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This research aims to analyze the performance of employees in providing birth certificate making services at the Sananakulon Village Office, as well as identify supporting and inhibiting factors in the service process. The approach used is qualitative with data collection methods through in-depth interviews, direct observation, and documentation. The research informants consisted of village officials, service officers, and community members who had taken care of birth certificates, which were selected using the purposive sampling technique. Data analysis is carried out through the stages of data collection, data reduction, and conclusion drawn. The results of the study show that the performance of employees in birth certificate services is quite good, characterized by responsiveness and a friendly attitude towards the community. However, the implementation has not fully met the employee performance indicators according to Dwiyanto's theory (2006), especially in terms of efficiency and accountability. Supporting factors include employee commitment, leadership support, and community participation, while inhibiting factors include limited human resources, infrastructure, and lack of technical training. This study recommends increasing employee capacity and improving technology-based service systems to support more optimal and accountable public services.

This study evaluates the service maturity of the e-Visa system at the Class I TPI Cirebon Immigration Office with reference to two ITIL 4 practices: Incident Management and Service Request Management. Operationally, the office acts as a user while technical handling is centralized at a national helpdesk. A mixed-method approach was applied, combining staff/admin questionnaires with instrument validity, reliability checks, snapshot analysis of helpdesk tickets, and brief observations. The analysis identifies key issues: the absence of a locally agreed Service Level Agreement (SLA), delays in resolving high-priority incidents, and inconsistent communication of status and estimated time to resolution. Findings indicate a gap between perceived process maturity and ticket-based operational performance, especially for high-priority cases. The study proposes actionable improvements formalizing SLAs with the central team, a fast-track for urgent cases, concise submission guidance for routine requests, and results of the web-based recommendation dashboard. These results are relevant for similar user units operating under centralized support.

This study aims to find out whether the influence of leadership style, work motivation, and the provision of work compensation on efforts to increase employee loyalty of the Special Region of Yogyakarta (DIY) Post Office. The type of research used in this study is a quantitative research approach. The research conducted sampling at the Special Region Post Office of Yogyakarta. The sampling technique is using the Nonprobability Sampling technique with a saturated sampling approach. The sample used was 56 respondents. The data collection method used a questionnaire that had been tested for validity, reliability, classical assumption test, multiple linear analysis, hypothesis test and determinism coefficient. The data was analyzed using SPSS version 25. The results of the study showed that partially the variables of leadership style had a positive and insignificant effect on the variables of employee loyalty, partially the variables of work motivation had a positive and insignificant effect on employee loyalty, and partially the work compensation had a positive and significant effect on employee loyalty. At the same time, it was shown that the variables of leadership style, work motivation, and work compensation had a positive and significant effect on the loyalty variables of employees of the Special Region of Yogyakarta Post Office.

The implementation of the Land Dispute Handling and Resolution Policy through Mediation at the Pekanbaru City Land Office has several phenomena such as the number of mediations exceeding the target every year, no change in targets, and a low number of resolutions through mediation. This policy aims to provide legal certainty in order to implement land policy, which is one of the tasks and functions of the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency. The purpose of this research is to analyze and describe the Implementation of Land Dispute Handling and Resolution Policy Through Mediation at the Pekanbaru City Land Office. Additionally, it aims to identify the inhibiting factors of the Implementation of Land Dispute Handling and Resolution Policy Through Mediation at the Pekanbaru City Land Office using the Policy Implementation theory according to Van Meter and Van Horn. This research employs a qualitative descriptive research type by collecting data through interviews, observations, and documentation. The results of this study indicate that the Implementation of Land Dispute Handling and Resolution Policy Through Mediation at the Pekanbaru City Land Office has not been carried out effectively due to several shortcomings in various factors. The inhibiting factors include the complexity of synchronizing mediation schedules, inadequate budget, and low mediation success rate.

