P-ISSN: 2808-0467
E-ISSN: 2808-5051
Homepage: https://iss.internationaljournallabs.com/index.php/iss
1374 This work is licensed under CC BY-SA 4.0
POLICY, LEADERSHIP STYLE, ORGANIZATIONAL CULTURE,
CITIZEN’S PARTICIPATION ON SERVICE QUALITY IN SOUTH
TANGERANG’S DISDUKCAPIL
Gunawan Tangkilisan
1*
, Josy Adiwisastra
2
, Musa Hubeis
3
, Dewi Sulistyani
4
1
Doctor of Governance Science, Satyagama University, West Jakarta, DKI Jakarta, Indonesia
2
Professor of Public Policy Field of Government Science, Pajajaran University, Bandung, West Java, Indonesia
3
Professor of Public Policy Field of Government Science, Agricultural Institute, Bogor, West Java, Indonesia
4
Senior Lecturer, Satyagama University, West Jakarta, DKI Jakarta, Indonesia
*
gunawantangkilisan@satyagama.ac.id
PAPER INFO ABSTRACT
Received: August
2022
Revised: August
2022
Approved: August
2022
Background: The implementation of policies, leadership styles,
organizational culture, and community participation has not been maximal in
providing encouragement or can influence the employees of the Population
and Civil Registration Service (Disdukcapil) and the community to
implement various policies directly related to population and civil
registration.
Aim: This study aims to analyze the effect of policy implementation,
leadership style, organizational culture and community participation on the
service quality of the Disdukcapil in South Tangerang, Banten.
Method: This study uses a quantitative method with explanatory research
type, with a population of 2,164 and a research sample of 216 people. The
sampling technique used is simple random sampling where the sample is
taken randomly. While the data analysis method used in this research is
simple linear regression analysis and multiple linear regression analysis.
Findings: There is a positive and significant effect of policy implementation
on service quality by 83.8%, leadership style to service quality by 78.7%
organizational culture to service quality by 75.6%, and community
participation on service quality by 90.7%. While the joint implementation of
policies, leadership, organizational culture, and community participation
have a positive and significant impact on the service quality of Disdukcapil
in South Tangerang by 96.6%. So that in the future, the service of Disdukcapil
should pay attention to the importance of policy implementation factors,
leadership styles, organizational culture, and community participation in the
implementation of service quality so that it can run better to the community,
especially in the field of population and civilians registration that are still not
optimal.
KEYWORDS
policy implementation, leadership style, organizational culture, community
participation, service quality
INTRODUCTION
Every human being basically needs service. Society at all times always demands quality
public services from bureaucrats, although these demands are often not in line with
expectations because empirically, the public services that have occurred so far are still
convoluted, slow, expensive, and tired of the people who perform services (Pamungkas &
Jakfar, 2022).
The Republic of Indonesia has a purpose as mandated in the Preamble to the 1945
Constitution, namely "... protecting the entire Indonesian nation and all Indonesian bloodshed
and to promote the general welfare, educate the nation's life, and participate in carrying out
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1375 Interdisciplinary Social Studies, 1(11), Aug 2022
world order based on independence, lasting peace and social justice..." To realize this goal, the
Government strives and organizes a population and civil registration system in the context of
orderly administration of national life as stipulated in the law.
Furthermore, in Law Number 24 of 2013 concerning Amendments to Law Number 23 of
2006 concerning Population Administration, the state has provided a clear framework to the
Government and local governments in the implementation of national Dukcapil administration.
However, there are still regulations from the Government so that they can be more functional
in developing science and technology by paying attention to and applying the value of service
functions for the empowerment and cultivation of the nation in population administration.
Therefore, to increase the nation's competitiveness in this era of globalization, it is necessary
to have Dukcapil services that are able to produce Population and Civil Registration databases
for the benefit of the nation and society.
The increase and demands that people want for effective and efficient and satisfying public
services from government employees as public servants are increasingly popular (Arma et al.,
2021). In this regard, one of the functions that must be carried out by the government is the
function of public services or the function of public services related to the implementation and
general tasks of government, one of which is the population system which in the
implementation of many intersects with civil rights and civil rights of residents (Endah, 2018).
