PENGARUH PERILAKU BIROKRASI TERHADAP KUALITAS PELAYANAN PUBLIK DI SAMSAT  KOTA GORONTALO

Sri Ramla Dali; Ismet Sulila; Juriko Abdussamad

doi:10.71128/e-gov.v2i4.166

Authors

Sri Ramla Dali Universitas Negeri Gorontalo, Kota Gorontalo, Indonesia
Ismet Sulila Universitas Negeri Gorontalo, Kota Gorontalo, Indonesia
Juriko Abdussamad Universitas Negeri Gorontalo, Kota Gorontalo, Indonesia

DOI:

https://doi.org/10.71128/e-gov.v2i4.166

Keywords:

Bureaucratic Behavior, Public Service Quality, One-stop Administration Service Office, Gorontalo City

Abstract

Indonesia's Public services frequently encounter challenges, such as a lack of dedication and poor service quality. This study aimed to determine the influence of bureaucratic behavior on the quality of public services in the One-stop Administration Service Office of Gorontalo City. This quantitative research used a descriptive method and a referential approach applied to 34 samples. This study used validity and reliability tests to examine the instrument. The data analysis techniques used were normality test, determinant coefficient (R), t-test, and simple linear regression analysis with SPSS 26 software. Based on the analysis, the t-count test was 11.962, and the t-table was 2.036. This result indicated that He was rejected and H, was confirmed, or there was a significant influence between bureaucratic behavior and the quality of public services in the One-stop Administration Service Office of Gorontalo City. Further, the determinant coefficient (R2) test obtained 0.817, which meant bureaucratic behavior (independent variable or X) influenced 81.7% of the quality of public services (dependent variable or Y). The other 18.3% of the results were influenced by other variables: leadership, apparatus competence, awards, and the availability of work facilities.

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