This study evaluates the effectiveness of M-Passport service management at the Immigration Office Class I TPI Cirebon using the ITIL V3 framework, focusing on Service Strategy and Service Operation. A quantitative approach was applied through observation, structured interviews, and questionnaires distributed to applicants and staff. Data were analyzed using Maturity Level assessment and GAP Analysis. The findings indicate that the M-Passport service has reached Level 4 (Managed) with an average score of 3.77, showing that processes are measurable, controlled, and consistently implemented. However, Incident Management remains at Level 3 (Defined) with the largest deviation from the expected level, while Problem Management, Request Fulfillment, and Business Relationship Management also show minor gaps. The study recommends strengthening incident handling procedures, enhancing communication strategies, improving applicants’ digital literacy, and increasing staff competencies. These improvements are expected to optimize ITIL V3 implementation and enhance technology-based public service delivery.

Restrukturisasi organisasi di Kantor Wilayah Direktorat Jenderal Pemasyarakatan Jawa Timur merupakan dampak dari pemisahan Kementerian Hukum dan Hak Asasi Manusia yang melahirkan Kementerian Imigrasi dan Pemasyarakatan. Tujuan dari artikel ini adalah untuk mengetahui proses restrukturisasi organisasi di Kantor Wilayah Direktorat Jenderal Pemasyarakatan Jawa Timur dengan fokus pada perubahan struktur, sistem, dan sumber daya manusia. Penelitian ini menggunakan pendekatan kualitatif dengan desain studi kasus, dengan teknik pengumpulan data melalui wawancara mendalam, observasi lapangan, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa restrukturisasi menghasilkan struktur yang lebih ramping dengan pembentukan ketua tim (KETIM) yang mempercepat proses pengambilan keputusan. Namun, ditemukan beberapa masalah yang muncul yaitu: 1) ketidaksiapan sumber daya manusia dalam menyesuaikan budaya kerja baru, 2) alur pelaporan yang belum sepenuhnya jelas, 3) resistensi pegawai terhadap perubahan, serta 4) sistem teknologi informasi seperti STAR ASN yang belum sepenuhnya terintegrasi sehingga menyebabkan inefisiensi administrasi. Penelitian ini menegaskan bahwa restrukturisasi memerlukan kebijakan pendukung berupa pelatihan pegawai, sosialisasi yang lebih intensif, serta penguatan integrasi sistem teknologi informasi agar tujuan reformasi birokrasi dapat tercapai secara optimal

This study investigates the impact of Employee Engagement and Work-Life Balance on Job Satisfaction among employees at the Depok City Land Office. The research employed purposive sampling to select participants, and data were collected directly through questionnaires distributed to the respondents. All research instruments underwent rigorous validity and reliability testing, confirming that the items were appropriate for further statistical analysis. Using multiple linear regression analysis, the study found that both Employee Engagement and Work-Life Balance significantly and positively influence Job Satisfaction, both individually and collectively. The results suggest that employees who are highly engaged in their work and who successfully manage a balance between professional responsibilities and personal life tend to experience higher levels of job satisfaction. The coefficient of determination (R²) of 0.567 indicates that 56.7% of the variability in Job Satisfaction can be explained by these two independent variables, while the remaining variation is attributable to other factors not covered in this study. These findings provide empirical support for the importance of fostering Employee Engagement and creating a supportive work environment that promotes Work-Life Balance as effective strategies for enhancing overall employee satisfaction. Practically, this research offers valuable insights for organizational management, particularly in designing reward systems, implementing career development programs, and establishing policies that help employees balance their work and personal lives. By focusing on these strategies, organizations can sustainably improve employee productivity, commitment, and loyalty.

Effective, efficient, and accountable public services are one of the fundamental pillars of good governance. At the village level, the success of these services is highly dependent on the performance of government officials, particularly in administrative services that directly address the community’s basic needs. This study aims to analyze employee performance in administrative services at the Maliran Village Head Office, Ponggok Subdistrict, Blitar Regency, and to identify obstacles faced during the service process. A descriptive qualitative research method was employed, with data collected through observation, interviews, and documentation. The findings indicate that employee performance can be categorized as fairly good based on ten performance indicators: work quality, work quantity, timeliness, effectiveness, independence, reliability, responsiveness, assurance, empathy, and tangible evidence. These aspects reflect that village officials are generally able to carry out their duties in meeting the administrative needs of the community. However, several obstacles remain, including reliance on digital technology that is not supported by adequate infrastructure, particularly the frequent occurrence of power outages which disrupts the continuity of services. The study highlights the importance of strengthening digital infrastructure, enhancing technical training for village officials, and ensuring the availability of backup systems to anticipate service interruptions. These efforts are essential to improve service delivery, strengthen public trust, and support the realization of good governance at the village level.