Thus, in order to bring government public service affairs closer and more responsive to
the community, the acceleration of infrastructure development and population affairs that are
of higher quality and evenly distributed to remote areas and the improvement of more
productive and sustainable community economic efforts are very necessary (Nuraini, 2011), in
accordance with the goals and objectives and ideals of the South Tangerang City Government.
So one of the future development policies is to conduct studies, analysis, and evaluation of the
functions and roles of each institutional organization to be used as material for improvement
towards a more efficient and effective form of institutional organization according to the
demands of development needs. The service of the Population and Civil Registration Service
(Disdukcapil) in South Tangerang City is accommodating with the present where in this
pandemic Disdukcapil services have switched online.
Several research have discussed issues related to the ones surfaced here. For example,
Aisyah (2014) discovered that leadership affects the improvement of licensing service and
citizen’s participation affects the government’s performance. Saleh (2018) proposes the idea
in which transformational leadership and transactional leadership rule the best in organization.
However, the research did not bring out how leadership style, along with organizational culture,
policy, and organizational culture affects, the running of an organization.
Based on the above background, the researcher felt interested in conducting this study. The
purpose of this study is to analyze how much influence policy implementation has on services,
the influence of leadership style on services, the influence of organizational culture on services,
the influence of community participation on services, and the influence of all these variables
on each other in the Population and Civil Registration Service (Disdukcapil) in South
Tangerang City, Banten Province.
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1376 Interdisciplinary Social Studies, 1(11), Aug 2022
METHOD
This research is included in the type of quantitative research that is explanatory in nature.
Researchers conducted this study at the Population and Civil Registration Service
(Disdukcapil) in South Tangerang City, Banten. The population in this study was Bappeda
employees, social services and community leaders in South Tangerang City as many as 2,164
people, with 216 people as samples based on calculations using the Slovin formula.
Table 1. Total Population and Sample Research Targets
No
Population Origin
Total
Sample
1
Bappeda
16
14
2
Dukcapil Service
48
32
3
Social Services
20
17
4
District Officials
16
14
5
Neighborhoods
54
35
6
Community Leaders
10
9
7
User Society
2.000
95
Total
2.164
216
Source: Researcher Data
The data used are data in the form of theories put forward by experts and data obtained
from related agencies on the influence of policy implementation, leadership style and
organizational culture as well as community participation in the services of the Population and
Civil Registration Service (Disdukcapil) in South Tangerang City. To obtain complete data in
the object of this study, two ways are used in data collection techniques, namely:
1) Literature research supported by techniques:
a. Literature research: Research on textbooks or literature that can be used as study
material in this research;
b. Documentation study: Observation of the symptoms of the object under study,
through documents in the Population and Civil Registration Service (Disdukcapil)
and other statistical data.
2) Field research, which is carried out by means of:
a. Questionnaire: The nature of the questionnaire asked was that the questions were
closed so that the respondents only chose the answers that had been provided with
the Likert scale;
b. Interviews: In this study, data collection techniques were used with directed and
systematic structured interviews.
For the Likert scale, the range of maximum score and minimum score is divided by the
number of desired categories by the following formula.
Category Score Range =
𝑀𝑎𝑥𝑖𝑚𝑢𝑚 𝑆𝑐𝑜𝑟𝑒 − 𝑀𝑖𝑛𝑖𝑚𝑢𝑚 𝑆𝑐𝑜𝑟𝑒
5
Maximum score = Highest answer score (5) Minimum score = Lowest answer score (1)
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1377 Interdisciplinary Social Studies, 1(11), Aug 2022
The respondents' answer scores obtained were classified according to a maximum score
range of 5 and a minimum score of 1 with a range score (5-1) / 5 = 0.8. The description of the
answer results refers to the indicators of each research variable with criteria 1 to 5 whose
answers are adjusted to the indicators. Here's an overview of the scores for descriptive analysis.
Table 2. Indicator Assessment Criteria on Research Variables
No.
