Pengaruh Perilaku Birokrasi, Disiplin Kerja dan Kualitas Pelayanan terhadap Kepuasan Layanan Wajib Serah Karya Cetak dan Karya Rekam di Perpustakaan Nasional
DOI:
https://doi.org/10.31334/abiwara.v6i1.4220Keywords:
Bureaucratic Behavior, Work Discipline, Service Quality, Service SatisfactionAbstract
This study aims to analyze the effect of bureaucratic behavior, work discipline and service quality toward service satisfaction of compulsory submission of printed and recorded works at the National Library. The population of this research is all compulsory submission of printed works and recorded works that receive services at the Deposit Unit of the National Library of Indonesia. The sample in this study are 106 respondents using the probability sampling method, namely simple random sampling, then processed with multiple regression analysis. The independent variables in this study are bureaucratic behavior, work discipline and service quality and the dependent variable is the compulsory submission service satisfaction of printed works and recorded works. The results of this study indicate that bureaucratic behavior has a significant effect on service satisfaction, work discipline has a significant effect on compulsory submission service satisfaction and service quality also has a significant effect on compulsory submission service satisfaction, in simultaneous testing is bureaucratic behavior, work discipline and service quality affect compulsory submission service satisfaction.
References
Arikunto, S. (2019). Prosedur Penelitian. Jakarta: Rineka cipta Bennis, W. G. (2017). Beyond bureaucracy. Routledge.
Ismail Nurdin, (2019). Kualitas Pelayanan Publik (S. H. Lutfiah (Ed.)). Media Sahabat Cendekia,Surabaya
Pangkey and M. I. R. Rantung, Manajemen Pelayanan Publik. Surakarta: Tahta Media, 2023.
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R & D (29th ed.).Alfabeta, Bandung.
Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D, penerbit Alfabeta,Bandung
Wahyudi. (2018). Etika Administrasi Negara. Depok:Rajawalipres
Jurnal :
Abdo, M., Feghali, K., & Zgheib, M. A. (2021). The role of emotional intelligence and personality on the overall internal control effectiveness: applied on internal audit team member’s behavior in Lebanese companies. Asian Journal of Accounting Research, ahead-of-p(ahead-of-print).
Adi, P. R. N. C., & Basuki, R. (2019). Effect of brand image and service quality on customer satisfaction and loyalty at Bank Jatim Syariah Surabaya. Russian Journal of Agricultural and Socio-Economic Sciences, 87(3), 152-165.
Ahmed, F., As-Saber, S., Fry, S., & Smith, R. (2019). Bureaucracy and E-government: A study of eprocurement initiatives in Bangladesh. Journal of Business Management & Compliance, 1(1), 35–51.
Alam, N., Ramachandran, J., & Nahomy, A. H. (2020). The impact of corporate governance and agency effect on earnings management – A test of the dual banking system. Research in International Business and Finance, 54, 101242.
Ali, B. J., Saleh, Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction: Case Study at Online Meeting Platforms. International Journal of Engineering, Business and Management, 5, 65-77.
Amoako, G.K., Neequaye, E.K., Kutu-Adu, S.G., Caesar, L.D. and Ofori, K.S. (2019). Relationship marketing and customer satisfaction in the Ghanaian hospitality industry: An empirical examination of trust and commitment, Journal of Hospitality and Tourism Insights, Vol. 2 No. 4, pp. 326-340. a
Atatsi, E.A., Stoffers, J. and Kil, A. (2019), "Factors affecting employee performance: a systematic literature review", Journal of Advances in Management Research, 16(3), pp. 329-351. https://doi.org/10.1108/JAMR-06-2018-0052
Ayu, A., Niswaty, R., Darwis, M., & Arhas, S. H. (2019). Applying the Principles of Good Governance in the Efforts of Guiding Out-of- School Children at Social Service Offices Takalar Regency. Jurnal Office, 5(2), 51–58.
Bäker, A., & Goodall, A. H. (2020). Feline followers and “umbrella carriersâ€: Department Chairs’ influence on faculty job satisfaction and quit intentions. Research Policy, 49(4), 103955.
Busca, L., & Bertrandias, L. (2020). A Framework for Digital Marketing Research: Investigating the Four Cultural Eras of Digital Marketing. Journal of Interactive Marketing, 49, 1–19.