This study examines the role of organizational citizenship behavior (OCB) as a moderator in the relationship between employee engagement, job satisfaction, and employee performance at the Tarokan District Office in Kediri Regency. The research focuses on analyzing how these variables interact and influence each other within the organizational context. The findings indicate that employee engagement has a significant impact on employee performance. This suggests that when employees are more engaged in their work, they tend to exhibit higher levels of performance. Similarly, job satisfaction also significantly influences employee performance. Employees who are satisfied with their work environment and tasks tend to perform better in their roles. However, the study reveals that organizational citizenship behavior does not significantly influence employee performance. This implies that while OCB is often considered a valuable aspect of employee behavior, it does not directly affect how well employees perform their tasks in this particular setting. Additionally, employee engagement does not significantly affect organizational citizenship behavior, indicating that engaged employees do not necessarily engage in extra-role behaviors like helping others or going beyond job requirements. The research also shows that job satisfaction does not have a significant effect on organizational citizenship behavior, which suggests that employees’ satisfaction with their work does not automatically lead to behaviors that contribute to the broader success of the organization. Furthermore, neither employee engagement nor job satisfaction significantly influences employee performance through organizational citizenship behavior, indicating that OCB does not serve as an effective moderator in these relationships. In conclusion, the main factor in improving employee performance is organizational citizenship behavior does not play a significant moderating role in this dynamic at the Tarokan District Office.

This study aims to analyze the influence of workload, work discipline, and the work environment on employee performance at the Tarokan District Office. Employee performance is a crucial element in achieving organizational objectives, as human resources are considered the most valuable asset of an institution. Workload, work discipline, and the work environment are three interrelated factors that often determine whether employees can achieve optimal performance levels. This research employs a quantitative approach with data collected through questionnaires distributed to employees of the Tarokan District Office. The analysis was conducted to examine both partial and simultaneous effects of the three variables on employee performance. The findings reveal that workload partially has a significant effect on employee performance, indicating that a balanced workload improves effectiveness while excessive workload may hinder output. Similarly, work discipline partially demonstrates a significant effect, highlighting the role of adherence to rules and punctuality in enhancing performance outcomes. The work environment also partially exerts a significant effect, suggesting that supportive facilities, comfortable conditions, and positive interpersonal relationships contribute to higher productivity. Furthermore, the results show that workload, work discipline, and work environment simultaneously have a significant effect on employee performance. These findings provide important implications for organizational leaders in designing policies that ensure sustainable performance improvements.

Public services at the village level are the starting point for interaction between the government and the community. Problems that often arise, such as a lack of professionalism among officials, misunderstandings, and unclear information, can lead to public dissatisfaction. This study aims to identify the forms of interpersonal communication used by Terondol Village officials in public services, as well as the communication strategies used to handle complaints. Using descriptive qualitative methods through interviews, observations, and documentation with 1 key informant and 3 secondary informants, the study found that officials use friendly, open communication that is tailored to the character of the local community. Communication strategies include empathy, the use of simple language, and the delivery of clear and transparent solutions. Good communication has been proven to build trust, increase satisfaction, reduce conflict, and strengthen the image of the institution. This study confirms that interpersonal communication plays a significant role in the success and improvement of public service quality at the village level. Furthermore, the study highlights the importance of adapting communication strategies to the needs and expectations of the community. Therefore, the application of effective communication strategies that align with the characteristics of the community is a key factor in creating better and more satisfying public services. The findings suggest that strengthening communication training for village officials could further enhance service delivery and community engagement.

This study aims to determine the influence of communication and organizational culture on employee performance at the Bima City BPKAS Office. The instrument used in this study was a Likert-scale questionnaire. The sample consisted of 40 respondents selected using purposive sampling. Data collection techniques included observation, questionnaires, and literature review. Data analysis used multiple linear regression with SPSS for Windows. The results indicate that, partially and simultaneously, communication and organizational culture significantly influence employee performance at the Bima City BPKAD Office.

