| dc.description.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. | en_US |
