Service Quality and Workplace Conditions as Determinants of Civil Servant Satisfaction: A Study from Central Papua Province
Keywords:
employee satisfaction, service quality, work environment, public sector, Central Papua
Abstract
This study investigates the impact of service quality and work environment on employee satisfaction at the Regional Agency for National Unity and Politics in Central Papua Province, Indonesia. Utilizing a quantitative approach, data were collected from 40 civil servants through structured questionnaires. The results were analyzed using multiple linear regression. The findings indicate that both service quality and work environment significantly influence employee satisfaction, with work environment emerging as the more dominant factor. This highlights the critical role of creating a conducive and supportive workplace in enhancing job satisfaction within public institutions. The implications of this research suggest that regional government bodies aiming to improve employee satisfaction should prioritize internal service quality while ensuring a positive work environment. This study contributes to the literature on public sector human resource management by providing empirical evidence from a newly established autonomous region in Indonesia. Limitations and directions for future research are also discussed.
References
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Yusuf, M., Suhermin, S., & Armanu, A. (2020). The role of work environment and job satisfaction in influencing employee performance. International Journal of Scientific & Technology Research, 9(4), 621–625.
Ali, B. J., & Anwar, G. (2021). The mediating role of job satisfaction between organizational culture and employee performance. Journal of Innovation and Entrepreneurship, 10(1), 1–13. https://doi.org/10.1186/s13731-021-00191-1
Basit, A., Sebastian, V., & Hassan, Z. (2020). Impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty: Evidence from banking sector of Pakistan. International Journal of Business and Social Science, 11(7), 40–49. https://doi.org/10.30845/ijbss.v11n7p5
Dori, H. P., Lambe, K. H. P., & Sabandar, S. Y. (2025). ANALISIS DAMPAK SISTEM PELAYANAN KAS DAERAH ONLINE TERHADAP TINGKAT KEPUASAN NASABAH DI BANK PAPUA KANTOR CABANG UTAMA NABIRE. ECOHOLIC: Jurnal Ekonomi Holistik, 1(1), 27–34. https://ojs.ukipaulus.ac.id/index.php/jeh/article/view/853
Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25 (9th ed.). Universitas Diponegoro.
Gujarati, D. N., & Porter, D. C. (2009). Basic econometrics (5th ed.). McGraw-Hill Education.
Herzberg, F. (1968). One more time: How do you motivate employees? Harvard Business Review.
Kim, S., & Park, S. (2022). The impact of organizational culture and work environment on employee satisfaction in the public sector. Public Personnel Management, 51(2), 143–161. https://doi.org/10.1177/00910260211035567
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370–396. https://doi.org/10.1037/h0054346
Miao, R., Cao, Y., & Liu, J. (2020). A study on employee satisfaction based on the work environment and job characteristics. Frontiers in Psychology, 11, 579489. https://doi.org/10.3389/fpsyg.2020.579489
Paembonan, R., Ma’na, P., & Halik, J. (2024). Analisis akuntabilitas kinerja keuangan daerah di kantor pelayanan kekayaan negara dan lelang kabupaten biak provinsi Papua. Journal of Marketing Management and Innovative Business Review, 2(2), 1–6. https://doi.org/10.63416/mrb.v2i2.254
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.
Rachman, A. N., Baharuddin, B., & Halik, J. B. (2024). Pengaruh Kompetensi Dan Kesesuaian Peran Terhadap Kinerja Awak Kapal MV.Mutawa.103 Di Abu Dhabi. EKOMA: Jurnal Ekonomi, Manajemen, Akuntansi, 4(1), 3100–3108. https://journal-nusantara.id/index.php/EKOMA/article/view/6435
Rashid, H., Aslam, U., & Kanwal, S. (2023). Impact of internal service quality on employee satisfaction: Evidence from government service institutions. International Journal of Public Administration, 46(3), 261–275. https://doi.org/10.1080/01900692.2021.1947087
Robbins, S. P., & Judge, T. A. (2019). Organizational behavior (18th ed.). Pearson.
Rumopa, M., Baharuddin, Halik, J. B., & Lambe, K. H. P. (2025). Improving Ship Crew Job Satisfaction : The Role of Work Environment and Career Development. Journal of Artificial Intelligence and Digital Business (RIGGS), 4(2), 1304–1315. https://doi.org/10.31004/riggs.v4i2.665
Salombe, A., Rantererung, C. L., & Lambe, K. H. P. (2025). PENGARUH SISTIM INFORMASI KESEHATAN DAN KOMPETENSI PEGAWAI TERHADAP KUALITAS PELAYANAN PUBLIK DI PROVINSI PAPUA TENGAH. ECOHOLIC: Jurnal Ekonomi Holistik, 1(1), 93–100. https://ojs.ukipaulus.ac.id/index.php/jeh/article/view/863
Sani, A., & Maharani, R. (2021). The effect of work environment and motivation on employee performance: The mediating role of job satisfaction. International Journal of Social Science and Human Research, 4(8), 2128–2135. https://doi.org/10.47191/ijsshr/v4-i8-09
Sekaran, U., & Bougie, R. (2020). Research methods for business: A skill-building approach (8th ed.). Wiley.
Todingbua, M. A., & Lambe, K. H. P. (2024). Analysis of Job Satisfaction and Work Productivity on Employee Performance at PT. Angkasa Pura I (Persero) Makassar. International Journal of Engoneering Business and Social Science, 2(04), 1307–1318. https://ijebss.ph/index.php/ijebss/article/view/162/459
Wulandari, Sabandar, S. Y., & Patiung, N. (2024). Pengaruh Motivasi Kerja , Lingkungan Kerja dan Disiplin Kerja Terhadap Kinerja Karyawan PT. Asri Tritunggal Property. Journal of Marketing Management and Innovative Business Review, 2(2), 83–90. https://doi.org/10.63416/mrb.v2i2.311
Yusuf, M., Suhermin, S., & Armanu, A. (2020). The role of work environment and job satisfaction in influencing employee performance. International Journal of Scientific & Technology Research, 9(4), 621–625.
Published
2025-08-31
How to Cite
Bonai, A. M. A., Paranoan, N., & Sabandar, S. Y. (2025). Service Quality and Workplace Conditions as Determinants of Civil Servant Satisfaction: A Study from Central Papua Province. Journal of Marketing Management and Innovative Business Review, 3(2), 105-117. https://doi.org/10.63416/mrb.v3i2.389
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Copyright (c) 2025 Amawi Mose Arens Bonai, Natalia Paranoan, Sita Yubelina Sabandar
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