The Role of Service Speed in Optimizing Services to Support the Performance of the Binjai City DPRD Secretariat
Keywords:
Service Speed, Service Optimization, Public SectorAbstract
This study examined the effect of service speed on service optimization at the Binjai City DPRD Secretariat, Indonesia. In the context of public sector administration, service effectiveness is strongly influenced by the responsiveness and timeliness of internal administrative processes. Therefore, this research aimed to provide empirical evidence regarding the role of service speed in improving overall service optimization within the institution. A quantitative approach was employed using survey data collected from 95 employees through a saturated sampling (census) technique. The validity and reliability of the research instrument were tested using Pearson’s correlation and Cronbach’s Alpha, confirming that all questionnaire items were valid and reliable. Descriptive analysis indicated that both service speed and service optimization were perceived positively by respondents, as reflected in relatively high mean scores and low standard deviations. Furthermore, simple linear regression analysis and a t-test were conducted to test the proposed hypothesis. The results demonstrated a statistically significant and positive effect of service speed on service optimization (p-value = 0.000). The coefficient of determination (R²) showed that service speed explained 39.4% of the variance in service optimization, while the remaining 60.6% was influenced by other factors not examined in this study. The findings conclude that service speed is a key determinant in optimizing administrative services at the Binjai City DPRD Secretariat. Improving responsiveness, efficiency, and timeliness in service delivery can significantly enhance institutional performance.
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