THE INFLUENCE OF LEADERSHIP BEHAVIOR AND WORK MOTIVATION ON SERVICE QUALITY AT THE POPULATION AND CIVIL REGISTRATION OFFICE OF BOALEMO REGENCY

The purpose of this research is: 1) to find out and explain partially the influence of leadership behavior on the quality of population administration services at the Population and Civil Registration Office of Boalemo Regency; 2) to find out and explain there is a partial influence of employee work motivation on the quality of population administration services at the Population and Civil Registration Office of Boalemo Regency; 3) to find out and explain there is a simultaneous influence between leadership behavior and employee work motivation on the quality of population administration services at the Population and Civil Registration Office of Boalemo Regency. Quantitative descriptive research method approach with survey research type that explains the caesal relationship and conduct hypothesis testing with multiple regression analysis approach. The results showed that: 1) There is a positive and significant influence between leadership behavior on service quality at the Population and Civil Registration Office of Boalemo Regency, which means that the better the behavior of a leader, the better the quality of service; 2) There is a positive and significant influence between work motivation on service quality at the Population and Civil Registration Office of Boalemo Regency, which means that the increase in employee motivation, the better the service provided; 3) There is a positive and significant influence between leadership behavior and work motivation on the quality of service at the Population and Civil Registration Office of Boalemo Regency, which means that the increase in employee work motivation, the better the service provided. keyword: leadership behavior, work motivation, service quality INTRODUCTION Public services are all activities to fulfill basic needs appropriate to the basic rights of every citizen or resident of goods, services and administrative services provided by service providers related to the public interest. Service quality is a condition in which a dynamic relationship is created between users and service providers, both services and humans. Public services are closely related to capability, responsiveness, timeliness, and available infrastructure. If the services provided are appropriate with what is expected by service users, it can be said that the service is a quality service. Conversely, if the services provided are not appropriate with the expectations of service users, it can be said that the services are not of high quality. Good or bad service quality is not based on the point of view or perception of the service provider but based on consumer perceptions and rules or regulations regarding service quality. Public services provided by government agencies have not been able to meet the quality exThe Influence of Leadership Behavior and Work Motivation on Service Quality at The Population and Civil Registration Office of Boalemo Regency 14 pected by the community. This is indicated by the existence of various public complaints regarding service discrimination. Good service is a person's ability to provide services that can provide satisfaction to customers with a specified standard, [4]. The indicator for the quality of public services can be seen from 5 dimensions, including, [18]: 1. Tangibles: Service quality such as physical office facilities, computerization, administration, waiting rooms, and information places. 2. Reliability: Ability and reliability to provide reliable service. 3. Responsiveness: The ability to assist and provide services quickly and accurately while being responsive to the wishes of the community. 4. Assurance: Ability and friendliness and courtesy of employees in ensuring public trust. 5. Empathy : A firm yet attentive attitude from employees to society. In Boalemo Regency, there are 7 districts, and there are several villages that cannot be reached by Singnal Digital, namely Wonosari and Paguyaman Pantai District, some of which are still experiencing difficulties in accessing the internet. Therefore, not all of the people in the management of population documents are well served and also still require high costs in their management even though the process of managing population administrative documents is free. In its realization, the issuance of Identity Cards (KTP) and other civil registration documents is often different from what is stated in the Standard Operating Procedures (SOP) and as a result of the above it must be admitted that it will gradually reduce the level of public confidence in the ability and performance of the government, and there are still some employees who show their behavior that is not friendly and polite to the community when asked for information about administrative procedures and completeness, which are often unfriendly, thus giving a lack of empathy in community services as service users at the Population and Civil Registration Office of Boalemo Regency, as well as the lack of support for facilities and infrastructure such as waiting rooms, number of chairs, desks for writing, toilets, prayer rooms, complaint boxes, room temperature, cargo printers, generators, UPS and servers. Regarding the quality of public services, according to the researchers' assumption, it is influenced by leadership behavior and employee work motivation. Leadership behavior is an individual's response as a motivator in an organization to an action that can be observed and has a positive or negative impact on an organization. Leadership is an important factor in providing direction to employees, especially in these times when everything is completely open, so the leadership needed is leadership that can empower employees. Leadership that can foster employee work motivation is leadership that can foster employee confidence along their respective duties. Besides, motivation can also make a significant contribution to improving service quality. Science of Public Administration Administration as the entire process of work between two or more human beings based on a certain rationality in order to achieve a predetermined goal [9]. There are several things contained in the definition, among others: 1. Administration as art is a process known only the beginning is finally unknown, 2. Administration has certain elements, namely the existence of two or more people, the existence of objectives to be achieved, the existence of tasks or tasks that must be carried out, the exJournal of Economic, Business and Administration (JEBA) Adnan Marzuk E-ISSN: 2746-1688, Vol. 2, No. 1, Maret 2021 15 istence of equipment and equipment to carry out those tasks into the group of equipment and equipment including time, place, material equipment and other means, 3. That the administration as a process of cooperation is not a new thing because it has arisen together with the emergence of human civilization. Strictly, administration as an art is a social phenomenon. Administration in a narrow sense is the preparation and systematic recording and information with the intention to provide information and facilitate the obtaining of it in its entirety and in relationships with each other. The data and information in question relate to organizational activities, either for internal or external purposes. While the administration in a broad sense is a cooperation activity carried out by a group of people based on the division of work as determined in the structure by utilizing resources to achieve goals effectively and efficiently [7]. Administration in a broad sense can be reviewed from 3 (three) points of view of understanding, namely the angle: process, function, and pranataan (instutision). Reviewed from the point of view of the process, administration is the whole process that starts from the process of thought, planning, arrangement, mobilization / guidance, supervision to the process of achieving goals. To achieve a goal, one must think first, then set / determine how to achieve that goal and then achieve it themselves until the desired goal. All of these activities are summarized in an administrative sense. Viewed from the point of view of a function or task, administration means that the whole action (activity) that inevitably has to be done consciously by a person or organizational group of people who are domiciled as "administrators" or who occupy the top management of an organization. Reviewed from the point of administration is defined as an institution such as PN Housing Development (now PT Pembangunan perumahan [5]. Public administration is the process of cooperation between two or more people in carrying out government duties to achieve the government's goals that have been set. Broadly speaking, the scope of public administration is the topics discussed from the development of public administration science. Some opinions on the scope of public administration. namely: 1. Bureaucratic and organizational behavior has relationships within public organizations. 2. The regulation of human resources, state assets, market behavior that is the community is called public management. 3. Do something or not that has been approved by the public or yourself called implementation [6]. State administration or public administration is a variety of management activities carried out by the government (executive) starting from planning, organizing, implementing and supervising development programs by involving the legislature, the judiciary and the community in order to achieve the government's vision and mission [14]. Management Etymologically, the word management comes from The English language, namely management, which is developed from the word to manage, which means to manage or manage. The word manage itself comes from the Italian, maneggio, which is adopted from latin managiare, which comes from the word manus, which means hand. In terminology there are many definitions put forward by many experts [15]. Management is a typical process consisting of planning, organizing,