Dandotiya, R., Aggarwal, P., & Gopal, R. (2020). Impact of food and beverage quality on passenger satisfaction in Indian Railways. International Journal of Customer Relationship Marketing and Management (IJCRMM), 11(2), 37-52..
Fornell, C., Morgeson, F. V., & Hult, G. T. M. (2016). Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible. Journal of Marketing, 80(5), 92–107.
Forero, D.E. and Gómez, A. (2017). Comparison of measurement models based on expectations and perceived performance for the satisfaction study in health services. Suma Psicológica. Volume 24, Issue 2, Pages 87-96.
Fritz Morstein Marx's article: "Control and Responsibility in Administration: Comparative Aspects." ILO Regional Office for Asia and the Pacific. (2016). Employment-focused disaster risk management and reconstruction in Asia and the Pacific: A comparative
Gemeda, H. K., & Lee, J. (2020). Leadership styles, work engagement and outcomes among information and communications technology professionals: A cross- national study. Heliyon, 6(4), e03699.
Hamzah, A.A. and Shamsudin, M.F. (2020). Why customer satisfaction is important to business? Journal of Undergraduate Social Science and Technology. Vol. 1 No. 1.
Hasyem, M., & Ferizaldi, F. (2020). Fenomena Pungli dan Patologi Birokrasi. Jurnal Sosiologi USK (Media Pemikiran & Aplikasi), 14(2), 147–162.
Hidayati, Siti Karlina., Perizade, Badia., and Widiyanti, M. (2019). Effect Of Work Discipline And Work Environment To Performance Of Employees (Case Study at the Central General Hospital (RSUP) Dr. Mohammad Hoesin Palembang). International Journal of Scientific and Research Publications, 9(12), ISSN 2250-3153
Hohenberg, S. & Taylor, W. (2022). Measuring customer satisfaction and customer loyalty. In: Christian Homburg, Martin Klarmann, & Arnd Vomberg (Eds.). Handbook of Market Research, Springer, 909-938. DOI: 10.1007/978-3-319-57413-4_30
Hu, Y., & Liu, L. (2020). Becoming industrious female citizens: Work, discipline, and negotiation in Chinese female prison. International Journal of Law, Crime and Justice, 63, 100420.
J. E. Langkai, J. E. H. Mokat, and R. G. N. Malendes, “Public Services at the Paceda Urban Village Office, Madidir District, Bitung City,†Tech. Soc. Sci. J., vol. 49, pp. 70–76, 2023.
Jamal, A. & Naser, K. (2002), Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4),146-160.
Junaedi, J. (2020). Efforts to prevent bureaucratic corruption based on the piercing principles of the governance veil in realizing good governance and clean governance in Indonesia. Journal La Sociale, 1(2), 10–16.
Karinda, K., & Zaman, W. (2021). Perilaku Birokrasi Terhadap Kualitas Pelayanan Kependudukan. Journal of Government Insight, 1(1), 12–24.
Khatab, J. J., & Othman, B. (2019). The Influence of Service Quality on Customer Satisfaction : Evidence from Public Sector and Private Sector Banks in Kurdistan / Iraq The Influence of Service Quality on Customer Satisfaction : Evidence from Public Sector and Private Sector Banks in Kurdis. International Journal of Advanced Science and Technology, (February 2020).
Kim, K. Y., Atwater, L., Jolly, P., Ugwuanyi, I., Baik, K., & Yu, J. (2021). Supportive leadership and job performance: Contributions of supportive climate, team-member exchange (TMX), and group-mean TMX.Journal of Business Research, 134, 661–674.
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information and Management, 57(3), 103197
Madue, S. M. (2013). The Role of Oversight in Governance. Loyola Journal of Social Sciences, 27(1).
Mgaiwa, S. J. (2021). Academics’ job satisfaction in Tanzania’s higher education: The role of perceived work environment. Social Sciences & Humanities Open,
Pangkey, F. H Mamonto, and M. Timbuleng, “Public Service Ethics In The Office Of The Regional Development Planning Agency Of North Sulawesi Province,†Din. Gov. J. Ilmu Adm. Negara, vol. 13, no. 3/Okt, 2023.
Pratama, P. E., Kamil, M., & Salahudin, S. (2019). Implementation of the Integrity Zone Development Program towards a Corruption- Free Area and a Serving Clean Bureaucracy Region. Journal of Local Government Issues (LOGOS), 2(2), 134–148.
