THE ROLE OF JOB STANDARDIZATION IN BUILDING INTERNAL SERVICE QUALITY AND JOB SATISFACTION IN THE INDONESIAN PUBLIC SECTOR

Abstract

This study seeks to analyse the pivotal role of Job Standardization in fostering Internal Service Quality and Job Satisfaction with the ultimate aim of cultivating Customer Orientation within the Indonesian Public Sector, specifically within the Provincial Civil Service Agency (BKD). Employing a quantitative research design to fulfil the research objective, the study utilizes cluster sampling, selecting respondents from provinces with varying employee populations. The sample comprises 404 respondents from BKD offices in South Kalimantan, North Sulawesi, South Sumatera, Lampung, South Sulawesi, Western Sumatera, Western Papua, North Maluku, and Papua Provinces. Utilizing Structural Equation Modelling (SEM) through the LISREL 8.80 application for data analysis, the findings indicate that Job Standardization significantly impacts both Internal Service Quality and Job Satisfaction, thereby contributing to the development of Customer Orientation. Additionally, the study explores the moderating roles of Job Empowerment and Remuneration, revealing their critical influence in fortifying Job Satisfaction and consequently enhancing Customer Orientation. This suggests a positive correlation, signifying that elevated levels of Work Empowerment and Remuneration are associated with increased Job Satisfaction and, in turn, heightened Customer Orientation. The study underscores the imperative for the judicious implementation of Job Standardization, emphasizing the need to empower the Kaizen Approach to attain effective working time and operational efficiency. Furthermore, coordination, and effective communication among employees are highlighted as essential managerial strategies to optimize organizational performance. Consequently, the management of BKD is urged to implement measures aimed at enhancing internal service quality by reinforcing Job Engagement and fostering effective communication among employees. This strategic approach is anticipated to result in an augmented Customer Orientation towards external stakeholders.