Impact of human resources and organizational characteristics on public service standards for BPJS Health patients in Kupang City

https://doi.org/10.35912/ahrmr.v5i4.3322
Published: Dec 9, 2025

Abstract:

Purpose: This study aims to analyze the impact of human resources and organizational characteristics on the implementation of public service standards for BPJS Health patients at Prof. Dr. W.Z. Johannes General Hospital and Siloam Hospital in Kupang City. BPJS Health is Indonesia's national health insurance program, which provides universal health coverage to its citizens.

Research Methodology: The research employs a mixed-methods approach, combining quantitative surveys with BPJS Health patients and qualitative interviews with hospital management and staff. Data were analyzed using statistical methods to compare service standards between the two hospitals and thematic analysis to explore underlying organizational factors.

Results: The study identifies significant disparities in the application of public service standards between the two hospitals, influenced by differences in human resource competencies, organizational culture, and management practices. Key findings highlight challenges in service efficiency, patient satisfaction, and adherence to regulatory requirements.

Conclusions: The research concludes that human resource quality and organizational characteristics critically shape the delivery of public health services. Strengthening competencies, improving management systems, and fostering a patient-centered culture are essential for enhancing service standards.

Limitations: The study focuses on two hospitals in Kupang City Prof. Dr. W.Z. Johannes General Hospital and Siloam Hospital to compare public and private healthcare settings. However, limiting the sample to two institutions and relying on self-reported patient data may reduce generalizability and introduce potential bias.

Contribution: This study contributes to public health management by emphasizing the role of human resources and organizational dynamics in achieving equitable and high-quality healthcare services. The findings offer actionable insights for policymakers and hospital administrators to optimize BPJS Health service delivery.

Keywords:
1. BPJS Health
2. Healthcare Quality
3. Human Resources
4. Organizational Characteristics
5. Public Service Standards
Authors:
1 . Yohanes Ariyanto Seno
Universitas Nusa Cendana, Kupang, Nusa Tenggara Timur, Indonesia
2 . Apris Adu
Universitas Nusa Cendana, Kupang, Nusa Tenggara Timur, Indonesia
3 . Maria Magdalena Lino
Universitas Nusa Cendana, Kupang, Nusa Tenggara Timur, Indonesia
4 . Hendrik Toda
Universitas Nusa Cendana, Kupang, Nusa Tenggara Timur, Indonesia
View PDF
How to Cite
Seno, Y. A., Adu, A., Lino, M. M., & Toda, H. (2025). Impact of human resources and organizational characteristics on public service standards for BPJS Health patients in Kupang City. Annals of Human Resource Management Research, 5(4), 77–91. https://doi.org/10.35912/ahrmr.v5i4.3322
Download Citation
  1. Endnote/Zotero/Mendeley (RIS)
  2. BibTeX

Downloads

Download data is not yet available.
Issue & Section
Vol. 5 No. 4 (2025): December
Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

    Aarons, G. A., Hurlburt, M., & Horwitz, S. M. (2011). Advancing a Conceptual Model of Evidence-Based Practice Implementation in Public Service Sectors. Administration and Policy in Mental Health and Mental Health Services Research, 38(1), 4-23. doi:https://doi.org/10.1007/s10488-010-0327-7

    Aksom, H., & Vakulenko, V. (2024). Revisiting the Scope and Suggesting Novel Domains of Institutional Theory in the Public Administration Research. Teaching Public Administration, 42(2), 230-250. doi:https://doi.org/10.1177/01447394231191935

    Alamaa, L., Hall, P., & Löfgren, K. (2025a). Managers, Professionals, or Public Servants? Organizational Professionals in the Public Sector as Hybrid Professionals. Public Administration, 1-11. doi:https://doi.org/10.1111/padm.70000

    Alamaa, L., Hall, P., & Löfgren, K. (2025b). Why are Organisational Professionals Expanding in the Swedish Public Sector? The Role of Accountability. Public policy and Administration, 40(1), 50-69. doi:https://doi.org/10.1177/09520767241227068

    Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120. doi:https://doi.org/10.1177/014920639101700108

    Becker, G. S. (1962). Investment in Human Capital: A Theoretical Analysis. Journal of political economy, 70(5), 9-49. doi:https://doi.org/10.1086/258724

    Bottomley, P., Mostafa, A. M. S., Gould?Williams, J. S., & León?Cázares, F. (2016). The Impact of Transformational Leadership on Organizational Citizenship Behaviours: The Contingent Role of Public Service Motivation. British Journal of Management, 27(2), 390-405. doi:https://doi.org/10.1111/1467-8551.12108

    Cairney, P. (2023). The Politics of Policy Analysis: Theoretical Insights on Real World Problems. Journal of European Public Policy, 30(9), 1820-1838. doi:https://doi.org/10.1080/13501763.2023.2221282

    Capano, G., Galanti, M. T., Ingold, K., Petridou, E., & Weible, C. M. (2025). Theorizing the Functions and Patterns of Agency in the Policymaking Process. Policy Sciences, 58(1), 3-26. doi:https://doi.org/10.1007/s11077-024-09563-4

    Capano, G., & Howlett, M. (2024). Calibration and Specification in Policy Practice: Micro-Dimensions of Policy Design. Policy Design and Practice, 7(2), 115-128. doi:https://doi.org/10.1080/25741292.2024.2353929

    Capano, G., & Lepori, B. (2024). Designing Policies That Could Work: Understanding the Interaction Between Policy Design Spaces and Organizational Responses in Public Sector. Policy Sciences, 57(1), 53-82. doi:https://doi.org/10.1007/s11077-024-09521-0

    Carroll, B. J., Bertels, J., Froio, C., Kuipers, S., Schulze-Gabrechten, L., & Viallet-Thévenin, S. (2022). Between Life and Death: Organizational Change in Central State Bureaucracies in Cross-National Comparison. International Review of Administrative Sciences, 88(4), 943-959. doi:https://doi.org/10.1177/0020852320964558

    Cejudo, G. M., & Trein, P. (2023). Pathways to Policy Integration: A Subsystem Approach. Policy Sciences, 56(1), 9-27. doi:https://doi.org/10.1007/s11077-022-09483-1

    Connolly, S., & Kassim, H. (2025). One EU Civil Service or Many? The European Commission and the Council Secretariat. European Politics and Society, 26(2), 451-479. doi:https://doi.org/10.1080/23745118.2024.2420231

    Denhardt, R. B., & Denhardt, J. V. (2003). The New Public Service: An Approach to Reform. International Review of Public Administration, 8(1), 3-10. doi:https://doi.org/10.1080/12294659.2003.10805013

    DiMaggio, P. J., & Powell, W. W. (1983). The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields. American Sociological Review, 48(2), 147-160.

    Dorp, E.-J. V. (2023). The Practice and Politics of Secretary General Appointments. The American Review of Public Administration, 53(5-6), 182-194. doi:https://doi.org/10.1177/02750740231155408

    Dzida, A., Schmuck, D., & Sieberer, U. (2022). Being Empowered or Feeling Like a Pawn?: How Ministerial Reorganization Affects the Work Motivation of Top-Level Bureaucrats. Politische Vierteljahresschrift, 63, 383-404.

    Ebinger, F., Veit, S., & Fromm, N. (2019). The Partisan–Professional Dichotomy Revisited: Politicization and Decision?Making Oof Senior Civil Servants. Public Administration, 97(4), 861-876. doi:https://doi.org/10.1111/padm.12613

    Ebinger, F., Veit, S., & Strobel, B. (2022). Role Models in the Senior Civil Service: How Tasks Frame the Identification of Senior Bureaucrats with Active and Reactive Roles. International Journal of Public Administration, 45(14), 991-1002. doi:https://doi.org/10.1080/01900692.2021.1945623

