PENGARUH KEPEMIMPINAN TRANSFORMASIONAL, KOMUNIKASI INTERPERSONAL, DAN KOMITMEN ORGANISASIONAL TERHADAP KUALITAS PELAYANAN PUBLIK PADA KANTOR PELAYANAN KEKAYAAN NEGARA DAN LELANG DENPASAR

Authors

  • Ni Wayan Ari Sudiartini Jurusan Kewirausahaan, Fakultas Ekonomi dan Bisnis Universitas Mahendradatta
  • Ni Kadek Ari Sintya Dewi Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahendradatta
  • Sri Ernawati Zunaidin Sekolah Tinggi Ilmu Ekonomi Bima, NTB

Keywords:

Transformational Leadership, Interpersonal Communication, Commitment Organizational, Quality of Public Service

Abstract

Quality services are services that are supported by the actions of good, responsible, fair, fast and precise officers where this greatly affects the quality of service of an agency. improving the quality of public services is certainly not easy, because it cannot be separated from various influencing factors such as the influence of transformational leadership, interpersonal communication and organizational commitment, this study aims to determine the effect of transformational leadership, interpersonal communication and organizational commitment on the quality of public services in Denpasar State Property and Auction Service Office.               This research was conducted at the Denpasar State Property and Auction Service Office, in this study a sample of 42 people who were employees of the Denpasar State Property and Auction Service Office. In this study using quantitative research methods sourced from primary data, data collection was carried out using observation, interviews, documentation studies, literature and questionnaires. The data analysis technique used research instrument test, classical assumption test, descriptive analysis, multiple regression analysis, and model feasibility test.               The results show that (1) transformational leadership partially has a significant effect on the quality of public services at the Denpasar State Property and Auction Service Office, this is evidenced by the tcount value is greater than the ttable value (3.435 > 1.686), and the significance value is smaller than 0.05 (0.001 < 0.05). (2) Interpersonal communication partially has a significant effect on the quality of public services at the Denpasar State Property and Auction Service Office, this is evidenced by the tcount value greater than the ttable value (3.978 > 1.686) and the significance value less than 0.05 (0.001) <0.05). (3) Organizational commitment partially has a significant effect on the quality of public services at the Denpasar State Property and Auction Service Office, this is evidenced by the tcount value greater than the ttable value (2.318 > 1.686) and the significance value less than 0.05 (0.001) <0.05). (4) Transformational Leadership, Interpersonal Communication, Organizational Commitment simultaneously have a significant effect on the quality of public services at the Denpasar State Property and Auction Service Office, this is evidenced by the fcount value greater than ftable (13.198 > 2.852), and a significance value of 0.001 less than 0.05 (0.001 < 0.05). 

References

Afifah, N. (2017). Gaya Kepemimpinan Transformasional, Orientasi Pasar Dan Kualitas Pelayanan Terhadap Kinerja Pdam Tirta Khatulistiwa Pontianak Kalimantan Barat. Ekuitas (Jurnal Ekonomi Dan Keuangan), 1(1), 1-23.

AJI, B. (2017). Pengaruh Komitmen Organisasional, Kepuasan Kerja, Dan Budaya Organisasi Terhadap Kualitas Layanan (Studi Kasus Karyawan PT Kereta Api Indonesia Daop VI Yogyakarta). Prodi Manajemen 2017.

Arthawan, K. J., & Mujiati, N. W. (2017). Pengaruh Gaya Kepemimpinan Transformasional Dan Kepuasan Kerja Terhadap Kinerja Karyawan Pada LPD Kesiman Di Denpasar (Doctoral Dissertation, Udayana University).

Aryani, P. (2013). Pengaruh Komunikasi Interpersonal, dan Kinerja Karyawan Terhadap Kualitas Pelayanan Publik Perpustakaan Fakultas Ekonomi Universitas Negeri Padang (Doctoral dissertation, Universitas Negeri Padang).

Bahaudin, M. (2020). Pengaruh Komitmen Organisasional, Kepuasan Kerja, Dan Budaya Organisasi Terhadap Kualitas Layanan (Studi Kasus Pada Karyawan PT Kereta Api Indonesia Di Kabupaten Lamongan). Jekma, 1(5).

Ghozali, Imam. 2016. Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro

Handayani, L., & Suryani, N. (2019). Pengaruh Kinerja Pegawai, Komunikasi Interpersonal Dan Lingkungan Kerja Fisik Terhadap Kepuasan Masyarakat Melalui Kualitas Pelayanan. Economic Education Analysis Journal, 8(2), 743-757.

Hardiyansyah, H. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator Dan Implementasinya. Gava Media.

Kasim, L. M., Adnyani, I. D., & Netra, I. G. S. K. Pengaruh Komunikasi Interpersonal Dan Servant Leadership Terhadap Komitmen Organizational Karyawan Single Fin Bar And Restaurant Di Kabupaten Badung.

Lie, E. S. (2016). Pengaruh Komitmen Organisasional Dan Perilaku Kepemimpinan Terhadap Kualitas Pelayanan Bank Ntt. Jurnal Ilmiah Ilmu Administrasi Publik, 5(2), 64-72.

Rahmadana, M. F., Mawati, A. T., Siagian, N., Perangin-Angin, M. A., Refelino, J., Tojiri, M. Y., ... & Bahri, S. (2020). Pelayanan Publik. Yayasan Kita Menulis.

Rahmi, S. (2021). Komunikasi Interpersonal Dan Hubungannya Dalam Konseling. Syiah Kuala University Press.

Ruffiah, R., & Muhsin, M. (2018). Pengaruh Komunikasi Interpersonal, Pemanfaatan Teknologi Informasi, Budaya Organisasi, Dan Gaya Kepemimpinan Transformasional Terhadap Kualitas Pelayanan. Economic Education Analysis Journal, 7(3), 1163-1177.

Selvi Rianti, Z. R., & Yuliani, F. Kualitas Pelayanan Publik. Jiana (Jurnal Ilmu Administrasi Negara), 17(2), 412-419.

Setiaji, A., & Djastuti, I. (2015). Analisis Pengaruh Gaya Kepemimpinan Transformasional, Motivasi Kerja Dan Komitmen Organisasional Terhadap Kinerja Karyawan (Studi Pada Karyawan Staff Pt Taspen (Persero) Kantor Cabang Utama Semarang) (Doctoral Dissertation, Fakultas Ekonomika Dan Bisnis).

Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, Dan R&D. Bandung: Alfabeta.

Sugiyono. 2014. Metode Penelitian Kuantitatif, Kualitatif, Dan Kombinasi (Mixed Methods). Bandung: Alfabeta

Tucunan, R. J. A., Supartha, W. G., & Riana, I. G. (2014). Pengaruh Kepemimpinan Transformasional Terhadap Motivasi Dan Kinerja Karyawan. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 3(09), 533-550.

Zayani, N. A., Muhsin, M., & Rozi, F. (2020). Pengaruh Kompetensi, Kenyamanan Lingkungan, Komunikasi Interpersonal, dan Semangat Kerja Terhadap Kualitas Pelayanan Administrasi Terpadu Bidang Non Perizinan. Economic Education Analysis Journal, 9(3), 768-788.

Downloads

Published

2023-02-02

Issue

Section

Articles