Score
Criteria
1
1.00 – 1.79
Not Good/ Very Low
2
1.80 – 2.59
Low
3
2.60 – 3.39
Good Enough/ Medium
4
3.40 – 4.19
Good/ High
5
4.20 – 5.00
Very Good/ Very High
For the data analysis process, researchers apply validity and reliability tests, normality
tests, regression analysis, and hypothesis tests.
RESULTS AND DISCUSSION
First Hypothesis Testing
1) H
0
: ß
1
= 0 : There is no significant influence between the Implementation of the Policy
on The Quality of Service;
2) H
a
: ß
1
≠ 0 : There is a significant influence between policy implementation on service
quality;
3) Reject H
0
and accept H
1
if t
table
≥ t
count
≥ t
table
or reject H
0
and reject H
1
if t
table
< t
count
<
t
table
.
T test
Based on the calculation results of SPSS (Statistical Product and Service Solution) 24 for
Windows, the t
count
obtained is 33,286 and the table t with df 211 at α (0.05) is 1,971 and -
1,971. Thus t
count
33,286> t
table
1,971, so H
0
is rejected and H
a
is accepted. This shows that
Policy Implementation has a significant influence on Service Quality.
Table 3. Test Results of the Effect of X
1
on Y
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
.618
.108
5.713
.000
X1 (Policy Implementation)
.854
.026
.915
33.286
.000
a. Dependent Variable: Y (Quality of Service)
Source: SPSS 24 for Windows
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1378 Interdisciplinary Social Studies, 1(11), Aug 2022
Determination Analysis
Table 4. Coefficient of Determination of Policy Implementation Variables
Model Summary
Model
R
R Square
Adjusted R Square
Std. Error of the Estimate
1
.915
a
.838
.837
.12669
a. Predictors: (Constant), X1 (Policy Implementation)
Source: SPSS 24 for Windows
Based on the analysis obtained the value of the coefficient of determination of 0.838. This
shows that 83.8% of the diversity of Service Quality is due to the diversity of Policy
Implementation, while the remaining 16.2% is due to other variables.
Simple Linear Regression Equation
Based on the analysis obtained the value of the simple linear regression equation as follows:
Ŷ = a + b
1
X
1
Ŷ = 0.618 + 0.841X
1
This linear regression equation shows that each increase of 1 value of the Policy
Implementation variable can increase the Value of Quality of Service by 1,459 with the
estimate of other variables constant.
Testing the Second Hypothesis
1) H
0
: ß
2
= 0 : there is no significant influence between Leadership Style and Service
Quality;
2) H
a
: ß
2
≠ 0 : there is a significant influence between Leadership Style on Service Quality;
3) Reject H
0
and accept H
1
if t
table
≥ t
count
≥ t
table
; or accept H
0
and reject H
1
if t
table
< t
count
<
t
table
.
T test
Based on the calculation results of SPSS (Statistical Product and Service Solution) 24 for
Window, the t
count
obtained is 28,118 and the t
table
with df 211 in α (0.05) is 1,971 and -1,971.
Thus t
count
28,118 > t
table
1,971 so that H
0
is rejected and Ha is accepted. This shows that
Leadership Style has a significant influence on service quality.
Table 5. Test Results of the Effect of X
2
on Y
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
.815
.121
6.743
.000
X2 (Leadership Style)
.804
.029
.887
28.118
.000
a. Dependent Variable: Y (Quality of Service)
Source: SPSS 24 for Windows
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1379 Interdisciplinary Social Studies, 1(11), Aug 2022
Determination Analysis
Table 6. Coefficient of Determination of Leadership Style Variables
Model Summary
Model
R
R Square
Adjusted R Square
Std. Error of the Estimate
1
.887
a
.787
.786
.14532
a. Predictors: (Constant), X2 (Leadership Style)
Source: SPSS 24 for Windows
Based on the analysis obtained the value of the coefficient of determination of 0.787. This
shows that 78.7% of the diversity of Service Quality is due to Leadership Style, while the
remaining 21.3% is due to other variables.
Simple Linear Regression Equation
Based on the analysis obtained the value of the simple linear regression equation as follows:
Ŷ = a + b
2
X
2
Ŷ = 0.815 + 0.804X
2
This linear regression equation shows that any increase of 1 value of the Leadership Style
variable can increase the Service Quality value by 1,619 with the estimate of other variables
constant.
