Article Sidebar

Download
PDF
Statistic
Read Counter : 140 Download : 132

Main Article Content

Abstract

The purpose of this study was to determine the effect of Quality of Public Services, Work Discipline, and Organizational Culture to Community Satisfaction. The population in this study were the people of Waluya Village who already had KTPs in hamlet II with a total of 833 family cards. Sampling using the Slovin method with a sample of 270 respondents. The data collection technique used a questionnaire distributed to respondents. Questions in the questionnaire were scored on a Likert scale of 1-5. The data analysis used is multiple linear regression analysis. The results of the regression analysis in this study indicate that partially or simultaneously, the quality of public services, work discipline, and organizational culture have a positive and significant effect on community satisfaction. Simultaneously improving the quality of public services, employee discipline, and good organizational culture will have a positive impact on increasing community satisfaction.

Keywords

Quality of Public Services Work Discipline Organizational Culture Community Satisfaction

Article Details

Creative Commons License

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

How to Cite
Rulianti, E., & Nurpribadi, G. (2024). The Effect of Public Service Quality, Work Discipline, and Organizational Culture on Community Satisfaction. Ilomata International Journal of Social Science, 5(1), 60-74. https://doi.org/10.52728/ijss.v5i1.1059

References

  1. Abdullah, N. H., Shamsuddin, A., Wahab, E. K. A., & Hamid, N. A. A. (2019). The relationship between organizational culture and product innovativeness. Procedia-Social and Behavioral Sciences, 1(2), 671–678.
  2. Aldashev, G., Marini, M., & Verdier, T. (2018). Governance of nonprofit and public organizations: Do organisational forms influence efficiency? Annals of Public and Cooperative Economics, 89(2), 253–279.
  3. Aldulaimi, S. H. (2016). Fundamental factors affecting customer satisfaction of public sector service quality in Iraqi ministries. Social Responsibility Journal.
  4. Andrews, R., & Wankhade, P. (2017). Organizational innovation, public services and social value: The challenges of co-production and public service modernization. Springer.
  5. Ann, & Blum. (2020). Discipline, public service motivation, and teacher satisfaction. Public Personnel Management, 49(3), 419–444.
  6. Azizollah, A., Abolghasem, F., & Mohammad Amin, D. (2015). The Relationship Between Organizational Culture and Organizational Commitment in Zahedan University of Medical Sciences. Global Journal of Health Science, 8(7), 195. https://doi.org/10.5539/gjhs.v8n7p195
  7. Blouin, D., Tekian, A., & Harris, I. B. (2019). Do organizational cultures of Canadian medical schools promote a quality culture? Medical Teacher, 41(6), 662–667. https://doi.org/10.1080/0142159X.2018.1540774
  8. Cheng, Y., Shi, Y., & Andrew, S. (2020). Exploring the Link between Fiscal Arrangements and the Quality of Public Services: Evidence from Major U.S. Urban Park Systems. Public Performance and Management Review, 43(6), 1445–1470. https://doi.org/10.1080/15309576.2020.1781215
  9. Diaz-Serrano, L., & Meix-Llop, E. (2019). Decentralization and the quality of public services: Cross-country evidence from educational data. Environment and Planning C: Politics and Space, 37(7), 1296–1316. https://doi.org/10.1177/2399654418824602
  10. Dwiyanto, A., Kusumasari, B., & Eko, P. (2017). Public Service Quality in ASEAN Countries: A Cross-National Analysis. Korean Journal of Policy Studies, 32(2).
  11. Grimmelikhuijsen, S., Porumbescu, G., Hong, B., & Im, T. (2019). The effect of transparency on trust in government: A cross-national comparative experiment. Public Administration Review, 73(4), 575–586.
  12. Idris. (2019). The influence of work discipline on employee performance. International Journal of Research and Review, 6(3), 125–132.
  13. Jeong, M. G., & Jung, C. S. (2021). Red tape and community satisfaction with the government: Exploring the effects of administrative burdens in South Korea. Public Performance & Management Review, 44(4), 938–962.
  14. Jung, C. S. (2019). Why are goals important in the public sector? Exploring the benefits of goal clarity for reducing turnover intention. International Review of Administrative Sciences, 85(1), 70–87.
  15. Kampen, J. K., De Walle, S. V., & Bouckaert, G. (2021). Back to the future? Replicating Van Ryzin’s study on citizen trust. Public Management Review, 23(6), 830–851.
  16. Kaur, P. (2020). Workplace discipline and employee performance. Journal of Critical Reviews, 7(2), 477–479.
