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All Journal International Journal of Emerging Research and Review
ITA ULANSARI
Jurusan Kimia FMIPA UNESA
Social Sciences Other

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Determinants of Educator Satisfaction in Public Bureaucracy: The Dual Influence of Service Quality and Organizational Performance in the Indonesian Education Office Ulansari, Ita; Hazin, Mufarrihul; Widiyanah, Ima
International Journal of Emerging Research and Review Vol. 3 No. 4 (2025): December
Publisher : IKIP Widya Darma Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56707/ijoerar.v3i4.156

Abstract

Objective: This study examines the partial and simultaneous effects of service quality and organizational performance on the satisfaction of educators and education personnel in regional education bureaucracies in Indonesia. This study addresses a critical gap in understanding internal customer satisfaction in public education institutions. Method: A quantitative survey design was used, with data collected from 380 educators and civil servant staff at the Bojonegoro Regency Education Office using a validated 5-point Likert-type questionnaire. Statistical analysis included descriptive statistics, classical assumption tests, and multiple linear regression using SPSS 31.0. Results: Both service quality (β = .809, R² = 65.5%) and organizational performance (β = .920, R² = 84.6%) significantly influenced educator satisfaction. Together, they explained 87.5% of the variance in satisfaction. Although all SERVQUAL dimensions were rated positively, empathy (R=4.45) and efficiency aspects showed room for improvement compared to physical facilities (R=4.63). Novelty: This study provides empirical evidence on the dominance of organizational performance over service quality in determining internal satisfaction within the education bureaucracy. It offers contextual insights into Indonesian public sector reform, particularly highlighting the need for empathetic service delivery alongside structural improvements.
Co-Authors Mufarrihul Hazin Widiyanah, Ima