Third Hypothesis Testing
1) H
0
: ß
3
= 0 : there is no significant influence between Organizational Culture on Service
Quality;
2) H
a
: ß
3
≠ 0 : there is a significant influence between Organizational Culture on Service
Quality; and
3) Reject H
0
and accept H
1
if t
table
≥ t
count
≥ t
table
; or accept H
0
and reject H
1
if t
table
< t
count
<
t
table
.
T test
Based on the calculation results of SPSS (Statistical Product and Service Solution) 24 for
Windows, the t
count
obtained is 25,748 and the table t with df 211 in α (0.05) is 1,971 and -
1,971. Thus t
count
25,748 > t
table
1,971 so that H
0
is rejected and Ha is accepted. This shows that
Organizational Culture has a significant influence on the Quality of Service.
Table 7. Test Results of the Effect of X
3
on Y
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
.440
.147
3.003
.003
X3 (Organizational
Culture)
.892
.035
.869
25.748
.000
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1380 Interdisciplinary Social Studies, 1(11), Aug 2022
a. Dependent Variable: Y (Quality Of Service)
Source: SPSS 24 for Windows
Determination Analysis
Based on the analysis obtained the value of the coefficient of determination of 0.756. This
shows that 75.6% of the diversity of Service Quality is due to Organizational Culture, while
the remaining 24.4% is due to other variables.
Table 8. Coefficient of Determination of Organizational Culture Variables
Model Summary
Model
R
R Square
Adjusted R Square
Std. Error of the Estimate
1
.869
a
.756
.755
.15554
a. Predictors: (Constant), X3 (Organizational Culture)
Source: SPSS 24 for Windows
Simple Linear Regression Equation
Based on the analysis obtained the values of a simple linear regression equation as follows:
Ŷ = a + b
3
X
3
Ŷ = 0.440 + 0.892X
3
This linear regression equation shows that any increase of 1 value of the Organizational
Culture variable can increase the Value of Service Quality by 1,332 with the estimate of other
variables constant.
Testing the Fourth Hypothesis
1) H
0
: ß
4
= 0 : there is no significant influence between Community Participation on
Service Quality;
2) H
a
: ß
4
≠ 0 : there is a significant influence between Community Participation on Service
Quality; and
3) Reject H
0
and accept H
1
if t
table
≥ t
count
≥ t
table
; or accept H
0
and reject H
1
if t
table
< t
count
<
t
table
.
T test
Based on the calculation results of SPSS (Statistical Product and Service Solution) 24 for
Window, the t
count
obtained is 45,812 and the table t with df 211 in α (0.05) is 1,971 and -1,971.
Thus t
count
45,812 > t
table
1,971 so that H
0
is rejected and H
a
is accepted. This shows that
Community Participation has a significant influence on service quality.
Table 9. Test Results of the Effect of X
4
on Y
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
.031
.091
.339
.735
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1381 Interdisciplinary Social Studies, 1(11), Aug 2022
X4 (Community Participation)
.988
.022
.953
45.812
.000
a. Dependent Variable: Y (Quality of Service)
Source: SPSS 24 for Windows
Determination Analysis
Based on the analysis obtained the value of the coefficient of determination of 0.907. This
shows that 90.7% of the diversity of Service Quality is due to Community Participation, while
the remaining 9.3% is due to other variables.
Table 10. Coefficient of Determination of Community Participation Variables
Model Summary
Model
R
R Square
Adjusted R Square
Std. Error of the Estimate
1
.953
a
.907
.907
.09578
a. Predictors: (Constant), X4 (Community Participation)
Source: SPSS 24 for windows
Simple Linear Regression Equation
Based on the analysis obtained the values of a simple linear regression equation as follows:
Ŷ = a + b
4
X
4
Ŷ = 0.031+ 0.988X
4
This linear regression equation shows that each increase of 1 value of the Community
Participation variable can increase the Value of Service Quality by 1,021 with the estimate of
other variables constant.
