The Influence of Organizational Culture and Work Engagement on Service Performance Through Service Quality at the West Tanjung Jabung District Health Office
DOI:
https://doi.org/10.38035/jafm.v6i4.2399Keywords:
Organizational Culture, Work Engagement, Service Quality, PerformanceAbstract
This study aims to describe the implementation of organizational culture, work engagement, service quality, and employee performance at the Tanjung Jabung Barat District Health Office. It also aims to determine and analyze the influence of organizational culture and work engagement through service quality on employee performance. This study was conducted at the Tanjung Jabung Barat District Health Office. The population was 1,021 health workers within the Tanjung Jabung Barat District Health Office with civil servant status in 2024. The sample size used Slovin's theory with a 10% margin of error, resulting in 92 health workers with civil servant status. This study used a quantitative approach with a survey method and Partial Least Square (PLS) data analysis. The results showed that organizational culture and work engagement have an influence on performance, both directly and indirectly through service quality at the Tanjung Jabung Barat District Health Office. This indicates that the Tanjung Jabung Barat District Health Office is able to build a strong organizational culture and is able to proactively involve itself in work, which will be able to improve the quality of service and performance of the Tanjung Jabung Barat District Health Office.
References
Arikunto, S. (2018). Prosedur penelitian: Suatu pendekatan praktik. Rineka Cipta.
Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209–223. https://doi.org/10.1108/13620430810870476
Bakker, A. B., & Leiter, M. P. (2017). Work engagement: A handbook of essential theory and research. Psychology Press.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service: Serving, not steering. Routledge.
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Sage Publications.
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Handoyo, S. (2020). Manajemen sumber daya manusia di sektor publik: Tantangan dan strategi. Jurnal Manajemen Pemerintahan, 12(2), 115–127.
Inspektorat Daerah Kabupaten Tanjung Jabung Barat. (2025). Laporan evaluasi kinerja Dinas Kesehatan Tahun 2024. Pemerintah Kabupaten Tanjung Jabung Barat.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692–724. https://doi.org/10.5465/256287
Osborne, S. P., Radnor, Z., & Nasi, G. (2013). A new theory for public service management? Toward a (public) service-dominant approach. The American Review of Public Administration, 43(2), 135–158. https://doi.org/10.1177/0275074012466935
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2008). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Springer.
PermenPAN-RB No. 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat.
Robbins, S. P., & Judge, T. A. (2017). Organizational behavior (17th ed.). Pearson.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600–619. https://doi.org/10.1108/02683940610690169
Sarwono, J. (2012). Metode penelitian kuantitatif dan kualitatif. Graha Ilmu.
Schein, E. H. (2010). Organizational culture and leadership (4th ed.). Jossey-Bass.
Schaufeli, W. B., Salanova, M., González-Romá, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71–92. https://doi.org/10.1023/A:1015630930326
Sedarmayanti. (2019). Manajemen sumber daya manusia, reformasi birokrasi, dan manajemen pegawai negeri sipil. Refika Aditama.
Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
Supranto, J. (2014). Metode penelitian: Aplikasi dalam pemasaran. Rineka Cipta.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Puji Lestari, Pantun Bukit, Ali Akbar
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Journal of Accounting and Finance Management (JAFM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Journal of Accounting and Finance Management (JAFM).
