INVESTIGATING THE EFFECT OF GOVERNMENT BUREAUCRACY CAPABILITY ON PUBLIC SERVICE QUALITY

This study aims to analyze the effect of government bureaucracy capability on public service quality. The population of this study is (1) all civil servants in 2016, totaling 62 people working at the civil registry service in Kendari City - Indonesia; and (2) service users who have obtained civil registry service totaling 6,378 people. By using proportional random sampling, the sample of this study is 137 people. Data collection is done by using structured questionnaires. Quantitative data is processed using multiple regression analysis. The results showed that government bureaucracy capability has a significant effect on public service quality.