BOGOR, Indonesia — Employee performance at Wisma Pengayoman, a strategic support facility under Indonesia’s Ministry of Law, has reached a good level, yet the overall quality of services experienced by users remains only fairly good, according to a 2026 study conducted by Muhammad Ilham Maulana Muztaba, Saprudin, and Neng Virly Apriliyani from Djuanda University, Bogor, Indonesia. Published in the International Journal of Applied Research and Sustainable Sciences (IJARSS), the study highlights the importance of strengthening service professionalism, improving physical facilities, and enhancing responsiveness to support more effective public administration.
The findings are significant because Wisma Pengayoman is more than a government-owned building. It serves as an operational hub for official meetings, employee training, institutional events, and other activities that support the Ministry of Law’s core responsibilities. The quality of services provided in this facility can directly influence organizational efficiency, internal governance, and the overall effectiveness of government programs.
Why the Study Matters
Across many public institutions, performance is often measured through organizational achievements such as budget absorption, policy implementation, or digital transformation. However, support units that facilitate these achievements frequently receive less attention despite playing an essential role in daily government operations.
The researchers argue that evaluating internal service facilities such as Wisma Pengayoman is increasingly important as governments seek to improve accountability, transparency, and public service standards. Better management of support services can contribute to smoother coordination, higher employee productivity, and better experiences for both internal and external service users.
How the Research Was Conducted
The research used a descriptive quantitative case study that combined questionnaires, direct observation, and document analysis.
Data were collected between January and March 2026 from 30 employees working at Wisma Pengayoman and 50 service users who had utilized its facilities. Before analysis, all survey instruments were tested for validity and reliability, with each questionnaire demonstrating satisfactory consistency through Cronbach’s Alpha values above 0.70.
Employee performance was evaluated through indicators including:
- Work quality
- Work quantity
- Timeliness
- Effectiveness
- Responsibility
- Independence
Service quality was assessed using the internationally recognized SERVQUAL framework, covering:
- Tangibles (physical facilities)
- Reliability
- Responsiveness
- Assurance
- Empathy
Key Findings
The study found that employee performance has established a solid foundation for delivering services, although several important improvements remain necessary.
The main findings include:
- Employee performance achieved an average score of 3.48 (69.60%), categorized as "Good."
- Service optimization recorded an average score of 3.04 (60.74%), categorized as "Fairly Good."
- Employees received their highest ratings for responsibility and work independence.
- Work quality was identified as the weakest employee performance indicator.
- Within service quality, empathy received the highest evaluation from service users.
- Physical facilities (tangibles) and service assurance received the lowest ratings.
These results suggest that employees generally perform their assigned duties effectively, but user satisfaction is influenced by more than employee productivity alone.
According to the researchers, comfortable facilities, clear communication, professionalism, and timely responses all shape how users perceive service quality. Even when employees complete their work efficiently, shortcomings in these supporting aspects can reduce overall satisfaction.
Facilities and Professionalism Remain Priority Areas
One of the study's most notable conclusions is that physical infrastructure continues to influence public perceptions of government services.
Respondents reported that improvements are still needed in building comfort, cleanliness, supporting facilities, and the professional manner in which services are delivered. These factors affect users' confidence and trust, making them critical components of quality public service.
The researchers also observed that responsiveness and adherence to standard operating procedures should receive greater managerial attention to ensure that high employee performance translates into consistently positive user experiences.
Practical Implications for Government Institutions
The findings provide practical guidance for improving public-sector support services, not only within the Ministry of Law but also across other government institutions with similar operational facilities.
The study recommends several practical measures, including:
- Conducting facility inspections and maintenance every six months.
- Providing customer service and communication training at least twice a year.
- Performing quarterly user satisfaction evaluations.
- Strengthening supervision of service delivery and compliance with standard operating procedures (SOPs).
Implementing these recommendations could improve service consistency, increase organizational efficiency, and strengthen public trust in government institutions.
Academic Perspective
Muhammad Ilham Maulana Muztaba and his colleagues from Djuanda University emphasize that strong employee performance alone cannot guarantee excellent public service. Their findings indicate that service quality also depends on the condition of physical facilities, professional communication, responsiveness to user needs, and the consistent implementation of operational standards. Strengthening these complementary factors can help government support units deliver services that better meet user expectations.
Broader Impact
Beyond Wisma Pengayoman, this research contributes to broader discussions on public sector reform and administrative accountability in Indonesia.
For policymakers, the findings offer evidence that internal support services deserve the same level of performance evaluation as frontline public services.
For public managers, the study demonstrates that investments in employee development should be accompanied by improvements in infrastructure, communication, and service management.
For researchers, the study expands the literature on government support units—an area that has received relatively limited academic attention despite its strategic importance in maintaining effective public administration.
Author Profile
Muhammad Ilham Maulana Muztaba is a researcher from Djuanda University, Bogor, Indonesia, whose academic interests include public administration, employee performance, public service management, and government accountability. This study was conducted in collaboration with Saprudin and Neng Virly Apriliyani, who are also affiliated with Djuanda University, Bogor.
Source
Article Title: Analysis of Employee Performance in Optimizing Services at The Ministry of Justice's Wisma Pengayoman
Authors: Muhammad Ilham Maulana Muztaba, Saprudin, Neng Virly Apriliyani
Journal: International Journal of Applied Research and Sustainable Sciences (IJARSS), Vol. 4, No. 6 (2026)
DOI: https://doi.org/10.59890/ijarss.v4i6.13
0 Komentar