  17. Kaur, & Sambasivan. (2018). The influence of organizational culture, workplace discipline and workplace environment on organizational commitment. International Journal of Engineering and Technology, 7(4), 3779–3782.
  18. Kim, S., & Han, J. H. (2015). Perceived organizational culture and its influence on organizational citizenship behavior and customer-oriented prosocial behavior of service employees. International Entrepreneurship and Management Journal, 11(3), 647–671.
  19. Kumari, N., & Singh, D. (2018). Impact of Organizational Culture on Employee Performance. Prabandhan: Indian Journal of Management, 11(6), 53. https://doi.org/10.17010/pijom/2018/v11i6/128442
  20. Kwon, S., & Guo, B. (2019). South Korean nonprofits under the voucher system: Impact of organizational culture and organizational structure. International Social Work, 62(2), 669–683. https://doi.org/10.1177/0020872817742701
  21. Kyriacou, A. P., & Roca-Sagalés, O. (2019). Local Decentralization and the Quality of Public Services in Europe. Social Indicators Research, 145(2), 755–776. https://doi.org/10.1007/s11205-019-02113-z
  22. Le, B. P., & Tam, V. W. (2022). Citizen satisfaction with public services–the role of service quality, culture, governance quality and corruption. Cities, 118.
  23. Lyu, J., & Lee, M. (2021). How leadership and public service motivation enhance employee commitment and customer orientation. Public Management Review, 23(3), 305–327.
  24. Mahmoud, M. A., & Hinson, R. E. (2012). Market orientation, innovation and corporate social responsibility practices in Ghana’s telecommunication sector. Social Responsibility Journal.
  25. Martins, N., & Coetzee, M. (2019). Organizational culture in public sector institutions. In Managing Public Sector Reform in South Africa, 101–122.
  26. Morgeson, F. V. (2012). Expectations, disconfirmation, and citizen satisfaction with the US federal government: Testing and expanding the model. Journal of Public Administration Research and Theory, 23(2), 289–305.
  27. Mpinganjira, M., Maduku, D. K., Duh, H. B., & Kauffmann, E. E. (2022). Understanding the main and interaction effects of service quality dimensions on client satisfaction. Acta Commercii, 22(1), 1–13.
  28. Nasiriani, K., Ramayah, T., Gherardi, S., & Nafar, H. (2020). Service quality, customer satisfaction and customer loyalty within the e-banking sector in Iran. International Journal of Bank Marketing.
  29. Nikpour, A. (2017). The impact of organizational culture on organizational performance: The mediating role of employee’s organizational commitment. International Journal of Organizational Leadership, 6(1), 65–72. https://doi.org/10.33844/ijol.2017.60432
  30. Nongo, E. S., & Ikyanyon, D. N. (2012). The influence of corporate culture on employee commitment to the organization. International Journal of Business and Management, 7(2), 21–28.
  31. Pandya, M. (2022). Exploring the Impact of E-HRM on Employee Performance: Mediation of Work Discipline. Qualitative Research in Organizations and Management: An International Journal.
  32. Park, J. (2022). Organizational culture, red tape, and administrative corruption: Focusing on the moderated mediation effect of public service motivation. Public Personnel Management, 51(1), 118–143.
  33. Park, S., & Jo, S. J. (2018). The impact of organizational culture on public service motivation and performance. Sustainability, 10(12), 4614.
  34. Park, S. M., Lee, T. H., & Kwak, W. J. (2017). The effects of organizational culture, community partnership, strategic flexibility on the performance in South Korean local governments. Local Government Studies, 43(1), 40–57.
  35. Satyawati, E. (2019). The effect of work discipline on employee performance. International Journal of Research and Review, 6(10), 74–79.
  36. Schneider, B., Ehrhart, M. G., & Macey, W. H. (2013). Organizational Climate and Culture. Annual Review of Psychology, 64(1), 361–388. https://doi.org/10.1146/annurev-psych-113011-143809
  37. Van der Voet, J., & Van de Walle, S. (2018). How cutbacks and job satisfaction are related: The role of top-level public managers’ autonomy. Review of Public Personnel Administration, 3(1), 5–23.
  38. Van Ryzin, G. G. (2021). Recovering public trust and confidence in government: A model and evidence from federal surveys. Public Management Review, 23(10), 1490–1509.
  39. Vandenabeele, W., Leisink, P., & Knies, E. (2020). Public value creation, measurement and leadership. Policy and Society, 39(4), 489–502.
  40. Wittmer, D., & Coursey, D. (2018). Citizen support for government work culture reform: Why trust in public officials matters. Review of Public Personnel Administration, 38(2), 207–224.