The performance of a company is highly influenced by its employees. Therefore, human resources deserve substantial attention from management, particularly regarding employee discipline, work quality, and the potential to improve work discipline. This study employed a quantitative descriptive method with a sample of 95 respondents. Data were collected through observation, interviews, questionnaires, and documentation. The findings reveal a significant partial effect between work discipline and employee performance, as demonstrated by the results of the t-test (probability value 0.000; t-value 3.369 > t-table 1.66159). Furthermore, there is a significant partial influence between work motivation and employee performance, as evidenced by the t-test results (probability value 0.000; t-value 4.251 > t-table 1.66159). In addition, a significant simultaneous effect of work motivation and work discipline on employee performance was identified at the Head Office of Export and Trade Services Human Resources Training. This was confirmed by the F-test results (probability value 0.000; F-value 9.598 > F-table 2.70). These results indicate that both work discipline and work motivation play a critical role in shaping employee performance. Strengthening employee discipline and motivation can therefore enhance organizational effectiveness and lead to improved performance outcomes. This study underscores the importance of human resource management practices focused on discipline and motivation as key drivers of organizational success and sustainable performance improvements in service-oriented institutions.

This research aims to determine the effect of Career Development (X1) on Employee Loyalty (Y), Work-Life Balance (X2) on Employee Loyalty (Y), and Work Environment (X3) on Employee Loyalty (Y) among Employees of Pondok Aren Subdistrict in South Tangerang City. It uses Non-Probability Sampling technique with a saturated method. The population in this study consists of 64 employees who are part of the Employees of Pondok Aren Subdistrict in South Tangerang City. The sample in this study consists of 64 respondents. This research was conducted using multiple linear regression methods assisted by SPSS version 25 and Microsoft Excel 2019. The results show that Career Development (X1) has a Positive and Significant effect on Employee Loyalty (Y), Work Life Balance (X2) has a Positive and Significant effect on Employee Loyalty (Y), and Work Environment (X3) has a Positive and Significant effect on Employee Loyalty (Y).  

Public Company (Perum) BULOG is a business entity engaged in food logistics and has a strategic role in national food security. However, the company faces obstacles in the implementation of the Total Quality Management (TQM) system which is not fully in accordance with the applicable Standard Operating Procedures (SOP), as well as low work motivation for some employees. This study aims to analyze the influence of TQM implementation and work motivation on employee performance at the Perum BULOG head office. The research method used was a quantitative approach with data collection techniques through interviews and questionnaire distribution to 97 respondents selected using purposive sampling techniques. The research will be carried out in May 2025. The results of the analysis showed that partially, the implementation of TQM did not have a significant effect on employee performance (tcount = 1,533 < ttable = 1,985; sig. = 0.129 > 0.05). On the other hand, work motivation has a significant influence on employee performance (tcount = 5,411 > ttable = 1,985; sig. = 0.00 < 0.05). Simultaneously, TQM and work motivation had a significant effect on employee performance (Fcal = 16,602 > Ftable = 3,093; sig. = 0.00 < 0.05). These findings indicate that increasing work motivation is a key factor in encouraging employee performance, while the implementation of TQM needs to be adjusted to SOPs to be more effective in supporting organizational productivity.

The background of this research, in accordance with the hail observations that have been carried out, is that there are still often problems about the existence of unprofessional employees or lack of discipline in work such as the existence of employees who are not on time. The purpose of this study is to find out and analyze the quality of work of employees of the Teddaopu Village Office, Tempe District, Wajo Regency, The type of research conducted is a type of descriptive qualitative research using data collection techniques through observation, interviews and documentation which aims to examine the analysis of the quality of work of employees of the Teddaopu Village Office. The data analysis technique goes through various stages, namely data reduction, data presentation and conclusion drawn, while the data validity technique uses credibility, transferability, dependability, and confirmability tests. The results of this study show that the quality of work of the employees of the Teddaopu Village Office has been running well, including the quality in terms of community services has been running properly, transparent, the employees always listen to the complaints of the community, always make plans in advance before doing work, but in terms of human resources it can be seen from the lack of communication of several employees at the Teddaopu Village Office, Tempe District Wajo Regency, Discipline in working hours and lack of facilities and infrastructure regarding parking lots. The conclusion is that the quality of work of the Teddaopu Village office employees has gone well.

