JIEMS (Journal of Industrial Engineering and Management Systems)

One indicator that shows the quality of government performance is the quality of public service offices. Public services in Indonesia have an important role in economic and political life. The magnitude of the role of the district office in providing services around population bureaucracy issues, especially in the province of DKI Jakarta, is still often getting complaints from the public. This study aims to assess the level of community satisfaction with the quality of district office services in the Jakarta province, specifically the North Jakarta municipality. This study uses multilinear regression and uses the T-test to find out the significant level of influence of independent variables on the dependent. The study used five exogenous variables (procedures, information, time, facilities, and infrastructure, and environmental comfort) and 1 endogenous variable (satisfaction). The results of this study are all exogenous variables that have a positive and significant effect on the satisfaction of Jakarta citizens, which means that urban district office services have a positive and significant effect on the satisfaction of Jakarta citizens when viewed from procedures, information, time, facilities, and infrastructure as well as environmental comfort. The provincial government of DKI Jakarta must maintain and improve existing service procedures, some attributes of information that are already very good, good values regarding the certainty of the time of completion of services, several aspects of facilities and infrastructure, and comfortable environmental conditions, both in the service office or in the service support facilities.

Government; Public services; Society satisfaction; District office

Chatzoglou, P. et al. (2013) “Service quality in the public sector: The case of the Citizen’s Service Centers (CSCs) of Greece,” International Journal of Productivity and Performance Management, 62(6), hal. 583–605. doi: 10.1108/IJPPM-12-2012-0140.

Lestari, A., Tannady, H. dan Nurprihatin, F. (2018) “Analisis Produktivitas Kasir Guna Menentukan Beban Kerja Menggunakan Work Sampling pada Gerai Makanan Cepat Saji,” in Prosiding Seminar Rekayasa Teknologi. Jakarta: Fakultas Teknik Universitas Pancasila, hal. 578–587.

Ningsih, A. A. (2015) “Kinerja Aparatur dalam Meningkatkan Pelayanan Publik pada Kantor Kelurahan Nunukan Tengah Kabupaten Nunukan,” eJournal Ilmu Administrasi Negara, 3(4), hal. 1295–1306.

Papadomichelaki, X. dan Mentzas, G. (2011) “Analysing E-government Service Quality in Greece,” Electronic Government, 8(4), hal. 290–308. doi: 10.1504/EG.2011.042808.

Rahayu, M., Rasid, F. dan Tannady, H. (2018) “Effects of Self Efficacy, Job Satisfaction, and Work Culture Toward Performance of Telemarketing Staff in Banking Sector,” South East Asia Journal of Contemporary Business, Economics and Law, 16(5), hal. 47–52.

Rahayu, M., Rasid, F. dan Tannady, H. (2019) “The Effect of Career Training and Development on Job Satisfaction and its Implications for the Organizational Commitment of Regional Secretariat (SETDA) Employees of Jambi Provincial Government,” International Review of Management and Marketing, 9(1), hal. 79–89.

Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D. dan Naidoo, P. (2010) “Service Quality in Public Service,” International Journal of Management and Marketing Research, 3(1), hal. 37–50.

Rusnani, S. (2013) “Persepsi Masyarakat tentang Pelayanan Publik di Kantor Kelurahan Handil Bakti Kecamatan Palaran Kota Samarinda,” eJournal Administrasi Negara, 1(2), hal. 365–379.

Sancoko, B. (2010) “Pengaruh Remunerasi terhadap Kualitas Pelayanan Publik,” Bisnis dan Birokrasi: Jurnal Ilmu Administrasi dan Organisasi, 17(1), hal. 43–51. doi: 10.20476/jbb.v17i1.625.

Soetopo, H. S. R., Tannady, H. dan Nurprihatin, F. (2017) “Perancangan Ulang Tata Letak Pasar Johar Baru untuk Mengurangi Kepadatan Lalu Lintas dalam Pasar,”Journal of Industrial Engineering and Management Systems, 10(1), hal. 12–24.

Sulistiyani, Hasiolan, L. B. dan Warso, M. M. (2016) “Analisis Pengaruh Indeks Kepuasan Masyarakat terhadap Pelayanan Publik di Kelurahan Pudakpayung Kecamatan Banyumanik Kota Semarang,” Journal of Management, 2(2), hal. 1–25.

Sunyoto (2009) Analisis Regresi dan Uji Hipotesis. Yogyakarta: Media Pressindo.

Tannady, H. et al. (2017) “Analisis Kualitas Jasa pada Maskapai Penerbangan Rute Domestik Tarif Menengah Kebawah dengan Menggunakan Metode Servqual dan Metode Importance and Performance Analysis,” in Prosiding Seminar Nasional Teknologi dan Informatika. Kudus: Fakultas Teknik Universitas Muria Kudus, hal. 523–529.

Tannady, H., Erlyana, Y. dan Nurprihatin, F. (2019) “Effects of work environment and self-efficacy toward motivation of workers in creative sector in province of Jakarta, Indonesia,” Quality - Access to Success, 20(172), hal. 165–168.

Tannady, H., Ismuhadjar, H. dan Zami, A. (2019) “The Effect of Organizational Culture and Employee Engagement on Job Performance of Healthcare Industry in Province of Jakarta, Indonesia,” Quality: Access to Success, 20(169), hal. 18–22.

Tannady, H., Nurprihatin, F. dan Hartono, H. (2018) “Service quality analysis of two of the largest retail chains with minimart concept in Indonesia,” Business: Theory and Practice, 19, hal. 177–185. doi: 10.3846/BTP.2018.18.

Tannady, H. dan Sitorus, T. (2017) “Role of Compensation, Organization Culture, and Leadership on Working Motivation of Faculty Member (Study Case: Universities in North Jakarta),” IOSR Journal of Business and Management, 19(10), hal. 41–47. doi: 10.9790/487X-1910034147.

Tanuwijaya, C. dan Tannady, H. (2019) “Evaluasi Produk dan Pelayanan di Toko Buku Gramedia Emporium Pluit Mall Jakarta Utara Menggunakan Service Quality,” in Prosiding Seminar Nasional Sains dan Teknologi Informasi. Medan: STMIK Budi Darma, hal. 25–28.

Tjiptono, F. (2004) Manajemen Jasa. Yogyakarta: Andi.

Yandri, P. (2013) “Kepuasan Masyarakat terhadap Pelayanan Kelurahan setelah Pemekaran di Tangerang Selatan,” Journal Liquidity, 2(2), hal. 151–159.