Peran Dimensi Motivasi Pelayanan Publik Dalam Meningkatkan Komitmen Afektif Pegawai

Agustina, Iin; Pradesa, Hafid Aditya; Putranto, Ricky Adi

doi:10.24167/jemap.v4i2.3237

Cited by 11 publications

(16 citation statements)

References 25 publications

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“…Beberapa tinjauan telah menekankan pentingnya aktor dalam proses penyampaian layanan bagi masyarakat tersebut sebagai hal terpenting untuk menunjang performa dari organisasi publik (Agustina et al, 2021;Dawud et al, 2018;Pradesa, 2018;Pradesa et al, 2019;Widiaswari, 2012). Meski begitu, sektor publik tidak bersifat kebal terhadap revolusi yang telah melanda banyak negara untuk sektor jasa komersial.…”

Section: Pendahuluanunclassified

“…(Novira et al, 2020;Zulvia & Haryanto, 2021). Meskipun proses pelayanan dalam organisasi publik dapat ditinjau dari aktor yang meproses layanan tersebut (Agustina et al, 2021;Musdalipa et al, 2017;Putranto et al, 2018;Widiaswari, 2012), tetapi dinilai penting untuk melihat kepuasan dalam konteks pelayanan bagi publik atau masyarakat. Ketika pengguna layanan mengakses layanan yang disediakan oleh instansi pemerintah, maka mereka memiliki harapan untuk mendapatkan pelayanan yang baik.…”

Section: Pelanggan Biasanya Menilai Kualitas Layanan Dengan Membandin...unclassified

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Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan

Pramuditha

2021

JPRO

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Dalam perspektif penyelenggaraan pelayanan publik, paradigma new public management telah dikenali bermanfaat dalam upaya memahami tentang layanan yang berkualitas yang bermuara pada kepuasan penggunanya. Baik kualitas layanan maupun kepuasan pelanggan telah dikenali erat berkaitan dengan ekspektasi dari pengguna layanan. Penelitian ini bertujuan untuk menguji peran terpenting dari aspek dimensi kualitas layanan yang diberikan yang dapat meningkatkan kepuasan pengguna layanan. Sebanyak 62 pengguna layanan E-KTP yang menjadi responden dalam penelitian ini. Tehnik analisis regresi berganda digunakan untuk menjawab pertanyaan penelitian. Hasil penelitian menunjukkan dari kelima dimensi kualitas layanan terungkap bahwa hanya bukti fisik dan jaminan yang mempunyai pengaruh penting terhadap kepuasan pengguna layanan E-KTP pada Kecamatan Bogor Barat. Dengan tingkat keragaman atau koefisien determinasi total yang besar, model penelitian ini menunjukkan bahwa varian penjelas dari kepuasan pengguna layanan E-KTP dapat dilihat dari keragaman bukti fisik, keandalan, daya tanggap, jaminan, serta empati. Penelitian memberikan kontribusi yang signifikan terhadap praktik dan kajian empiris di bidang penelitian kepuasan pada pengguna layanan publik.

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Section: Pendahuluanunclassified

Section: Pelanggan Biasanya Menilai Kualitas Layanan Dengan Membandin...unclassified

Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan

Pramuditha

2021

JPRO

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“…The empirical results from Putranto & Anwar (2021) reveal how public service motivation felt by employees can still be categorized as good enough even in a pandemic situation. While several other studies have shown that public service motivation can encourage a person's level of emotional attachment (Agustina et al, 2021) and is associated with forms of job satisfaction and better performance results (Hidayati & Sunaryo, 2019;Putranto et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…In the service delivery process, the existence of human resources is very important as an actor who plays a role in the service delivery process (Agustina et al, 2021;Guswandi et al, 2020;Kock & Burke, 2008). Therefore, managing human resources has always been an interesting discussion in the organization, including public organizations.…”

Section: Introductionmentioning

confidence: 99%

How Well are Job Burnout and Engagement Related to Public Service Motivation Among Civil Servants? Empirical Evidence in Pandemic Setting

Agustina¹,

Rindiani²,

Dellarosa³

et al. 2022

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This study aims to analyze how job burnout and engagement could affect public service motivation among civil servants in Bandung, West Java, Indonesia. The sample in this study was employees who worked in public organizations in Bandung Raya, West Java Province, Indonesia. By using a purposive sampling technique, about 73 civils who are willing to become respondents and participate in the research. The results reveal that all hypotheses proposed in the study can be confirmed. An important finding from this study is the mediating role of job engagement on the effect of job burnout on public service motivation. Although job burnout can directly reduce job engagement and public services motivation, if public organizations can manage job engagement better, they will be able to increase public services motivation even more. The development of relationships between concepts and patterns that apply in context and other research designs is highly recommended to uncover interesting things that may not have been found in this study. Recommendations for further research are to expand the scope of the research object, in addition to re-examining the validity of the model, it is also expected to reveal other things that are important information for policymakers and leaders in public sector organizations.

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“…Managing a Village Government organization is not always synonymous with managing a (public) organization. If in public organizations the creation of public values such as service user or community satisfaction and trust has become an important measure in evaluating public sector organizations (Agustina et al, 2021;Novira et al, 2020;Pramuditha & Agustina, 2022), then in Village government challenges are more diverse because there is a need to manage village-owned enterprises and sustainability is one of the most important goals to be achieved (Pradesa & Agustina, 2020). On the other hand, the perspective of good village governance emphasizes how to simultaneously create accountability and sustainability in order to continue to provide greater public benefits and value.…”

Section: Introductionmentioning

confidence: 99%

Policy Advocacy for Strengthening Village Governance in Developing Tourism Destination in Wangunharja Village

Pradesa

Zulvia

Syawali

2022

EPS

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The development of tourism villages has become one of important programs of current government. Wangunharja Village, one of area in Lembang District, West Bandung Regency in West Java, has tourism potential that can be developed by stakeholders. The implementation of this community service activity uses the focus grup discussion method in order to increase understanding and involvement among stakeholders of the Wangunharja Village. The subject of the intense discussion with the Village Community was about understanding strengthening social capital in the process of developing tourism destinations. As a result, community gave a positive response and expressed their commitment in strengthening social capital such as form of collective action for managing resources in their area. This subject condition will be followed up by the Wangunharja Village Government by developing policies that encourage positive affirmations that could lead to more involvement among village communities. This activity recommends further activities in the form of workshops to guide the community in the process of developing tourism destinations in a sustainable manner.

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Peran Dimensi Motivasi Pelayanan Publik Dalam Meningkatkan Komitmen Afektif Pegawai

Cited by 11 publications

References 25 publications

Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan

Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan

How Well are Job Burnout and Engagement Related to Public Service Motivation Among Civil Servants? Empirical Evidence in Pandemic Setting

Policy Advocacy for Strengthening Village Governance in Developing Tourism Destination in Wangunharja Village

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