DAMPAK PERILAKU BIROKRASI DAN KOMPETENSI TERHADAP TERHADAP KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN
DOI:
https://doi.org/10.61492/sawala.v2i01.93Keywords:
Bureaucratic Behavior, Employee Competence, Service Quality, Population Administration.Abstract
This research aims to analyze the impact of bureaucratic behavior and employee competence on the quality of population administration services. The study is prompted by prevalent issues in public service delivery, such as administrative delays and a lack of responsiveness, which impede the fulfillment of citizens' civil rights. Utilizing a quantitative approach, data were collected through surveys and analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) via SmartPLS 4.0. The statistical results demonstrate that bureaucratic behavior exerts a positive and significant influence on service quality (path coefficient = 0.643; T-statistic = 12.035; p = 0.000). Similarly, employee competence significantly enhances service quality (path coefficient = 0.710; T-statistic = 12.221; p = 0.000). Collectively, these variables account for 79.8% of the variance in service quality (R² = 0.798). The model demonstrates a perfect fit, as evidenced by a Standardized Root Mean Square Residual (SRMR) value of 0.040. The study concludes that administrative excellence is fundamentally rooted in human capital. Strengthening behavioral ethics and developing technical competencies are essential strategies for fostering professional public services and achieving good governance.
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