research is to seek the main factors that affects the service quality of pasar. Moreover, the merged factors were then analysed using correlation to investigate its relationship with the customers’ monthly average shopping in pasar. The data in this research were obtained using short closed-ended questionnaires to assess the pasar’ service quality in the area of Jakarta and Bandung. One-hundred-ninety-five customers of pasar from the two cities, were asked to take part in the surveys. The results of factor analysis based on 21 given statements indicated that there were three main factors explains pasar’ service quality, such as tangible factor, empathy factor and responsiveness factor. Tangible and responsiveness factors indicated a positive and significant correlation towards customers’ monthly average shopping in pasar. Whereas empathy factor is insignificantly correlated with the customers’ monthly average shopping in pasar.