The Determinant Factors in Improving Public services Quality

Samad, M. Yusuf A.; Iskandar, Ade; Jarkasih, Aceng; Ardiansya, Ariyanto

:: International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies

http://TuEngr.com

ISSN 2228-9860
eISSN 1906-9642
CODEN: ITJEA8

FEATURE PEER-REVIEWED ARTICLE

Vol.13(12)(2022)

The Determinant Factors in Improving Public services Quality

M. Yusuf A. Samad (Faculty of Business and Economics, University of Islam Kebangsaan, INDONESIA),
Ade Iskandar (Faculty of Business and Economics, High School of Administrative Science, INDONESIA),
Aceng Jarkasih (Faculty of Public Administratition, University of Majalengka, INDONESIA),
Ariyanto Ardiansya (Faculty of Constitutional Law, Institute Agama Islam Negeri Bone, INDONESIA).

Discipline: Management Sciences.
➤ FullText

doi: 10.14456/ITJEMAST.2022.241

Keywords:Leadership; Competence; Employee Character; Motivation; Performance;Service Quality

Abstract
This study aims to determine and analyze the influence of leadership, competence, employee character, motivation and employee performance on the quality of public services at the Cigasong District Office, Majalengka Regency, West Java Province. This research uses a survey research firm. In this study, the population is people who take care of a type of service at the Cigasong District Office, Majalengka Regency, West Java Province and government employees as service providers at the Cigasong District Office, Majalengka Regency. The sample was determined by random sampling technique, with a total sample of 396 people. Data analysis used Structural Equation Modeling. The results showed a positive and significant influence between leadership, competence, employee character, motivation and employee performance on the quality of public services.
Paper ID: 13A12J
Cite this article:

Samad, M. Yusuf A., Iskandar, Ade., Jarkasih, Aceng., and Ardiansya, Ariyanto. (2022). The Determinant Factors in Improving Public services Quality. International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 13(12), 13A12J, 1-13. http://TUENGR.COM/V13/13A12J.pdf DOI: 10.14456/ITJEMAST.2022.241

References

Adil, A. R. S. A. M. (2018). Faktor-Faktor Yang Mempengaruhi Kualitas Pelayanan Publik Pada Kantor Distrik Hingk Kabupaten Pegunungan Arfak Provinsi Papua Barat. Jurnal Competitiveness, 7, 65-77. https://ojs.stiesa.ac.id/index.php/prisma
Augustinus, D. C., & Halim, C. F. (2021). The Effect Of Motivation Towards Employee Performance For Caf? Workers In Medan. Journal of Accounting & Management Innovation, 5(1), 44-56.
Haq, S. (2011). Ethics and leadership skills in the public service. Procedia - Social and Behavioral Sciences, 15, 2792-2796. https://doi.org/10.1016/j.sbspro.2011.04.190
Hsiao, C.-T., & Lin, J.-S. (2008). A Study of Service Quality in Public Sector. International Journal of Electronic Business Management, 6(1), 29-37.
Jonathan, L. R., Titin Ruliana, & Siswanto, E. (2017). Quality of Public Services. Research Journal of Accounting and Business Management, 1(1), 14-28.
Kawet, Y. (2014). Pengaruh Kepemimpinan Pelayanan Publik Di Kecamatan Tomohon Utara Kota Tomohon. Jurnal Administrasi Publik UNSRAT, 2(001), 1207.
Putra, D. (2019). Administration in Department Population and Civil Registration of Sungai Penuh. International Journal of Progressive Sciences and Technologies (IJPSAT), 14(2), 267-272. https://doi.org/10.52155
Robescu, O., & Iancu, A.-G. (2016). The Effects of Motivation on Employees Performance in Organizations. Valahian Journal of Economic Sciences, 7. https://doi.org/10.1515/vjes-2016-0006
Rosmika, T. E., Nurhaida, T., Bina, M., & Polytechnic, P. (2017). Employee Competence and Culture Set to Customer Satisfaction with Service Quality as Intervening Variable of PT . Bank Rakyat Indonesia ( Persero ) Tbk Medan. 8(36), 45-53.
Schwarz, G., Eva, N., & Newman, A. (2020). Can Public Leadership Increase Public Service Motivation and Job Performance? Public Administration Review, 80(4), 543-554. https://doi.org/10.1111/puar.13182
Sinambela, L. P. (2010). Reformasi Pelayanan Publik. Bumi Aksara.
Stephen P. Robbins, T. A. J. (2013). Organizational Behavior?: Edition 15. Pearson Prentice Hall.
Suharno, S., & Dara, D. (2017). THE IMPACT OF WORK MOTIVATION AND COMPETENCE ON EMPLOYEE PERFORMANCE THROUGH SERVICE QUALITY IN ADMINISTRATIVE STAFF OF UNIVERSITAS NEGERI JAKARTA, INDONESIA. Russian Journal of Agricultural and Socio-Economic Sciences, 61, 160-171. https://doi.org/10.18551/rjoas.2017-01.16
Sulila, I. (2021). Towards Community Satisfaction. 4(2), 599-611. https://doi.org/10.32535/jicp.v4i2.1347
Van de Walle, S. (2003). Public Service Performance and Trust in Government: The Problem of Causality. International Journal of Public Administration, 26. https://doi.org/10.1081/PAD-120019352

Other issues:
Vol.13(11)(2022)
Vol.13(10)(2022)
Vol.13(9)(2022)
Archives

Call-for-Papers
Call-for-Scientific Papers
Call-for-Research Papers: ITJEMAST invites you to submit high quality papers for full peer-review and possible publication in areas pertaining engineering, science, management and technology, especially interdisciplinary/cross-disciplinary/multidisciplinary subjects.

To publish your work in the next available issue, your manuscripts together with copyright transfer document signed by all authors can be submitted via email to Editor @ TuEngr.com (please see all detail from Instructions for Authors)

Publication and peer-reviewed process:
After the peer-review process, articles will be on-line published in the available next issue. However, the International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies cannot guarantee the exact publication time as the process may take longer time, subject to peer-review approval and adjustment of the submitted articles.