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All Journal Al-Zayn: Jurnal Ilmu Sosial & Hukum Jurnal Ilmiah Multidisiplin Ilmu
M. Harviend Gilang Perdana
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Religion Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

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Peran Kepemimpinan Transformasional dalam Reformasi Pelayanan Publik di Indonesia Neysa Amallia; Zesty Miranda; M. Harviend Gilang Perdana
Al-Zayn: Jurnal Ilmu Sosial, Hukum & Politik Vol 3 No 3 (2025): 2025
Publisher : Yayasan pendidikan dzurriyatul Quran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61104/alz.v3i3.1860

Abstract

Reformasi pelayanan publik menjadi agenda penting dalam membangun tata kelola pemerintahan yang efektif, transparan, dan akuntabel, namun berbagai kendala seperti pola kepemimpinan birokrasi yang konvensional dan kurang adaptif masih menghambat tercapainya kualitas layanan yang optimal. Penelitian ini bertujuan menganalisis peran kepemimpinan transformasional dalam mendukung reformasi pelayanan publik di Indonesia melalui penguatan visi perubahan, motivasi aparatur, dan peningkatan inovasi birokrasi. Metode penelitian menggunakan kajian pustaka dengan penelusuran literatur akademik dan dokumen kebijakan dari berbagai sumber bereputasi yang relevan dalam kurun waktu sepuluh hingga lima belas tahun terakhir. Hasil kajian menunjukkan bahwa kepemimpinan transformasional dengan empat dimensi utama idealized influence, inspirational motivation, intellectual stimulation, dan individualized consideration berpengaruh positif terhadap peningkatan loyalitas pegawai, akuntabilitas birokrasi, dan efektivitas reformasi pelayanan publik meskipun terdapat hambatan struktural dan budaya. Implikasi penelitian ini menekankan pentingnya pengembangan kapasitas pemimpin publik melalui reformasi sistem rekrutmen, pelatihan berbasis nilai inovasi, dukungan regulasi, serta kemitraan lintas sektor guna mewujudkan pelayanan publik yang berkelanjutan dan berorientasi pada kepuasan masyarakat
PENGARUH RESPONSIVITAS DAN AKUNTABILITAS LAYANAN PANDAWA TERHADAP KEPUASAN PENGGUNA PADA BPJS KESEHATAN KOTA BANDAR LAMPUNG Mahya Lydia Lestari; Asmaria Asmaria; M. Harviend Gilang Perdana; Erwin Putubasai
Jurnal Ilmiah Multidisiplin Ilmu Vol. 2 No. 5 (2025): Oktober : Jurnal Ilmiah Multidisiplin Ilmu (JIMI)
Publisher : CV. Denasya Smart Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69714/z1bhr167

Abstract

This study aims to analyze the influence of responsiveness and accountability of the PANDAWA service (Administrative Services via WhatsApp) on the satisfaction of BPJS Health users in Bandar Lampung City. The main focus of this study is to determine the extent to which these two variables, both partially and simultaneously, contribute to the level of satisfaction of digital service users of BPJS Health. According to Zeithaml and colleagues, the dimension of responsiveness has several important indicators. The ability to serve each user who needs services quickly and accurately, ensuring that services are delivered on time, and responding to all user complaints are included in these indicators. The research method used is a quantitative approach with the distribution of questionnaires to 400 respondents selected using Slovin's formula from a total population of 1,071,331 people. The data analysis technique was carried out using SPSS 25 software. The research results indicate that the responsiveness of PANDAWA services has a positive and significant effect on user satisfaction (t calculated = 10.887; sig. = 0.000), as does service accountability (t calculated = 7.635; sig. = 0.000). Simultaneously, responsiveness and accountability together also have a significant effect on user satisfaction (F calculated = 245.916; sig. = 0.000). The implications of these findings suggest that improving the quality of responsiveness and accountability simultaneously is very important to create a satisfying service experience for the public. Therefore, BPJS Kesehatan needs to continue optimizing both aspects in order to enhance effectiveness and satisfaction in PANDAWA's digital services.
Co-Authors Asmaria Asmaria Erwin Putubasai Mahya Lydia Lestari Neysa Amallia Zesty Miranda