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All Journal IJELR: International Journal of Education, Language, and Religion International Journal of Emerging Research and Review
ITA ULANSARI
Jurusan Kimia FMIPA UNESA
Religion Education Languange, Linguistic, Communication & Media 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.
Evaluation of Public Service Quality: Between Regulation and Reality Ulansari, Ita; Hazin, Mufarrihul; Widiyanah, Ima; Purwoko, Budi
International Journal of Education, Language, and Religion Vol 7, No 3 (2025): Special Issue: Current Challenges and Opportunities of Indonesia's Educational P
Publisher : Universitas Teuku Umar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35308/ijelr.v7i3.13255

Abstract

In the context of sustainable development (Sustainable Development Goals/SDGs), improving the quality of public services is an important aspect to support Goal 16, "Peace, Justice, and Strong Institutions." This study aims to comprehensively evaluate the quality of public services at the Bojonegoro District Education Office, highlighting the gap between the expectations outlined in regulations and the reality of service practices at the service provider unit. The research was conducted at the Bojonegoro District Education Office using a qualitative case study approach to evaluate the quality of public services in government agencies. Data collection was carried out using observation, document analysis, and interviews with non-probability sampling—purposive sampling. The data analysis technique used was flow chart analysis according to Miles-Huberman, which includes data reduction, data display, and drawing conclusions/verification. In conducting the evaluation of public service quality, the framework of William N. Dunn was used, which includes criteria for assessing effectiveness, efficiency, adequacy, equity, responsiveness, and accuracy. The results of the data analysis indicate an improvement in the quality of public services at the Bojonegoro District Education Office, as reflected in the results of the community satisfaction survey and the assessment of compliance with public service delivery. However, based on the analysis of the evaluation results, it is necessary to formulate constructive policy recommendations for improving the quality of public services in the future to support the achievement of organizational goals.
Co-Authors Budi Purwoko Mufarrihul Hazin Widiyanah, Ima