The Effect of Discipline and Organizational Climate on the Quality of Public Services at the Bogor City Samsat
DOI:
https://doi.org/10.38035/dijdbm.v7i3.6550Keywords:
Discipline, Organizational Climate, Quality of Public Services, Samsat, Bogor City.Abstract
The quality of public service is the main indicator of the success of government agencies' performance in meeting the needs and expectations of the community, especially in motor vehicle administration services at the Bogor City SAMSAT which demands speed, accuracy, and accountability of service. Optimal service quality cannot be separated from the role of human resources, especially work discipline and organizational climate formed in the work environment. This study aims to analyze the influence of work discipline and organizational climate on the quality of public service at the Bogor City SAMSAT, both partially and simultaneously. This study uses a quantitative approach with a survey method. Data were collected by distributing questionnaires to 112 Bogor City SAMSAT employees who served as research respondents. The data analysis technique used was multiple linear regression analysis with the help of the Statistical Package for the Social Sciences (SPSS) version 29 program. The results of the study indicate that partially work discipline has a positive and significant effect on service quality, with a t-value of 9.418 and a significance level of 0.000. In addition, organizational climate also has a positive and significant effect on service quality with a t-value of 5.872 and a significance level of 0.004. Simultaneously, work discipline and organizational climate have a significant effect on the quality of public services, as indicated by the F-value of 45.832 with a significance level of <0.001. The coefficient of determination (R Square) of 0.457 indicates that work discipline and organizational climate are able to explain 45.7% of the variation in service quality, while the remaining 54.3% is influenced by other factors outside the research model. This finding confirms that the implementation of consistent work discipline and the creation of a conducive organizational climate are strategic factors in improving the quality of public services at SAMSAT Bogor City
References
Anwar, M. (2025). Pelayanan informasi pajak kendaraan bermotor terhadap kepuasan wajib pajak di Kota Padang. Jurnal Administrasi Publik, 8(1), 12–18.
Pratikno, Y., & Hermawan, E. (2022). Manajemen sumber daya manusia dalam praktik tata kelola organisasi yang baik. Purbalingga: Eureka Media Aksara.
Ariawantara, P. A. F. (2010). Implementasi SAMSAT Delivery Service dalam meningkatkan kualitas pelayanan publik. Jurnal Ilmu Pemerintahan, 1(1), 1–10.
Dewi, L. (2024). Analisis kualitas pelayanan publik di kantor sistem administrasi manunggal satu atap (SAMSAT) Kota Probolinggo. Jurnal Administrasi Publik, 6(2), 45–52.
Erlina, N. W. P. (2022). Analisis kualitas layanan dalam mewujudkan kepatuhan wajib pajak di Kantor Samsat Manado. Jurnal Administrasi Publik, 7(3), 33–40.
Febiana, W. (2023). Efektivitas pelayanan pajak kendaraan bermotor di Kantor Samsat Kota Semarang. Jurnal Enersia Publika, 5(1), 15–22.
Fauziah, Z., Suherman, E., & Khalida, L. R. (2025). Analisis kualitas pelayanan publik dan kinerja karyawan terhadap kepuasan masyarakat di Kantor Samsat Karawang. Management Studies and Entrepreneurship Journal, 6(3), 3397–3417. https://doi.org/10.37385/msej.v6i3.7881
Ifansyah, M. N. (2025). Analisis pelayanan perpanjangan Surat Tanda Nomor Kendaraan (STNK) di Kantor Samsat Kabupaten Balangan. Jurnal Administrasi Publik, 6(2), 25–32.
Kurniadi, D. (2025). Penerapan aplikasi Samsat Digital sebagai layanan publik di Sumatera Selatan. SWITCH: Jurnal Teknologi dan Sistem Informasi, 3(1), 50–58.
Mall, Z. H., & Ilato, R. (2022). Pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat di Desa Buluwatu, Kecamatan Sumalata Timur, Kabupaten Gorontalo Utara. Journal of Administration and Public Service, 3(1), 36–45.
Manurung, R. N., Jamil, B., & Deliana, M. (2024). Analisis kualitas pelayanan publik dalam pengurusan STNK di Kantor Samsat Kabupaten Pakpak Bharat. Strukturasi: Jurnal Ilmiah Magister Administrasi Publik, 6(1), 104–111.
Marpaung, S. N. (2023). Efektivitas pelayanan Samsat Online Nasional dalam rangka mewujudkan pelayanan prima di Kantor Samsat Medan Selatan. Jurnal Ilmu Sosial dan Ilmu Politik, 6(2), 100–108.
Muhtar, S. (2023). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat di SAMSAT Keliling Kabupaten Tapanuli Selatan. Nusantara: Jurnal Ilmu Sosial dan Politik, 8(1), 45–52.
Nurjaman, R. (2025). Akuntabilitas pelayanan publik di Kantor Samsat Kota Jayapura. SIMBOL: Jurnal Ilmu Sosial dan Politik, 3(1), 22–30.
Samsudin, D. (2024). Analisis kualitas pelayanan publik di Kantor Samsat Kabupaten Gresik. Innovant: Jurnal Ilmu Administrasi, 5(2), 60–68.
Sutri Sulistiyowati, Joorie M. Ruru, Very Y. Londa. (2024). Analisis tingkat kepuasan masyarakat terhadap pelayanan publik di Dinas Pencatatan Sipil Kota Manado. Jurnal Administrasi Publik, 8(1), 1–9.
