Published: 2026-08-01
Pengaruh Profesionalisme Aparatur dan Kualitas Pelayanan Terhadap Kepuasan Masyarakat di Kantor Kecamatan Bojong Kabupaten Pekalongan Jawa Tengah
DOI: 10.35870/jemsi.v12i4.6716
Abstract
This study examines how apparatus professionalism and service quality affect public satisfaction at the Bojong District Office, Pekalongan Regency, Central Java. This study is plagued by the poor Public Satisfaction Index on procedures, requirements, and service duration. This quantitative study uses purposive sampling for 100 Bojong District service customers. SPSS was used to analyse questionnaire data using multiple linear regression. The results of the study show that (1) apparatus professionalism has a positive and significant effect on public satisfaction (t count = 3.056; sig. 0.003), (2) service quality has a positive and significant effect (t count = 6.968; sig. 0.000), and (3) both affect public satisfaction simultaneously (F = 75.584; sig. 0.000) with an adjusted R square value of 60.1%. Public satisfaction is more influenced by service quality than official professionalism. This study emphasises the need to improve official competency and service quality.
Keywords
Apparatus Professionalism; Service Quality; Community Satisfaction
Article Information
This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
-
Issue: Vol. 12 No. 4 (2026)
-
Section: Articles
-
Published: 2026-08-01
-
License: CC BY 4.0
-
Copyright: © 2026 Authors
-
DOI: 10.35870/jemsi.v12i4.6716
AI Research Hub
This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem.
Auliya Saputri, Universitas 17 Agustus 1945 Semarang
Program Studi Manajemen, Fakultas Ekonomika dan Bisnis, Universitas 17 Agustus 1945 Semarang, Jawa Tengah, Indonesia.
Amsar Amsar, Universitas 17 Agustus 1945 Semarang
Program Studi Manajemen, Fakultas Ekonomika dan Bisnis, Universitas 17 Agustus 1945 Semarang, Jawa Tengah, Indonesia.
Tri Widayati, Universitas 17 Agustus 1945 Semarang
Program Studi Manajemen, Fakultas Ekonomika dan Bisnis, Universitas 17 Agustus 1945 Semarang, Jawa Tengah, Indonesia.
Aris Mardiyono, Universitas 17 Agustus 1945 Semarang
Program Studi Manajemen, Fakultas Ekonomika dan Bisnis, Universitas 17 Agustus 1945 Semarang, Jawa Tengah, Indonesia.
-
Astuti, V., Iskandar, K., & Sucipto, H. (2024). Pengaruh kualitas pelayanan dan kinerja aparatur pemerintah desa terhadap kepuasan masyarakat (Studi kasus Balai Desa Bangsri, Bulukamba, Brebes). Jurnal Rimba: Riset Ilmu Manajemen Bisnis dan Akuntansi, 2.
-
Birokrasi, K. P. A. N., & R. (2014). Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 16 Tahun 2014 tentang Pedoman Survei Kepuasan Masyarakat terhadap Penyelenggaraan Pelayanan Publik. Kementerian PAN-RB.
-
Dedy, A., & Alfandi, Y. (2022). Pengaruh kualitas pelayanan dan fasilitas hotel terhadap kepuasan pelanggan di Sari Ater Hot Springs Resort Ciater. Jurnal Sains Manajemen, 4(1).
-
Ghozali, I. (2011). Aplikasi analisis multivariate dengan program IBM SPSS 19. Universitas Diponegoro.
-
Ghozali, I. (2016). Aplikasi analisis multivariate dengan program IBM SPSS 23 (Edisi 8). Universitas Diponegoro.
-
Haeruddin, E., & Syam, N. (2025). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada Dinas Kependudukan dan Catatan Sipil Kabupaten Maros. Jurnal Quantum Publik, 2(1), 89–94.
-
Hasibuan, A., & Nasution, S. P. (2024). Etika profesi: Profesionalisme kerja (Edisi Revisi). Deepublish.
-
Kotler, P., & Keller, K. L. (2016). Marketing management. Pearson Education.
-
Madiistriyatno, H., & Sudarman, E. (2022). Organizational climate and professionalism in public organizations. Jurnal Ekonomi, 11(03), 31–40.
-
Mangkunegara, A. P. (2016). Manajemen sumber daya manusia perusahaan. Remaja Rosdakarya.
-
Ningrum, R. W. K., Widowati, N., & Maesaroh, M. (2021). Analisis kualitas pelayanan pembuatan dokumen kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Pati. Journal of Management and Public Policy, 10(3), 144–152.
-
Oroh, A. W., Pioh, N., & Undap, G. (2017). Profesionalisme kerja perangkat kelurahan dalam pelayanan publik di Kelurahan Kotamobagu Kecamatan Kotamobagu Barat. Jurnal Eksekutif, 2(2).
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing.
-
Pasaribu, V. A., & Sinaga, S. V. (2023). Pengaruh pemberdayaan profesionalisme pegawai terhadap kualitas pelayanan publik: Studi kasus Kantor Kecamatan Medan Tuntungan. Jurnal Ilmu Sosial dan Politik, 3(1), 71–87.
-
Pelaksanaan Survei Kepuasan Masyarakat (SKM) Kecamatan Bojong Kabupaten Pekalongan Tahun 2025. (2025).
-
Rawis, R., Ruru, J., & Kolondam, H. (2022). Pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat di Kantor Desa Kanonang Lima Kecamatan Kawangkoan Barat Kabupaten Minahasa. Jurnal Administrasi Publik, 8(114).
-
Rizqy, A., Simon, J., & Siregar, F. A. (2023). Strategi pelayanan publik di masa pandemi COVID-19 di Kelurahan Pulo Brayan Bengkel, Kota Medan. Publik Reform, 10(1), 8–16.
-
Rusmilawati, R., Arifin, J., & Suparti, H. (2020). Pengaruh profesionalisme kerja pegawai terhadap kualitas pelayanan publik di Kantor Kecamatan Tanta Kabupaten Tabalong. JAPB, 3(2), 570–584.
-
Rusydi, M. (2017). Customer excellence. Gosyen Publishing.
-
Sugiyono. (2013). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
-
Syamsir, M., Sahlania, O., & Rahman, R. (2023). Profesionalisme aparatur terhadap kepuasan masyarakat dalam pelayanan di Kantor Kecamatan Manggala Kota Makassar. Journal of Government Insight, 3(2), 351–357.
-
Yanti, V., Purba, B., Ekonomi, F., & Al-Washliyah, U. M. N. (2021). Pengaruh pelayanan publik dan profesionalisme perangkat kelurahan terhadap kepuasan masyarakat. Jurnal Ilmu Sosial dan Politik, 2(3), 223–227.
-
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.