Testing the Fifth Hypothesis
1) H
0
: ß 1-ß
4
= 0 : There is no significant influence between policy implementation,
leadership style, organizational culture, community participation on the quality of
services of the Population and Civil Registration Service (Disdukcapil) in South
Tangerang City, Banten Province;
2) H
a
: one or fifth β≠ 0 : There is a significant influence between Policy Implementation,
Leadership Style, Organizational Culture, Community Participation on the Quality of
Services of the Population and Civil Registration Service (Disdukcapil) in South
Tangerang City, Banten Province; and
3) Reject H
0
and accept H
1
if F
count
≥ F
table
; or accept H
0
and reject H
1
if F
count
< F
table
.
Test F
Based on the calculation results of SPSS (Statistical Product and Service Solution) 24 for
Window, the calculated F value obtained is 1507,825 and the table F with df 211 in α (0.05) is
2,414. Thus F
count
1507,825 > F
table
2,414, so H
0
is rejected and H
a
is accepted. This shows that
the Implementation of Policies, Leadership Styles, Organizational Culture, Community
Participation in the Quality of Services of the Population and Civil Registration Service
(Disdukcapil) in South Tangerang City, Banten.
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1382 Interdisciplinary Social Studies, 1(11), Aug 2022
Table 11. Test Results of the Effect of X
1,2,3,4
on Y
ANOVA
a
Model
Sum of Squares
df
Mean Square
F
Sig.
1
Regression
20.500
4
5.125
1507.825
.000
b
Residual
.717
211
.003
Total
21.217
215
a. Dependent Variable: Y (Quality of Service)
b. Predictors: (Constant), X4 (Community Participation), X2 (Leadership Style), X3
(Organizational Culture), X1 (Policy Implementation)
Source: SPSS 24 for Windows
Determination Analysis
Based on the analysis obtained the value of the coefficient of determination of 0.966. This
shows that 96.6% of the diversity of service quality is due to the diversity of policy
implementation of leadership style, organizational culture, and community participation, while
the remaining 3.4% is due to other variables.
Table 12. Coefficient of Determination
Model Summary
b
Model
R
R Square
Adjusted R Square
Std. Error of the Estimate
1
.983
a
.966
.966
.05830
a. Predictors: (Constant), X4 (Community Participation), X2 (Leadership Style), X3
(Organizational Culture), X1 (Policy Implementation)
b. Dependent Variable: Y (Quality of Service)
Source: SPSS 24 for Windows
Multiple Linear Regression Equation
Table 13. Variable Coefficient Result X
1,2,3,4
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std.
Error
Beta
1
(Constant)
-.196
.058
-3.384
.001
X1 (Policy Implementation)
.347
.036
.372
9.630
.000
X2 (Leadership Style)
.113
.027
.125
4.244
.000
X3 (Organizational Culture)
.304
.031
.296
9.767
.000
X4 (Community Participation)
.280
.045
.270
6.263
.000
A. Dependent Variable: Y (Quality of Service)
Source: SPSS 24 for Windows
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1383 Interdisciplinary Social Studies, 1(11), Aug 2022
Based on the analysis in testing this hypothesis obtained the double linear regression
regression equation as follows:
Ŷ = a + b
1
X
1
+ b
2
X
2
+ b
3
X
3
+ b
4
X
4
Ŷ = -0.196 + 0.347X
1
+ 0.113X
2
+ 0.304X
3
+ 0.280X
4
The above definition of multiple linear equations is:
1) That any increase of 1 value of the Policy Implementation variable can increase the
Quality of Service by 0.347 with the estimate of other variables constant;
2) That any increase of 1 value of the Leadership Style variable can increase the Value of
Service Quality by 0.113 with the estimate of other variables constant;
3) That every increase of 1 variable value of Apparatus Resources can increase the value
of Service Quality by 0.304 with the estimate of other variables constant;
4) That any increase of 1 value of the Community Participation variable can increase the
value of Service Quality by 0.280 with the estimate of other variables constant.
The Influence of Policy Implementation on Service Quality
Based on the results of the study, it can be concluded that there is an influence of policy
implementation on the Quality of Service of the Population and Civil Registration Service
(Disdukcapil) in South Tangerang City, Banten Province by 83.8%, where the implementation
of the policy has a significant and positive effect in improving the quality of services of the
Population and Civil Registration Service (Disdukcapil) in South Tangerang City.
