Untitled

Abstract

Some researchers have assumed that bureaucratic reform could improve citizens' satisfaction. This study examines the impact of some aspects of bureaucratic reform on public service performance and citizens' satisfaction, including: organizational structure, business process, human resources, law and regulations, supervision, accountability, and work culture. This study employed a quantitative method to collect and analyze data from 279 respondents who received licensing services from the government agencies of the regencies and the city governments in the Special Region of Yogyakarta in 2019. The findings of this study show that organizational structure, accountability, and work culture positively and significantly influence performance.Moreover, accountability, work culture, and performance positively and significantly affect citizens' satisfaction. Conversely, business processes, human resources, law and regulations, and supervision do not positively and significantly influence performance. Furthermore, human resources do not positively and significantly affect citizens' satisfaction. The results of this study contribute both theoretically and practically to the wider academic field.

Dynamic Governance As Perspective in Indonesian Bureaucracy Reform: Qualitative Analysis of Indonesian Bureaucracy Reform Based on Dynamic Governance

“…Although, in practice, this innovation process is constrained by the unpreparedness of human resources, both users and applications still experience frequent errors (Aminullah & Erman, 2021;Callen et al, 2023). Not to mention the minimal information to the public that an application is available to meet their needs (Herdiyanti et al, 2019;Pribadi, 2021). Furthermore, cluster 2 consists of 4 items shown in green.…”

“…Not to mention the mental readiness of the community in facing the explosion of information from the internet (Aminah & Saksono, 2021). Technological development is no doubt a must, but this development step needs to start with educating the public to reduce the negative impact of technological development (Herdiyanti et al, 2019;Pribadi, 2021).…”

Implementation of TQM, Service Innovation, and Risk Management in the Public Services Sector: The Case of Ministry of Industry Indonesia

“…These allegations included violations of procedures, abuse of authority, discrimination, and others. Pribadi (2021) stated that factors such as service quality, accountability, work culture, and service performance influence public satisfaction, emphasizing the need for the government to consider these various factors in providing public services according to the needs of the community and existing laws. Public service organizing organizations are obligated to provide public services in accordance with their established objectives, covering the implementation of services, managing public complaints, information management, internal Proceedings of the 6 th Industrial Engineering and Operations Management Bangladesh Conference Dhaka, Bangladesh, December 26-28, 2023 © IEOM Society International supervision, community education, and consultation services (Pemerintah Republik Indonesia, 2009).…”

State Civil Apparatus Reform in Realizing Good Governance

“…Bureaucratic reform is an effort to realize a more professional, flexible, integrity, highperformance government system, free from corrupt practices, and avoid the influence of nepotism. Bureaucratic reform can also increase public satisfaction (Pribadi, 2021). The goal is that the bureaucracy can provide good services to the community, be neutral in carrying out its duties, create welfare, have high dedication, and uphold the basic values and codes of ethics that apply to the state apparatus (Indriastuti & Fachrunnisa, 2020).…”