Published: 2025-02-16
The Effect of Employee Empowerment and Policy Implementation on The Quality of Public Services with Job Satisfaction as An Intervening Variable at The Indonesian Quarantine Agency
DOI: 10.35870/ijmsit.v5i1.3770
Downloads
Abstract
The success of an organization in achieving its objectives and addressing both external and internal challenges largely depends on the quality of its human resources (HR). Employee development through empowerment is key to improving organizational performance. HR empowerment involves granting authority, developing competencies, and assigning responsibilities, while also creating an organizational culture that fosters employee self-confidence. However, the implementation of empowerment policies often faces challenges, particularly in the context of complex bureaucratic structures. This study aims to analyze the relationship between HR empowerment, policy implementation, and the quality of public service at the Indonesian Quarantine Agency (Barantin). The research method used is a survey with an explanatory approach, and data analysis is conducted using SmartPLS software. The results show that employee empowerment does not significantly affect the quality of public service, likely due to suboptimal implementation and a rigid bureaucratic structure. In contrast, policy implementation has a positive impact on the quality of public service, as clear and effective policies can enhance service efficiency and accountability. Furthermore, employee empowerment has a positive effect on job satisfaction, which in turn contributes to improving the quality of public service. The study also finds that job satisfaction acts as a mediator between employee empowerment and the quality of public service, as well as between policy implementation and the quality of public service. Therefore, strategies to improve public service quality at Barantin need to integrate efforts to empower employees and implement effective policies, focusing on enhancing employee job satisfaction. Thus, this study contributes to the development of a more adaptive and responsive policy implementation model to meet community needs, thereby improving the overall quality of public service.
Keywords
Employee Empowerment ; Policy Implementation ; Public Service Quality ; Job Satisfaction ; Indonesian Quarantine Agency
Article Information
This article has been peer-reviewed and published in the International Journal of Management Science and Information Technology. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
-
Issue: Vol. 5 No. 1 (2025)
-
Section: Articles
-
Published: %750 %e, %2025
-
License: CC BY 4.0
-
Copyright: © 2025 Authors
-
DOI: 10.35870/ijmsit.v5i1.3770
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. By leveraging artificial intelligence for indexing, recommendation, and citation analysis, we enhance the visibility and impact of published research.
Edi Sugiono
Faculty of Economics and Business, Universitas Nasional, South Jakarta City, Special Capital Region of Jakarta, Indonesia
Akhmad Alfaraby
Faculty of Economics and Business, Universitas Nasional, South Jakarta City, Special Capital Region of Jakarta, Indonesia
-
Afandi, M. I., & Warjio, W. (2015). Implementasi Peraturan Daerah Kabupaten Asahan Nomor 11 Tahun 2011 Tentang Pajak Daerah Dalam Pencapaian Target Pajak Bumi Dan Bangunan Perdesaan Dan Perkotaan (Studi Deskriptif Di Kelurahan Bunut Barat Kecamatan Kota Kisaran Barat). Jurnal Administrasi Publik (Public Administration Journal), 5(2), 132–153. https://doi.org/10.31289/jap.v5i2.70
-
Agustino, L. (2022). Dasar-dasar kebijakan publik (Edisi Revisi).
-
Amanda Permatasari, I. (2020). Kebijakan Publik (Teori, Analisis, Implementasi Dan Evaluasi Kebijakan). TheJournalish: Social and Government, 1(1), 33-37.
