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Journal : IMAGE

The Influence of Public Service Management Policy and Organizational Culture on Work Performance with Service Quality as a Mediating Variable Haikal, Fikri; Nurbaiti, Nurbaiti; Nurlaila, Nurlaila
Image : Jurnal Riset Manajemen Vol 11, No 2 (2023): Image : Jurnal Riset Manajemen
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/image/2023.030

Abstract

The objective of this research is to examine and analyze: (1) the impact of public service management policies on Service Quality, (2) the effect of organizational culture on Service Quality, (3) the relationship between Service Quality and work performance, (4) how public service management policies affect work performance through Service Quality, and (5) the influence of organizational culture on work performance via Service Quality. A quantitative approach was employed, utilizing a questionnaire for data collection. The study focused on the entire population of Medan Police Traffic Units involved in SIM management, totaling 45 informants, using a saturated sampling technique. Path Analysis was the analytical technique applied, facilitated by SmartPLS The analysis involved assessments of the outer model, mediation tests, and inner models. Findings from the field revealed the following: (1) The Public Service Management Policy positively and significantly impacts Service Quality, reflected by a coefficient of 0.778 and a p-value of 0.000; (2) Organizational culture has a negative yet insignificant effect on Service Quality, indicated by a coefficient of -0.021 and a p-value of 0.920; (3) Service Quality has a significant positive effect on work performance, with a coefficient of 0.770 and a p-value of 0.000; (4) Service Quality serves as an effective mediator in the relationship between Public Service Management Policy and work performance; however, (5) it does not mediate the influence of organizational culture on performance.
Co-Authors Abdul Helim Abdurrahman, Wan Aida Suhana Adi Soesiantoro, Adi Adika, Helmi Aditia Heryadi, Muhammad Adji, Kumara Afiana, Nisa Dewi Agustinus Sungsang Nana Patria Ajahra, Fatimah Ajisaputra, Ibnu Akhmad, Fandi Aldian, Muhammad Yudi Anriyana, Sri Sukma Aprian, Rara Baitul Yuli Arda, Dina Yulia Argiyanti, Anitya Asfirah, Evi Atika Siregar, Nur Axel Kurnia R , Gian Badria, Lailatul Cahyani, Nopita Indah Dwi Catur, Agus Fadhila, Adinda Khairunnisyah Fadhilah, Mellisa Nur Fadhillah, Fitra Agung Fadholina, Cania Ainusifa Fathonah, Khusnul Faturohman, Juan Febrian, Azis Febriany, Dinda Ayu Fikriyyah, Ulya Nurul Fithri Muliawati Gazali, Novri Gibran, M Khalil Hananto, Agustia Hantari, Anjas Ninda Haris, Nadhifa Abdul Harlinda Syofyan Hasriyanty Hasriyanty Hasrul Hasibuan, Mhd Fikri Helmalia, Susi Hendrawan, Aurellia Aknesia Herman, Naina Azzahra Hermayeni, Hermayeni Hery Widijanto Husna, Ainul Ihsan, Faiq Fadhali Indradewa, Rhian Irawan, Adelia Putri Ismet Rohimat Kamil Agustina, Aisha Khisan, Zariatul Kinanta, Vio Lestari, Mariska Dwi M. Aprian Jaelani M. Fajrul, M. Fajrul Marudi, Naufal Kalam Mhd Furqan Misbahuddin Mohammad P, Aldi Lulu Mohammad Yunus Muhammad Fathir, Reyhan Muharram, Muhammad Raihan Muhidin Muhidin Munawwarah, Siti Narassati, Maulida Nhatasya, Dita Nugraha, Arief Prasetya Nur Taufiq Sanusi Nurapriani, Fitria Nurwati Nurwati Nurzannah, Laila Overnandes, Overnandes Pamudji, Rama Adistya Nurcahya Pamungkas, Aldo Satriyo Pandri Pandiatmi Parapat, Natalia Perbata, Rangga Wira Pratiwi, Weni Nadya Putra, Muhammad Daffa Wensyah Putra, Rifama Putra, Singgih Adhi Putri, Akilah Indira Putri, Muthia Yana Putriani, Kony Raehan, Muhammad Rahmayanti, Putri Intan Ramadhan, Afham Ramadhani, Fredy Kusuma Rani, Nesa Mutia Revin Febrian, Moch Rezeki, Rezeki Rita Ambarwati Sukmono Rivadah, Migfar Rofifah, Asmirah Rohmana, R Rosihan, M. Rosyid, Muhammad Amirudin Ryan Juminta Anward Saepuloh, Eep Safira, Risma Safran Efendi Pasaribu Sagala, Very Edward Charles Sahara, Natasha Taqwa Salsabila, Unik Hanifah Samosir, Marsiti Jalianti Samsul Hadi Sanusi, Umar Saputra, Ahmad Redo Saputra, Rizky Nanda Saputra, Sardinal Setiawan, Candra Budi Siadari, Eva Nava Sari Sidoretno, Wahyu Margi Siregar, firman Goliath Ardyna Siregar, Sri Hilma Sofia, Rizka Solly Aryza SRI RAHAYU Surya Darma Surya Prana, Bambang Susanti, Dilla Darma Putri Syahrusi, Mutiara Tazahroq, Emil Tesalonika, Melinda Tiara Eka Putri, Vidya Tri Hidayati Triandy, Okta Trisetia Ningsi , Salwa Tukino, Tukino Utami, Dinda Fransiska Vebryanti, Vebryanti Widiana, Widiana Widiyanto, M. Kendry Wiguna, Deffond Tania Yuziani, Yuziani