Prasetyo, I., Endarti, E. W., Endarto, B., Aliyyah, N.,Rusdiyanto, R., Tjaraka, H., & Rochman, A. S. U. (2021). Effect of Compensation and Discipline on Employee Performance: A Case Study Indonesia. Journal of Hunan University (Natural Sciences), 48(6), 277-298.
Psomas, E. (2020). Determining the impact of service quality on citizens’ satisfaction and the role of citizens’ demographics. The case of the Greek citizen’s service centers. TQM Journal.
Putri, E. M., Ekowati, V. M., Supriyanto, A. S., & Mukaffi, Z. (2019). The effect of work environment on employee performance through work discipline. International Journal of Research- Granthaalayah, 7(4), 132–140
Rame, Q. W., Tamunu, L. M., & Rani, L. P. S. (2022). Perilaku Administrasi Dalam Pelayanan Publik (Studi Tentang Prismatis Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Malaka). Jurnal EBI, 4(1).
Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. EPRA International Journal of Research & Development, 4(2), 38-41
Sitopu, Y. B., Sitinjak, K. A., & Marpaung, F. K. (2021). The Influence of Motivation, Work Discipline, and Compensation on Employee Performance. Golden Ratio of Human Resource Management, 1(2), 72-83. https://doi.org/10.52970/grhrm.v1i2.79
Sung, Y.-K., & Hu, H.-H. S. (2021). The impact of airline internal branding on work outcomes using job satisfaction as a mediator. Journal of Air Transport Management, 94, 102063.
Verma, P., Kumar, S., & Sharma, S. (2022). Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach. Benchmarking-an International Journal, 29(1), 22-46
Wiranata, R. A., & Kristhy, M. E. (2022). Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik Sebagai Values Of Law Atas Pelayanan Publik Terhadap Penyandang Disabilitas. Jurnal Komunikasi Hukum (Jkh), 8(1), 208–218.
Yusriadi, U. F., & Farida, U. (2019). Bureaucracy Performance in Public Services in Indonesia. Jurnal Administrare: Jurnal Pemikiran Ilmiah Dan Pendidikan Administrasi Perkantoran, 6(1), 17–24.
Peraturan Perundang-Undangan
(2018). Undang-Undang Nomor 13 Tahun 2018 tentang Serah Simpan Karya Cetak dan Karya Rekam (Lembaran Negara Republik Indonesia Tahun 2018 Nomor 265, Tambahan Lembaran Negara Republik Indonesia Nomor 6291). Sekretariat Negara RI. Jakarta
(2021). Peraturan Pemerintah Nomor 55 Tahun 2021 tentang Peraturan Pelaksanaan Undang-Undang Nomor 13 Tahun 2018 tentang Serah Simpan Karya Cetak dan Karya Rekam (Lembaran Negara Republik Indonesia Tahun 2021 Nomor 77, Tambahan Lembaran Negara Republik Indonesia 6667). Sekretariat Negara RI. Jakarta
Perpustakaan Nasional. (2020). Peraturan Perpustakaan Nasional Republik Indonesia Nomor 4 Tahun 2020 tentang Organisasi dan Tata Kerja Perpustakaan Nasional (Berita Negara Republik Indonesia Tahun 2020 Nomor 519). Jakarta
Perpustakaan Nasional (2023). Peraturan Perpustakaan Nasional Republik Indonesia Nomor 8 Tahun 2023 tentang Standar Pelayanan Penerimaan Karya Cetak dan Karya Rekam (Berita Negara Republik Indonesia Tahun 2023 Nomor 639). Jakarta
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright Notice
Please find the rights and licenses in Abiwara : Jurnal Vokasi Administrasi Bisnis. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1.License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
2.Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3.User Rights
Abiwara : Jurnal Vokasi Administrasi Bisnis, spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Abiwara : Jurnal Vokasi Administrasi Bisnis permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Abiwara : Jurnal Vokasi Administrasi Bisnis on distributing works in the journal and other media of publications.
4.Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Abiwara : Jurnal Vokasi Administrasi Bisnis will not be held liable for anything that may arise due to the author(s) internal dispute. Abiwara : Jurnal Vokasi Administrasi Bisnis will only communicate with the corresponding author.
5.Miscellaneous
Abiwara : Jurnal Vokasi Administrasi Bisnis will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Abiwara : Jurnal Vokasi Administrasi Bisnis editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.