Various factors in the implementation of the policy. Wibawa (1994) provides an overview
in the form of a determinant chart of policy implementation, it is explained that there are four
interacting with each other influencing work, namely policy content, political will,
characteristics of the target group, and environmental support.
In the system pattern, a number of interacting factors rely on quality so that it can be said
that implementation affects the work of employees. For the sub-system, the content of the
policy, in addition to being influenced by the interaction of personnel and management
resources, is also influenced by a very diverse environment and support from the political
desires of power that exist in the life of the community and the region.
Policies related to national life that are in a state that changes from time to time (Ernawati
& Suryani, 2013). There are times when the potential for conflict can be suppressed by efforts
to create a unity of form in all aspects of national life, and there are times when conflict must
be developed, in the realm of democracy for the expected empowerment. This will be a
different pattern in the context of life such as the political context, state administration and
local government.
The Influence of Leadership Style on Service Quality
Based on the results of the study, it can be concluded that there is an influence of Leadership
Style on the Service Quality of the Population and Civil Registration Service (Disdukcapil) in
South Tangerang City, Banten Province by 78.7%. Leadership style has a significant and
positive effect in improving the quality of services of the Population and Civil Registration
Service (Disdukcapil) of South Tangerang City.
Changes due to global penetration resulting in a multi-dimensional crisis post modern
geopolitik Indonesia has befallen our livelihoods as human beings of the Indonesian nation,
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1384 Interdisciplinary Social Studies, 1(11), Aug 2022
and has touched the joints of culture and the fundamental order of order (Hikam & Magnis-
Suseno, 1996). Various problems in question are being sued and it is necessary to be together
to care about the problems and solutions of this nation and still respect differences of
differences as the value of beauty in democratic life. The influence of the world on Indonesian
leadership requires leaders who have the strength of ability and political strength for the
integrity of the Republic of Indonesia and the independence of the nation and the orientation
of development must touch on strengthening the quality of human resources, and people's
politics as a tangible manifestation of the national concept of unity and unity which is
positioned as the glue for maintaining the Indonesian nation, namely the insight of the
archipelago and the synergy of the central government and local governments.
The Public Work Unit is a unit that works and influences and protects the demands
(Expectations and needs) that are governedin the field of public services and civil services in a
government relationship (Rizki, 2017). Thus, citizens as consumers of government products
face the government as producers and distributors in an equal position, that is, not under each
other (Atbar, 2012). Therefore, the position of yang is indictedas a consumer very closely
related to the position of sovereignty. Through its position as a sovereign, the community
orders, demands and controls the government, so that public services and civil services can be
felt by all times needed in accordance with adequate quantity and quality (Syahdan, 2018).
According to Rivai and Mulyadi (2006) leadership is the art of influencing and directing
people in a way of obedience, trust, honor and passionate cooperation in achieving common
goals. Siagian (2002) defines leadership as the skills and abilities of a person to direct and move
the behavior of others, both those whose position is higher or lower than him in thinking and
acting, so that attitudes and behaviors that were originally possible individualistic and
egocentric turn into fraternal behaviors, in oranization leadership affects employee
performance and employee performance has always been central in improving service to
community.
Leadership is the art of influencing human behavior and the ability to handle humans
(Moenir, 2008; Supriani et al., 2022). Leadership is a trait, process ability or concept that exists
in a person so that it is obeyed and followed, and others are willing to do sincerely (Hadiyanti,
2015).
The Influence of Organizational Culture on Service Quality
Based on the results of the study, it can be concluded that there is an influence of
Organizational Culture on the Quality of Service of the Population and Civil Registration
Service (Disdukcapil) in South Tangerang City, Banten Province by 75.6%, where
Organizational Culture has a significant and positive effect in improving service quality.
Culture is continuous and is present in all aspects of life so that it includes all acceptable
determinations of behaviors during a certain period of life (Hutapea, 2018). Culture is also
concerned with physical forms and structures and the social environment that affect life. Kotter
(2008) and Heskett (2011) define culture more formally as the totality of behavior, art, belief,
institution, and all other products of work and thought that characterize a society or population
transmitted together.