Improving the quality of public services is one of the key objectives in village governance. To achieve this goal, the implementation of good governance principles is highly relevant, as it ensures that services are delivered in a transparent, accountable, responsive, and citizen-oriented manner. This study aims to analyze the influence of good governance on the quality of public services at the Barangmamase Village Office, Sajanging District, Wajo Regency. The research employed a census method by involving the entire population as the research sample. Data collection techniques included observation, questionnaires, and documentation, while the data analysis technique applied was descriptive analysis to illustrate the actual conditions in the field. The findings indicate that the implementation of good governance, according to respondents, is categorized as good, and the quality of public services is also categorized as good. Furthermore, quantitative analysis shows that good governance has a strong and positive influence on public service delivery. This implies that the better the implementation of good governance principles, the higher the level of public satisfaction with the services provided. The study emphasizes the importance of consistently applying the principles of transparency, accountability, participation, and effectiveness to improve the quality of public services at the village level. These findings are expected to serve as a useful reference for village governments and future researchers in developing further studies on the relationship between governance practices and community satisfaction in the context of public service delivery.

The use of BRIMEN (BRI Document Management System) in digital document processing operations during internship activities at the Medan Regional Office of PT Bank Rakyat Indonesia (Persero) Tbk. is the main focus of this article. The objective of this study is to understand how the BRIMEN system contributes to the storage, retrieval, and classification of documents, particularly in relation to credit document management. This system was introduced to address common issues found in manual archiving, such as limited storage space, difficulties in document retrieval, and the risk of errors in preserving clients’ physical records. The research employed a descriptive qualitative approach through direct observation and active participation in daily workflows. The findings indicate that BRIMEN significantly improves operational efficiency by providing a more systematic and secure digitalization procedure for banking documents. The system not only reduces the risk of loss or damage to physical archives but also accelerates the process of data retrieval when required by work units. Through its classification and tracking features, BRIMEN ensures better consistency between digital data and physical documents, although several technical challenges remain, such as restricted access to storage rooms and difficulties in scanning older or non-standard documents. Overall, the results highlight the importance of implementing a well-structured digital document management system to support the smooth operation of modern banking institutions. BRIMEN represents a tangible step in BRI’s digital transformation, strengthening data security while simultaneously improving the quality of credit services delivered to customers. With continuous improvement, this system has the potential to serve as a model for digital document management that can be more widely adopted across Indonesia’s banking sector.

This study aims to determine the relationship between the number of incoming letters and outgoing letters in the form of Assignment Letters (SPT) and Official Travel Orders (SPPD). The research employs a quantitative approach using simple linear regression analysis, with data collected through direct observation and official document records. The findings indicate a positive relationship between incoming and outgoing letters; however, the relationship is not statistically significant (p-value = 0.068). The coefficient of determination (R²) is 0.358, meaning that 35.8% of the variation in outgoing letters is influenced by incoming letters, while the rest is affected by other factors. These results underscore the need for stronger administrative management systems to improve bureaucratic efficiency and accountability.

This study aims to determine the influence of motivation on employee performance at the Regional Disaster Management Agency (BPBD) Office of Sidenreng Rappang Regency. Motivation is seen as one of the fundamental factors in human resource development because it can encourage increased work morale, effectiveness, and efficiency in carrying out employee duties and responsibilities. Highly motivated employees will be encouraged to work more disciplined, creative, and productive, so that they can make a positive contribution to the achievement of organizational goals, especially in public service and disaster management.nThis study uses a quantitative approach with a survey method. The sampling technique chosen is a saturated sample, namely all employees and honorary personnel at BPBD Sidenreng Rappang Regency are made respondents. This consideration is made because the population is relatively small so that it can be reached as a whole. The research data was collected using a questionnaire compiled based on indicators of work motivation and employee performance, then analyzed using a simple regression test to determine the relationship and influence between variables.nThe results showed that the calculated t value of 2.167 was greater than the t table of 2.048 at a significance level of 5%. This proves that there is a positive and significant influence between motivation on employee performance. Motivation contributes 15.7% to performance improvement, while the rest is influenced by other factors such as work discipline, work environment, competence, and leadership. Nevertheless, these findings emphasize that motivation continues to play an important role as the main driver of employee performance.nThus, increasing motivation through the provision of awards, incentives, and continuous coaching can be an important strategy in strengthening the quality of performance of BPBD employees in Sidenreng Rappang Regency.