Professionalism And Timeliness in Public Service Management at Class II Immigration Office of Agam
Abstract
In Public sector management, public service has the main goal to realize good service by equity theory. At this time, equity theory is considered relevant because it can describe the relationship between customer perceptions of the distribution of human resources (employees). This employee’s perceptions was demanded that the employees must exhibit their capability which representation through professionalism and timeliness of employees. The novelty of this research is responsiveness as an intervening variable to increase public service. The ability of the employee to solve customer problems also to be customer assessment of service quality, especially in terms of responsiveness. In-depth, good service describe an employee’s timeliness in responding to customer needs, which one aspect to realize customer satisfaction. The objective of this research is to prove the implementation of professionalism and timeliness in increasing customer satisfaction through responsiveness as an intervening variable. This research used a quantitative method with a survey strategy. The research is located at the Class II Immigration office of Agam, West Sumatera. Data was collected using a valid and reliable questionnaire. Then, Data was analyzed using path analysis. The result of the research explains that there are influences of professionalism and timeliness as direct and indirect toward customer satisfaction.
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References
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Kattara, H. S., Weheba, D., & El-Said, O. A. (2015). The impact of employee behaviour on customers’ service quality perceptions and overall satisfaction. African Journal of Hospitality, Tourism and Leisure, 4(2), 309–323.
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Pandey, S. K., & Devasagayam, R. (2010). Responsiveness as antecedent of satisfaction and referrals in financial services marketing. 10th Global Conference on Business & Economics.
Sonne, A.-M. (1999). Determinants of customer satisfaction with professional services–a study of consultant services. Økonomisk Fiskeriforskning, 9(2), 97–107.
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102.
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 232.
Assyahri, W., Adnan, M. F., & Mubarak, A. (2018). Persepsi Mahasiswa terhadap Kinerja BEM dalam Melakukan Koordinasi Ormawa Selingkungan UNP. JESS (Journal of Education on Social Science), 2(2), 136–146. https://doi.org/10.24036/jess/vol2-iss2/143
Assyahri, W., & Frinaldi, A. (2021). Work Culture of Digital Governance Impacting on Citizen Happiness Obtained by Department of Population and Civil Registration of Pariaman City. Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Jawa Tengah, Indonesia, 580–593. https://doi.org/10.4108/eai.21-10-2020.2311930
Assyahri, W., Lanin, D., & Saputra, B. (2021). The External Role of Public Managers in Improving the Quality of Community Services through Delivery to Mentawai Ethnic. Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Jawa Tengah, Indonesia, 570–579. https://doi.org/10.4108/eai.21-10-2020.2311929
Assyahri, W., Milda, F. A., Syafmaini, I. E., & Oktaviaroza, O. (2022). Strategi Pemerintah Kabupaten Solok Selatan dalam Melakukan Pengurangan Risiko Bencana Banjir. JESS (Journal of Education on Social Science), 6(1), 22–31. https://doi.org/10.24036/jess.v6i1.319
Assyahri, W., & Vaguita, M. (2019). Evaluasi Penggunaan Aplikasi Sistem Keuangan Desa (Siskeudes) di Nagari Kayu Tanam Kecamatan 2x11 Kayu Tanam. Nakhoda: Jurnal Ilmu Pemerintahan, 18(2), 79–91.
Bila, A. (2020). The The Employee’s Professionalism to Realize Public Service Satisfaction. Asian Social Science and Humanities Research Journal (ASHREJ), 2(2), 55–62. https://doi.org/10.37698/ashrej.v2i2.26
Bila, A., & Lanin, D. (2020). The The Employee’s Professionalism to Realize Public Service Satisfaction. Asian Social Science and Humanities Research Journal (ASHREJ), 2(2), 54–61.
Bila, A., & Saputra, B. (2019). Strategi Collaborative Governance dalam Pemerintahan. Jurnal Transformasi Administrasi, 9(2), 205.
Bowman, J. S., West, J. P., Berman, E. M., & Van Wart, M. (2016). The professional edge: Competencies in public service. Routledge.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65(3), 34–49.