In the operational framework of an organization, competence makes HR able to explore the
potential of other resources owned by the organization, able to streamline and streamline the
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1385 Interdisciplinary Social Studies, 1(11), Aug 2022
production process within the company, and able to produce products that satisfy the needs and
desires of consumers (Soetrisno, 2016). The success of employee competencies in their
development gives enormous authority to employees through participatory decision making.
This is largely determined by the leadership and employees themselves who are directly
involved in the management of the organization (Firdianti, 2018). All this ultimately provides
added value to the company in the form of competitiveness advantages.
The Effect of Community Participation on Service Quality
Based on the results of the study, it can be concluded that there is an influence of
Community Participation on the Quality of Services of the Population and Civil Registration
Service (Disdukcapil) in South Tangerang City, Banten Province by 90.7%, where Community
Participation has a significant and positive effect in improving service quality.
According to Siagian (2002) democracy contains the keyword participation. Participation
or participation is viewed as the same and is used interchangeably in its use. In accordance with
the principle of democracy, it can be said that government belongs to the people (Desriadi,
2016).
The realization of community participation in the Quality of Service of the Population and
Civil Registration Service (Disdukcapil) in South Tangerang City, the ideal is community
participation or being involved in planning, implementing and evaluating the implementation
of services organized by service providers so that the public knows how much participation in
improving the quality of services to improve the Quality of Service of the Population and Civil
Registration Service (Disdukcapil) in South Tangerang City. This statement is in line with what
was stated by Isbandi (2007) that community participation is community participation in the
process of identifying problems with educational services and the potential that exists in the
community, selection and decision-making about alternative solutions to deal with problems,
implementation of efforts to overcome problems, and community involvement in the process
of evaluating changes that occur.
According to Wasistiono (2006) stated that participation is not only at the implementation
stage but is comprehensive starting from the stages of preparation, implementation of
evaluation and other utilization. From the theory stated that Community Participation has an
important role and influence in determining the Quality of Service in the Population and Civil
Registration Service (Disdukcapil) of South Tangerang City, Banten Province, this means the
participation of the community in a process, namely services at the Population and Civil
Registration Service (Disdukcapil) of South Tangerang City, Banten Province which is its right
and responsibility which includes planning, implementation and evaluation in order to fulfill
the basic needs of the community in accordance with the civil rights of every citizen and
resident contained in the 1945 Constitution as a constitutional right that must be fulfilled by
the State.
From the description above, it can be said that community participation has an important
role in determining whether or not a service is qualified by the government. Community
participation is necessary to maintain the quality of public services that are directly users and
government agencies that provide public services, which is guaranteed by the Public Service
Law, which is contained in Article 39 of the Public Service Law, it is stated that community
participation is needed throughout the process of providing public services.
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1386 Interdisciplinary Social Studies, 1(11), Aug 2022
In connection with the foregoing, a government belonging to society will be created if
bureaucrats can redefine their duties and functions. The community must be empowered so that
they are able to control the services provided by the Population and Civil Registration Service
(Disdukcapil) in South Tangerang City, Banten Province with the control of the community,
public services will be better because they will have a better commitment, be more concerned,
and be more creative in solving problems in an effort to improve the quality of services in
Population and Civil Registration Service (Disdukcapil) in South Tangerang City, Banten
Province.
CONCLUSION
There is an influence of policy implementation on service quality by 83.8%, the influence
of leadership style on service quality by 78.7%, the influence of organizational culture on
service quality by 75.6%, the influence of community participation on service quality by
90.7%, and the influence of policy implementation, leadership, organizational culture, and
community participation simultaneously on service quality by 96.6%. These data are the
conclusions of researchers based on a study conducted at the Population and Civil Registration
Service (Disdukcapil) of South Tangerang City, Banten.
In the future, researchers hope that the quality of services of the Population and Civil
Registration Service (Disdukcapil) of South Tangerang City pays more attention to the factors
that influence it such as policy implementation, leadership style, organizational culture, and
community participation so that the implementation of services can run more optimally.
