PENGARUH BUDAYA ORGANISASI TERHADAP KUALITAS PELAYANAN PUBLIK PADA SEKRETARIAT DEWAN PERWAKILAN RAKYAT DAERAH KABUPATEN SUMBAWA

Abstract

This study aims to: (1). analyzing organizational culture and service quality; (2).
analyze the influence of organizational culture on the quality of service at the
Secretariat of the Regional People's Representative Council of Sumbawa Regency.
This research is a descriptive and associative research with a quantitative and
qualitative approach (Mixed Method). The population of this study were all employees
of the Secretariat of the Sumbawa Regency House of Representatives, totaling 157
employees. The sample in this study were 32 people with ASN status and 32 people
from the community using the Accidental Sampling technique. Informants in this study
are: (1). Staff of the Secretariat of the Sumbawa Regency People's Representative
Council; (2). People who are or have received services. Data collection was carried
out using questionnaires and interviews with informants. Data analysis in this study
includes: (1). Descriptive Statistical Analysis; (2). Interval Successive Method (MSI);
(3). Simple Linear Regression;(4). Qualitative data analysis. The results showed that the Organizational Culture variable showed a percentage of 84.17% in the very good
category, these results were reinforced based on the results of interviews with
informants who explained that the Organizational Culture at the Secretariat of the
Regional People's Representative Council of Sumbawa Regency was very good, the
Service Quality variable showed a percentage of 85.70% in the very good category,
these results were reinforced based on the results of interviews with informants who
explained that the quality of service at the Secretariat of the Regional People's
Representative Council of Sumbawa Regency was very good. The results of the
hypothesis testing obtained a t-count value of 3,248 and a t-table value of 2,042, so
that the t-count value is greater than the t-table value. It shows that organizational
culture has a positive and significant effect on service quality.