STRATEGIES FOR IMPROVING ORGANIZATIONAL PERFORMANCE IN MOTOR VEHICLE TESTING SERVICES IN SIDOARJO REGENCY
DOI:
https://doi.org/10.5281/zenodo.21881318Keywords:
organizational performance, organizational capacity, governance innovation, public serviceAbstract
Improving organizational performance is a key challenge in public service delivery, particularly in the motor vehicle testing sector, which ensures transport safety and service quality for the public. This study aims to analyze methods for enhancing organizational performance at the Motor Vehicle Testing Technical Implementation Unit (UPT) of the Sidoarjo Regency Transportation Agency from a public administration perspective. A qualitative approach with a case study design was employed. Data were gathered through in-depth interviews, observations, and document analysis involving leaders, employees, and service users selected via purposive sampling. Data analysis was conducted interactively—involving data condensation, information presentation, and conclusion drawing—and utilized triangulation to ensure the credibility of the findings. The results indicate that organizational performance improvement is driven by the integration of six key dimensions: strategic leadership, institutional capacity, human resource management, service innovation, organizational governance, and adaptability to environmental changes. Three core components form the strategic model derived from these dimensions: strengthening organizational capacity as the foundation, innovating service management as the vehicle for transformation, and organizational adaptability as the element ensuring performance sustainability. This model represents a research innovation by offering a more comprehensive approach than previous studies, which tended to examine service quality or digitalization in isolation. The findings contribute to the development of public administration theory and provide strategic recommendations for local governments to strengthen the effectiveness of public service organizations in a professional, accountable, and sustainable manner.
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