Dasman Lanin, Syamsir, aziza bila, Bila, A., Lanin, D., & Syamsir. (2019). Model pelayanan sektor pemerintah daerah sumatera barat pada dinas kependudukan dan pencatatan sipil kota pariaman. JESS (Journal of Education on Social Science), 3(2), 222–234. http://jess.ppj.unp.ac.id/index.php/JESS/article/view/213
Fandy, T., & Gregorius, C. (2016). Service, Quality dan Satisfaction edisi 4. In Yogyakarta. Andi Yogyakarta. Andi.
Frinaldi, A. (2017). Mengelola Budaya Organisasi dan Budaya Kerja. Padang: UNP Press.
Frinaldi, A., Embi, M. A., & Bila, A. (2019a). Champs Culture To Increase Employee Performance. Humanus, 18(2), 114. https://doi.org/10.24036/humanus.v18i1.104328
Frinaldi, A., Embi, M. A., & Bila, A. (2019b). Service Culture Chain: Increasing Public Satisfaction. Iapa Proceedings Conference, 58. https://doi.org/10.30589/proceedings.2019.219
Frinaldi, A., Embi, M. A., Bila, A., Angriani, S., & Uttami, A. A. (2020). The Effect of Driver Service Quality on Passenger Satisfaction in Public Transportation. 125(Icpapg 2019), 51–60. https://doi.org/10.2991/aebmr.k.200305.180
Frinaldi, A., Embi, M. A., Utarie, L. R., Bila, A., Putri, N. E., & Saputra, B. (2022). Work Culture and Service Quality in Providing Tourist Satisfaction. Jurnal Manajemen Dan Ilmu Administrasi Publik (JMIAP), 4(4), 283–291. https://doi.org/10.24036/jmiap.v4i4.567
George, Z. (2016). Professionalism: An attempt to measure definition and understanding. International Journal of Medicine and Medical Sciences, 8(5), 51–61.
Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483–1492.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of Business, 9(3), 10.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40–57.
Hardiansyah. (2011). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator dan Implementasinya. Gava Media.
Iberahim, H., Taufik, N. K. M., Adzmir, A. S. M., & Saharuddin, H. (2016). Customer satisfaction on reliability and responsiveness of self service technology for retail banking services. Procedia Economics and Finance, 37, 13–20.
Ivancevich, J. M., Lorenzi, P., Skinner, S. J., & Crosby, P. B. (1997). Management: Quality and competitiveness. European Journal of Engineering Education, 19(2), 239–240.
Johnson, M. D. (1998). Customer orientation and market action. Prentice Hall.
Kattara, H. S., Weheba, D., & El-Said, O. A. (2015). The impact of employee behaviour on customers’ service quality perceptions and overall satisfaction. African Journal of Hospitality, Tourism and Leisure, 4(2), 309–323.
Maresti, D., & Riza, S. (2020). Penilaian Kesehatan Keuangan Koperasi Berdasarkan Peraturan Deputi Bidang Pengawasan Kementerian Koperasi dan UKM RI Nomor: 07/PER/DEP.6/IV/2016 pada KSPPS Tanah Sirah Piai Nan XX Kota Padang Periode 2016-2018. Ekonomis: Journal of Economics and Business, 4(1), 68. https://doi.org/10.33087/ekonomis.v4i1.88
Mori, A. (2020). The Search for Public Services Efficiency: Structure of the Public Sector and Drivers of Outsourcing. In Employment Relations in Outsourced Public Services (pp. 91–114). Springer.
Pandey, S. K., & Devasagayam, R. (2010). Responsiveness as antecedent of satisfaction and referrals in financial services marketing. 10th Global Conference on Business & Economics.
Sonne, A.-M. (1999). Determinants of customer satisfaction with professional services–a study of consultant services. Økonomisk Fiskeriforskning, 9(2), 97–107.
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102.
Published
2023-05-24
How to Cite
BILA, Aziza; ASSYAHRI, Wahib.
Professionalism And Timeliness in Public Service Management at Class II Immigration Office of Agam.
JESS (Journal of Education on Social Science), [S.l.], v. 7, n. 1, p. 64-73, may 2023.
ISSN 2550-0147.
Available at: <http://jess.ppj.unp.ac.id/index.php/JESS/article/view/462>. Date accessed: 20 nov. 2024.
doi: https://doi.org/10.24036/jess.v7i1.462.
Section
Artikel