-
Clutterbuck, David. (2018). The Art of HRD (Daya Pemberdayaan: Menggali dan Meningkatkan Potensi Karyawan Anda). Jakarta: Gramedia
-
Conger, J.A., Kanungo, R.N., Menon, S.T. and Mathur, P. (1997), Measuring Charisma: Dimensionality and Validity of the Conger-Kanungo Scale of Charismatic Leadership. Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration, 14: 290-301. https://doi.org/10.1111/j.1936-4490.1997.tb00136.x
-
Fernandez, S. and Moldogaziev, T. (2013), Employee Empowerment, Employee Attitudes, and Performance: Testing a Causal Model. Public Admin Rev, 73: 490-506. https://doi.org/10.1111/puar.12049
-
Giauque, D., Anderfuhren-Biget, S., & Varone, F. (2013). HRM Practices, Intrinsic Motivators, and Organizational Performance in the Public Sector. Public Personnel Management, 42(2), 123-150. https://doi.org/10.1177/0091026013487121
-
Hernaman, I. ., Rochana, A. ., Andayaningsih, P. ., Suryani, Y. ., & Ramdhani, M. A. . (2015). Evaluation of in Vitro Digestibility of Dried Matter and Organic Matter of Solid Waste of Bioethanol Fermentation from Cassava by Trichoderma Viride and Saccharomyces Cerevisiae. Journal of Asian Scientific Research, 5(11), 513–521. https://doi.org/10.18488/journal.2/2015.5.11/2.11.513.521
-
Hupe, P., Hill, M., & Nangia, M. (2014). Studying implementation beyond deficit analysis: The top-down view reconsidered. Public Policy and Administration, 29(2), 145-163. https://doi.org/10.1177/0952076713517520
-
Kenneth W. Thomas and Betty A. Velthouse, 1990: Cognitive Elements of Empowerment: An “Interpretive” Model of Intrinsic Task Motivation. AMR, 15, 666–681, https://doi.org/10.5465/amr.1990.4310926
-
Khalilzadeh, J., Del Chiappa, G., Jafari, J. and Zargham Borujeni, H. (2013), "Methodological approaches to job satisfaction measurement in hospitality firms", International Journal of Contemporary Hospitality Management, Vol. 25 No. 6, pp. 865-882. https://doi.org/10.1108/IJCHM-05-2012-0067
-
Lipsky, M. (2020). Street-level bureaucracy: Dilemmas of the individual in public service. Russell Sage Foundation.
-
Locke, E. A. (1973). What is job satisfaction? Organizational behavior and human performance. Motivation in Work Organizations.
-
Lumbantobing, A. (2021). Pengaruh Pemberdayaan Pegawai Terhadap Kualitas Pelayanan Publik Di Kantor Kecamatan Medan Tuntungan. Jurnal Ilmu Sosial dan Politik, 1(1), 25-39. https://doi.org/10.51622/jispol.v1i1.324
-
Paimin. Napitupulu, (2017), Pelayanan Publik dan Customer Satisfaction, Prinsip Prinsip Dasar Agar Pelayanan Publik Lebih Berorientasi Pada Kepuasan dan Kepentingan Masyarakat. Bandung: Alumni.
-
Purnama, N. B. (2018). Manajemen kualitas perspektif global. Yogyakarta: Ekonisia.
-
Sarwono, J., & Narimawati, U. (2019). Partial Least Square SEM. Partial Least Square SEM.
-
Sinambela, Poltak, (2020), Reformasi Pelayanan Publik, Teori, Kebijakan dan Implementasi. Jakarta :Bumi Aksara
-
Spence Laschinger, Heather K. PhD, RN; Finegan, Joan PhD; Shamian, Judith PhD, RN; Wilk, Piotr MA. Impact of Structural and Psychological Empowerment on Job Strain in Nursing Work Settings: Expanding Kanter’s Model. JONA: The Journal of Nursing Administration 31(5):p 260-272, May 2001.
-
Tummers, L., & Bekkers, V. (2013). Policy Implementation, Street-level Bureaucracy, and the Importance of Discretion. Public Management Review, 16(4), 527–547. https://doi.org/10.1080/14719037.2013.841978
-
Williamson, O. E., & Winter, S. G. (2023). The nature of the firm: origins, evolution, and development. Oxford University Press, USA.
-
Winarno, Budi, (2022). Kebijakan Publik (Teori, Proses dan Study Kasus), cet.1 Yogyakarta, CAPS
-
Younistalb. Ed, (2020), Implementation of Public Policy, Sydney, Dartmouth. Zainal Abidin. 2017. Kebijakan Publik (Edisi Revisi). Jakarta: Pancur Siwah.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 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.