    Egeberg, M. (2020). Policy Design or Organizational Design: On the Relevance of the Study of Public Policy and Administration. Public Administration, 98(3), 801-804. doi:https://doi.org/10.1111/padm.12671

    Fleischer, J. (2016). Partisan and Professional Control: Predictors of Bureaucratic Tenure in Germany. Acta Politica, 51(4), 433-450. doi:https://doi.org/10.1057/s41269-016-0006-0

    George, B., Walle, S. V. d., & Hammerschmid, G. (2019). Institutions or Contingencies? A Cross-Country Analysis of Management Tool Use by Public Sector Executives. Public Administration Review, 79(3), 330-342. doi:https://doi.org/10.1111/puar.13018

    Geus, C. J. C. d., Ingrams, A., Tummers, L., & Pandey, S. K. (2020). Organizational Citizenship Behavior in the Public Sector: A Systematic Literature Review and Future Research Agenda. Public administration review, 80(2), 259-270. doi:https://doi.org/10.1111/puar.13141

    Geys, B., Connolly, S., Kassim, H., & Murdoch, Z. (2020). Follow the Leader? Leader Succession and Staff Attitudes in Public Sector Organizations. Public Administration Review, 80(4), 555-564. doi:https://doi.org/10.1111/puar.13189

    Geys, B., Lægreid, P., Murdoch, Z., & Trondal, J. (2024). Organizational Stability and Resocialization in Public Administrations: Theory and Evidence from Norwegian Civil Servants (1986–2016). Public Administration, 102(3), 1137-1155. doi:https://doi.org/10.1111/padm.12968

    Guirette-Barbosa, O. A., Castañeda-Burciaga, S., Ramírez-Salazar, M. A., Cruz-Domínguez, O., Carrera-Escobedo, J. L., Velázquez-Macías, J. d. J., . . . Durán-Muñoz, H. A. (2025). Transforming Quality into Results: A Multivariate Analysis with Hotelling’s T2 on the Impact of ISO 9001. Systems, 13(4), 1-25. doi:https://doi.org/10.3390/systems13040226

    Haelg, L., Sewerin, S., & Schmidt, T. S. (2020). The Role of Actors in the Policy Design Process: Introducing Design Coalitions to Explain Policy Output. Policy Sciences, 53(2), 309-347. doi:https://doi.org/10.1007/s11077-019-09365-z

    Handayani, R. (2020). Metode Penelitian Sosial. Yogyakarta: Trussmedia Grafika.

    Harahap, A. S., & Yosepha, S. Y. (2025). Realities and Expectations of Young Indonesian Workers in Offshore Oil and Gas Industry. Annals of Human Resource Management Research, 5(2), 159-169. doi:https://doi.org/10.35912/ahrmr.v5i2.2992

    Hoek, M. v. d., & Kuipers, B. S. (2024). Who are Leading? A Survey of Organizational Context Explaining Leadership Behaviour of Managers and Non-Managerial Employees in Public Organizations. Public Management Review, 26(4), 1083-1107. doi:https://doi.org/10.1080/14719037.2022.2160005

    Ingaggiati, M., Guerci, M., Barbato, G., & Ruffini, R. (2025). The Bureaucracy versus Post?Bureaucracy Paradox in Public Administration: A Historical Perspective on the Selection and Training of Public Managers. Public Administration, 1-22. doi:https://doi.org/10.1111/padm.13074

    Khusna, K., Sukarno, H., & Fauziyyah, S. (2025). Employee Ambidexterity: the Influence of Entrepreneurial Orientation on Increasing Competitive Advantage in the Tourism Industry. Annals of Human Resource Management Research, 5(2), 141-158. doi:https://doi.org/10.35912/ahrmr.v5i2.2965

    Knill, C., Steinebach, Y., & Zink, D. (2024). How Policy Growth Affects Policy Implementation: Bureaucratic Overload and Policy Triage. Journal of European Public Policy, 31(2), 324-351. doi:https://doi.org/10.1080/13501763.2022.2158208

