The Influence of Leadership and Apparatus Performance on the Quality of Public Services and Impact on Society Satisfaction

Hafni Rizanuddin

Abstract


This study aimed to analyze leadership factors and their effect on the quality of public services and their impact on society satisfaction. This research was conducted in Panyingkirian District, Majalengka Regency, West Java Province, Indonesia. This research is quantitative, and the analysis technique used is path analysis. The sample in this study used multistage random sampling, which was divided between the Rukun Warga (RW) and the Rukun Tetangga (RT) with 305 respondents from the society in the village Panyingkiran District. Sources of data in this study are primary data and secondary data with data collection techniques through research questionnaires distributed to respondents. The results showed that leadership, apparatus performance, quality of public services, and society satisfaction were in the moderate to good category. The results of hypothesis testing indicate that leadership and apparatus performance have a positive and significant effect on the quality of public services, and the quality of public services impacts society satisfaction.


Keywords


leadership; apparatus performance; public service quality; society satisfaction

Full Text:

PDF

References


Anwar Prabu Mangkunegara. (2015). Sumber Daya Manusia Perusahaan. Remaja Rosdakarya.

Arif, S. (2019). Influence of Leadership, Organizational Culture, Work Motivation, and Job Satisfaction of Performance Principles of Senior High School in Medan City. Budapest International Research and Critics Institute-Journal (BIRCI-Journal). P. 239-254

Atmoko, T. (2004). Standar Operasional Prosedur (SOP) dan Akuntabilitas Kinerja Instansi Pemerintah (Issue 7, pp. 1–14).

Fandy, Tjiptono dan Greforius, C. (2016). Pemasaran Jasa (Prinsip, Penerapan, dan Penelitian). Andi Offset.

Harbani Pasolong. (2008). Kepemimpinan Birokrasi. Alfabeta.

Hardiyansyah. (2011). Kualitas Pelayanan Publik Konsep, Dimensi, Indikator dan Implementasinya. Gava Media.

Holbert, J., Madhakomala, R., Saparuddin, S., & Timotius, E. (2021). The influence of leadership styles on employees’ job satisfaction in public sector organizations in Indonesia. Management Science Letters, May 2014, 1393–1398. https://doi.org/10.5267/j.msl.2020.10.035

Kartini Kartono. (2011). Pemimpin dan Kepemimpinan. Rajawaligrafindo Persada.

Lupiyoadi. (2016). Manajemen Pemasaran Jasa Teori dan Praktik. Salemba Empat.

Muhammad Arif Adriansyah, et. a. (2018). Leadership Style and Work Culture on Work Performance Mediated. Journal of Applied Management (JAM), 18 Number(30).

Musdalipa, M., Parawangi, A., & Malik, I. (2017). Kualitas Pelayanan Publik Di Kantor Desa Parigi Kecamatan Tinggimoncong Kabupaten Gowa. Kolaborasi : Jurnal Administrasi Publik, 3(1), 47. https://doi.org/10.26618/kjap.v3i1.893

Muslim, N., & Nasution, I. (2014). Kinerja Aparat Desa dalam Penyelenggaraan Pemerintahan di Desa Pantai Labu Pekan. Jurnal Ilmu Pemerintahan Dan Sosial Politik UMA, 2(2), 99–110.

Niati, D. R., Siregar, Z. M. E., & Prayoga, Y. (2021). The Effect of Training on Work Performance and Career Development: The Role of Motivation as Intervening Variable. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2385–2393. https://doi.org/10.33258/birci.v4i2.1940

Nurung, J., Rakhmat, Tamsah, H., Burhanuddin, & Azis, M. (2020). The effect of leadership on public service quality. IOP Conference Series: Earth and Environmental Science, 473(1). https://doi.org/10.1088/1755-1315/473/1/012070

Permadi. K. (1996). Pemimpin Dan Kepemimpinan Dalam Manajemen. Rineka Cipta.

Ratminto & Atik Septi Winarsih. (2006). Manajemen Pelayanan. Pustaka Pelajar.

Saowalux, P., & Peng, C. (2007). Impact of Leadership Style on Performance. A Six Sigma Professionals in Thailand. International DSI/Asia and Pacific 2007 I, 1(1), 119–136.

Sedarmayanti. (2014). Manajemen Strategi. Refika Aditama.

Shafiu, A. M., Manaf, H. A., & Muslim, S. (2019). The impact of leadership on organizational performance. International Journal of Recent Technology and Engineering, 8(3), 7573–7576. https://doi.org/10.35940/ijrte.c6158.098319

Shah, M. M., et al. (2020). The Development Impact of PT. Medco E & P Malaka on Economic Aspects in East Aceh Regency. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Volume 3, No 1, Page: 276-286.

Siti Kurniati Ruslan, Z. M. (2018). PERSEPSI MASYARAKAT TERHADAP KINERJA APARATUR DESA DALAM PENYELENGGARAAN PEMBANGUNAN DI DESA SUAK RIBEE KECAMATAN JOHAN PAHLAWAN KABUPATEN ACEH BARAT. Jurnal Ilmiah Pendidikan Pancasila Dan Kewarganegaraan, Vol 3, No 1 (2018): Juni 2018, 106–111. http://journal2.um.ac.id/index.php/jppk/article/view/6048

Stephen P. Robbins, T. A. J. (2013). Organizational Behavior : Edition 15. Pearson Prentice Hall.

Susila, L. N. (2010). Analisis Pengaruh Kualitas Pelayanan Kantor Kelurahan Terhadap Kepuasan Masyarakat Kelurahan Jagalan Kecamatan Jebres Kota Surakarta. Journal of Rural and Development, 1(1), 63–72.

Tucker, L. R., & Lewis, C. (2004). The Influence of the Transformasional Leader. Journal of Leadership and Organizational Studies, 10(4).

Vrchota, J., & Řehoř, P. (2019). The influence of a human resource strategy to the function of human resource processes in small and medium-sized enterprises (SMEs). Serbian Journal of Management, 14(2), 299–314. https://doi.org/10.5937/sjm14-19588

Wibowo. (2013). Perilaku Dalam Organisasi. Raja Grafindo Persada.

Wijaya, A. F., Prastyari, C. A., & Armanu, A. (2019). the Influence of Leadership Style on Service Quality in Higher Education: a Study At a Social Science Faculty. Jurnal Aplikasi Manajemen, 17(3), 426–433. https://doi.org/10.21776/ub.jam.2019.017.03.06

Yosep, C., Kindangen, P., & Tumewu, F. (2016). the Influence of Service Quality on Customer Satisfaction in Gran Puri Hotel Manado. Jurnal Berkala Ilmiah Efisiensi, 16(01), 73–85.




DOI: https://doi.org/10.33258/birci.v4i4.3122

Article Metrics

Abstract view : 0 times
PDF - 1 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.