REFERENCES
Arma, F., Hamka, H., & Juharni, J. (2021). Peningkatan pelayanan KTP-Elektronik melalui
inovasi jemput bola pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sinjai.
Jurnal Paradigma Administrasi Negara, 2(2). https://doi.org/10.35965/jpan.v2i2.384
Atbar, S. (2012). Pengaruh perilaku birokrasi terhadap kualitas layanan publik pada Distrik
Semangga. Societas: Jurnal Ilmu Administrasi dan Sosial.
Desriadi, D. (2016). Demokrasi dan pemerintahan. Siasat, 10(1).
Endah, K. (2018). Etika pemerintahan dalam pelayanan publik. Moderat: Jurnal Ilmiah Ilmu
Pemerintahan, 4(1).
Ernawati, L., & Suryani, E. (2013). Analisis faktor produktivitas gula nasional dan
pengaruhnya terhadap harga gula domestik dan permintaan gula impor dengan
menggunakan sistem dinamik. Jurnal Teknik Pomits, 1(1).
Firdianti, A. (2018). Implementasi manajemen berbasis sekolah dalam meningkatkan prestasi
belajar siswa. Gre Publishing.
Hadiyanti, H. (2015). Peran kepemimpinan camat dalam meningkatkan kinerja aparatur
birokrasi di Kecamatan Samboja Kabupaten Kutai Kartanegara. EJournal Administrasi
Negara, 3(1).
Heskett, J. (2011). The culture cycle: How to shape the unseen force that transforms
performance. FT Press.
Hikam, M. A. S., & Magnis-Suseno, F. (1996). Demokrasi dan civil society. Lp3es Jakarta.
Policy, Leadership Style, Organizational Culture, Citizen’s Participation on Service Quality in South
Tangerang’s Disdukcapil
1387 Interdisciplinary Social Studies, 1(11), Aug 2022
Hutapea, E. B. (2018). Interaksionalisme simbolik antara karyawan yang berbeda etnis. Oratio
Directa, 1(1).
Isbandi, R. A. (2007). Perencanaan partisipatoris berbasis aset komunitas: Dari pemikiran
menuju penerapan. FISIP UI Press.
Kotter, J. P. (2008). Corporate culture and performance. Simon and Schuster.
Moenir, A. S. (2008). Manajemen pelayanan umum di Indonesia. Bumi Aksara.
Nuraini, S. (2011). Evaluasi kebijakan pemekaran wilayah di Kabupaten Bekasi berdasarkan
Undang-Undang Nomor 32 Tahun 2004 Tentang Pemerintahan Daerah (Studi Kasus
Kecamatan Tarumajaya). Kybernan, 2(2).
Pamungkas, T. K., & Jakfar, M. H. A. (2022). Efektivitas kinerja pemerintah desa dalam
pelayanan publik. Jurnal Paradigma Madani, 9(1), 13–24.
Rivai, V., & Mulyadi, D. (2006). Kepemimpinan dan perilaku organisasi (2nd ed.). PT. Raja
Grafindo Persada.
Rizki, F. (2017). Analisis pelayanan sipil di Kantor Dinas Kependudukan dan Pencatatan Sipil
Pemerintah Daerah Kabupaten Kampar (Studi tentang pengurusan akta kelahiran)
[Doctoral Dissertation]. Universitas Islam Riau.
Siagian, S. (2002). Manajemen sumber daya manusia. Bumi Aksara.
Soetrisno, E. (2016). Manajemen sumber daya manusia. Kencana.
Supriani, Y., Tanjung, R., Mayasari, A., & Arifudin, O. (2022). Peran Manajemen
Kepemimpinan dalam Pengelolaan Lembaga Pendidikan Islam. JIIP - Jurnal Ilmiah Ilmu
Pendidikan, 5(1). https://doi.org/10.54371/jiip.v5i1.417
Syahdan, S. (2018). Kualitas pelayanan administrasi kependudukan di Kantor Kelurahan Kali
Kecamatan Biau Kabupaten Buol. Katalogis, 6(6).
Wasistiono, S. (2006). Prospek pengembangan desa. Fokusmedia.
Wibawa, S. (1994). Kebijakan publik. Intermedia.
