Pengaruh Etika Birokrasi dan Kinerja Pegawai Dalam Kualitas Pelayanan pada Samsat Manyar Kota Surabaya. (The Influence of Bureaucratic Ethics and Employee Performance in Service Quality at Samsat Manyar Surabaya City).

Sayogo, Rosita Wulandari (2023) Pengaruh Etika Birokrasi dan Kinerja Pegawai Dalam Kualitas Pelayanan pada Samsat Manyar Kota Surabaya. (The Influence of Bureaucratic Ethics and Employee Performance in Service Quality at Samsat Manyar Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Public services are still very much needed in seeking to improve the quality of public services in Indonesia. Almost all over the world in public services in the Indonesian government there are frequent problems with the SOP system, time, cost, and ethics in the service process. In the implementation of public services in dire need of the role of ethics within the agency. In an effort to improve the performance of an employee, the agency provides quality services provided to the community, the government bureaucracy carries out various activities in these facilities and infrastructure must support the completion of tasks so that they are timely and provide high quality results. The aims of this study are: (1) to analyze the effect of bureaucratic ethics on service quality, (2) to analyze the effect of employee performance on service quality. The method in this research is the Quantitative method. The population used is the employees of the Manyar Samsat Surabaya City. The sampling technique in this study amounted to 27 employees. The analysis technique uses multiple linear regression. The results of this study are that Samsat manyar is a public service in increasing the number of taxpayers/community by serving the process of motorized vehicles. The results of tests carried out using the SPSS 29 program found that bureaucratic ethics had a positive and significant effect on the quality of service at manyar samsat in Surabaya. And employee performance has a positive and significant effect on service quality at the Manyar Samsat Surabaya City. The conclusion obtained in this study is that Bureaucratic Ethics has a positive and significant effect on service quality, these results prove that bureaucratic ethical behavior is very effective and efficient, as well as optimal and leads to a good impact on service quality. And Employee Performance has a positive and significant effect on service quality, these results prove that with the role of employee performance in agencies it is very important, if agencies do not have employee performance then the quality of service provided to the community/customers is also inappropriate/bad. KEYWORDS: BUREAUCRATIC ETHICS, EMPLOYEE PERFORMANCE, SERVICE QUALITY, PUBLIC SERVICE.

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