Publication Search

Democratic country has an obligation to ensure the fulfillment of its citizens’ rights, including access to quality public services. However, in Indonesia, the quality and effectiveness of public services currently face significant challenges, as evidenced by the decline in service standards. This study highlights the importance of psychological capital in improving job performance among public service employees, with job engagement as a mediating factor. Utilizing quantitative methods and convenient sampling, this study involved 317 participants. The variables were measured using the Individual Job Performance Questionnaire, Psychological Capital Questionnaire, and Utrecht Job Engagement Scale. The results showed that psychological capital predicts job performance, psychological capital predicts job engagement, and job engagement predicts job performance. In addition, this study showed that job engagement mediates the relationship between psychological capital and job performance. Therefore, increasing psychological capital and job engagement can improve the quality of public services, which has a positive impact on public trust and welfare.

Measurement of customer satisfaction is something that should be done by a public service organization periodically, improving performance on the right attributes will have a positive impact, namely increasing satisfaction of public service users. This study aims to measure customer satisfaction of public service users by integrating the servqual model and the cartesian diagram model. The analysis tool uses SPSS, with a sample of 121 respondents. The results showed that the quality of public services at the Shipping Polytechnic of North Sulawesi was good, at an average performance score of 8.79 from the rating scale range, and was able to satisfy the expectations of service users. The main dimensions that must be improved immediately are reliability, assurance and tangible. At the attribute of service requirements information, service completion time period information and service supporting infrastructure facilities. With the findings of this study, it is hoped that public services can be improved and the attributes of services that are already good can be maintained.

The implementation of democracy in the management of public services is an important part that must be carried out by the bureaucracy. In its implementation, it must uphold democratic principles that are in line with the state constitution, namely freedom/equality, people's sovereignty, and open and responsible government. Better and more satisfying services for the community must be carried out by public service providers. The government's attitude is still inclined to only provide good services to certain people, who have the same political views and thoughts as the government. The paradigm of the management of the administration of the public service bureaucracy must be changed, which initially "regulates" the community to "serve" the community. because the public service bureaucracy is the main benchmark in assessing the performance of the central government and local governments in serving the community. Keywords: Bureaucratic Reform, Public Service, Democracy, Constitution.

The implementation of management system in health services is common as an attempt to improve the quality. In Indonesia, the most commonly used health  insurance is the service issued by Badan Penyelenggara Jaminan Social or BPJS  (Social Security Administration) that collaborates with many hospitals such as Datu Pancaitana Regional Public Hospital in Bone Regency. This research uses qualitative approach with a case study as the research design. The research data are obtained through in-depth interviews with The Head of Medical Records Department, some staffs of the administrative service as well as patients of BPJS users in the Emergency Unit. In addition to that, this research collects its research data through field observations and a review of related previous studies. The findings reveal that the hospital management applies the following strategies in the division of administrative services: (1) planning through trainings and workshops provided for the human resources as well as the formulation of RUK and RPK; (2) organising through trainings involving a number of institutions within Datu Pancaitana Regional Public Hospital in Bone Regency; (3) actuating through an execution of administrative services for BPJS users; (4) controlling through supervision facilitated by the hospital management; (5) evaluating that addresses the process of human resources quality promotion through databased information trainings. In conclusion, the findings of this research are hoped to provide insights that can be useful for the hospital management specifically the emergency unit to improve their performance in providing services for BPJS users. They can start by assessing the development and training, program execution and evaluation aspects as well as by improving the facilities and infrastructure.

The purpose of this study was to analyze and test the influence of position characteristics and team work on employee performance. This research was conducted at the Office of the Public Works & Public Housing Agency, Bogor Regency, West Java. The population in this study were all employees with the status of State Civil Apparatus (ASN) at the Bogor District Public Works & Public Housing Service. The population in this study were 287 people. By using the Slovin formula, a total sample of 167 people was obtained. The analysis technique used is multiple regression analysis. The results of the analysis show that job characteristics and team work have a significant effect on employee performance.