Triyosanti, C. (2024). Inovasi pelayanan pajak kendaraan bermotor melalui aplikasi SIGNAL (Samsat Digital Nasional) di UPTD Kantor Samsat Balaraja Kabupaten Tangerang. Jurnal Sosial dan Politik Hukum, 7(1), 12–20.
Wijayanto, M. d. (2007). Faktor pendukung pelayanan dalam kualitas pelayanan publik di kantor. Gava Media.
Yulia, A. (2021). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat pada bagian pelayanan administrasi kependudukan. Jurnal Visionida, 7(1), 15–21.
Zulkarmin Hi Mallu, Rosman Ilato, I. I. (2022). Pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat di Desa Buluwatu, Kecamatan Sumalata Timur, Kabupaten Gorontalo Utara. Journal of Administration and Public Service, 3(1), 36–45.
Anwar, M. (2025). Pelayanan informasi pajak kendaraan bermotor terhadap kepuasan wajib pajak di Kota Padang. Jurnal Administrasi Publik, 8(1), 12–18.
Ariawantara, P. A. F. (2010). Implementasi SAMSAT Delivery Service dalam meningkatkan kualitas pelayanan publik. Jurnal Ilmu Pemerintahan, 1(1), 1–10.
Dewi, L. (2024). Analisis kualitas pelayanan publik di kantor sistem administrasi manunggal satu atap (SAMSAT) Kota Probolinggo. Jurnal Administrasi Publik, 6(2), 45–52.
Erlina, N. W. P. (2022). Analisis kualitas layanan dalam mewujudkan kepatuhan wajib pajak di Kantor Samsat Manado. Jurnal Administrasi Publik, 7(3), 33–40.
Febiana, W. (2023). Efektivitas pelayanan pajak kendaraan bermotor di Kantor Samsat Kota Semarang. Jurnal Enersia Publika, 5(1), 15–22.
Fauziah, Z., Suherman, E., & Khalida, L. R. (2025). Analisis kualitas pelayanan publik dan kinerja karyawan terhadap kepuasan masyarakat di Kantor Samsat Karawang. Management Studies and Entrepreneurship Journal, 6(3), 3397–3417. https://doi.org/10.37385/msej.v6i3.7881
Ifansyah, M. N. (2025). Analisis pelayanan perpanjangan Surat Tanda Nomor Kendaraan (STNK) di Kantor Samsat Kabupaten Balangan. Jurnal Administrasi Publik, 6(2), 25–32.
Kurniadi, D. (2025). Penerapan aplikasi Samsat Digital sebagai layanan publik di Sumatera Selatan. SWITCH: Jurnal Teknologi dan Sistem Informasi, 3(1), 50–58.
Mall, Z. H., & Ilato, R. (2022). Pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat di Desa Buluwatu, Kecamatan Sumalata Timur, Kabupaten Gorontalo Utara. Journal of Administration and Public Service, 3(1), 36–45.
Manurung, R. N., Jamil, B., & Deliana, M. (2024). Analisis kualitas pelayanan publik dalam pengurusan STNK di Kantor Samsat Kabupaten Pakpak Bharat. Strukturasi: Jurnal Ilmiah Magister Administrasi Publik, 6(1), 104–111.
Marpaung, S. N. (2023). Efektivitas pelayanan Samsat Online Nasional dalam rangka mewujudkan pelayanan prima di Kantor Samsat Medan Selatan. Jurnal Ilmu Sosial dan Ilmu Politik, 6(2), 100–108.
Muhtar, S. (2023). Pengaruh kualitas pelayanan terhadap kepuasan masyarakat di SAMSAT Keliling Kabupaten Tapanuli Selatan. Nusantara: Jurnal Ilmu Sosial dan Politik, 8(1), 45–52.
Nurjaman, R. (2025). Akuntabilitas pelayanan publik di Kantor Samsat Kota Jayapura. SIMBOL: Jurnal Ilmu Sosial dan Politik, 3(1), 22–30.
Santoso, I., & Madiistriyatno, H. (2021). Metodologi penelitian kuantitatif. Indigo Media.
Bouckaert, G., & Van de Walle, S. (2003). Comparing measures of citizen trust and satisfaction. Public Performance & Management Review, 26(3), 241–270.
Donabedian, A. (1980). The definition of quality and approaches to its assessment. Ann Arbor: Health Administration Press.
Grönroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). Chichester: Wiley.
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Pearson Education.
Lovelock, C., & Wirtz, J. (2011). Services marketing: People, technology, strategy (7th ed.). Prentice Hall.
Ostrom, E. (2000). Reforming public administration: The central role of service quality. Governance, 13(4), 487–507.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rivai, V., & Sagala, E. (2017). Manajemen Sumber Daya Manusia untuk Perusahaan: Dari teori ke praktik. Jakarta: Rajawali Pers.
Robbins, S. P., & Judge, T. A. (2017). Organizational behavior (17th ed.). Pearson.
Santoso, H., & Madiistriyatno, H. (2021). Metodologi penelitian kuantitatif untuk ilmu sosial dan bisnis. Yogyakarta: Andi.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (7th ed.). Wiley.
Sinambela, L. H. (2014). Manajemen pelayanan publik: Teori dan praktik. Jakarta: Bumi Aksara.
Samsudin, D. (2024). Analisis kualitas pelayanan publik di Kantor Samsat Kabupaten Gresik. Innovant: Jurnal Ilmu Administrasi, 5(2), 60–68.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Triseno Budiharto, Yuni Pratikno, Sitta Kusuma
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 Dinasti International Journal of Digital Business Management (DIJDBM) 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 Dinasti International Journal of Digital Business Management (DIJDBM).
