Peranan Etika Berkomunikasi dalam Pelayanan Publik di Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kota Medan

Abstract

This study aims to examine the role of communication ethics in improving the quality of public services at the Human Resources and Personnel Development Agency (BKPSDM) of Medan City. The research is motivated by the relatively low level of public satisfaction with public services, particularly in aspects related to staff communication. A quantitative approach with a descriptive method was used. Data were collected through questionnaires and observations involving 50 respondents who had used BKPSDM services. The variables analyzed include communication ethics (honesty, fairness, empathy, responsibility, and respect) as the independent variable and public service quality (tangibles, reliability, responsiveness, and empathy) as the dependent variable. The results show that communication ethics have a positive and significant effect on public service quality. This is evidenced by a simple linear regression test, in which the significance value was less than 0.05 and the coefficient of determination (R²) indicates that communication ethics contribute meaningfully to service quality. Therefore, improving communication ethics among public servants is essential to achieving more responsive, transparent, and citizen-oriented public services.