    Kuma, A. A. D., & Ginting, H. (2025). Mindfulness as A Factor in Reducing Turnover Intention in Sales Employees (the Role of Work Stress and Resilience in the Process). Annals of Human Resource Management Research, 5(2), 199-211. doi:https://doi.org/10.35912/ahrmr.v5i2.2912

    Lim, J.-Y., & Moon, K.-K. (2025). The Public Service Motivation’s Impact on Turnover Intention in Korean Public Organizations: Do Perceived Organizational Politics Matter? Behavioral Sciences, 15(4), 1-27. doi:https://doi.org/10.3390/bs15040474

    Limón-Romero, J., García-Alcaraz, J. L., Sanchez-Lizarraga, M. A., Gastelum-Acosta, C., Báez-López, Y., & Tlapa, D. (2024). Implementing a Quality Management System Based on ISO 9001:2015 Standard: Modeling the Enablers’ Relationships. IEEE Access, 12, 195174-195187. doi:https://doi.org/10.1109/access.2024.3520892

    Meer, J. v. d., Vermeeren, B., van Thiel, S., & Steijn, B. (2024). The Bureaucrat, the Entrepreneur, and the Networker: Developing and Validating Measurement Scales for Civil Servants’ Role Perceptions. Public Administration Review, 84(3), 500-518. doi:https://doi.org/10.1111/puar.13702

    Moleong, L. J. (1989). Metodologi Penelitian Kualitatif. Bandung: Remadja Karya.

    Mortati, M., Mullagh, L., & Schmidt, S. (2022). Design-Led Policy and Governance in Practice: A Global Perspective. Policy Design and Practice, 5(4), 399-409. doi:https://doi.org/10.1080/25741292.2022.2152592

    Mukherjee, I., & Bali, A. S. (2019). Policy Effectiveness and Capacity: Two Sides of the Design Coin. Policy Design and Practice, 2(2), 103-114. doi:https://doi.org/10.1080/25741292.2019.1632616

    Novialumi, A., & Winata, S. D. (2025). The Impact of Compensation on Job Satisfaction: Work Experience and Education Relationship. Annals of Human Resource Management Research, 5(3), 69-81. doi:https://doi.org/10.35912/ahrmr.v5i3.2888

    Nugroho, S. H., Said, M., & Said, L. R. (2025). The Effect of Work Environment, Compensation, Career Development, Leadership, and Workload on Job Satisfaction with Work Motivation as an Intervening Variable. Annals of Human Resource Management Research, 5(3), 13-35. doi:https://doi.org/10.35912/ahrmr.v5i3.2826

    Papenfuß, U., & Schmidt, C. A. (2022). Personnel Governance of Corporatized Public Services: Effects of Executive Resources and Corporation Forms on Turnover. Public Administration, 100(2), 250-272. doi:https://doi.org/10.1111/padm.12752

    Park, S., Lee, D. S., & Son, J. (2021). Regulatory Reform in the Era of New Technological Development: The Role of Organizational Factors in the Public Sector. Regulation & Governance, 15(3), 894-908. doi:https://doi.org/10.1111/rego.12339

    Plimmer, G., Kuntz, J., Berman, E., Malinen, S., Näswall, K., & Franken, E. (2023). The Negative Relationships between Employee Resilience and Ambiguity, Complexity, and Inter?Agency Collaboration. Australian Journal of Public Administration, 82(2), 248-270. doi:https://doi.org/10.1111/1467-8500.12587

    Rachman, E. (2024). The Impact of Human Resource Development and Organizational Culture on The Quality of Public Service. Journal of Indonesian Scholars for Social Research, 4(1), 50-55. doi:https://doi.org/10.59065/jissr.v4i1.135

    Rachman, S., Susanto, P. C., & Mustika, I. (2025). Determination of Employee Performance: Analysis of Training, Work Motivation, Transformational Leadership and Organizational Culture. Annals of Human Resource Management Research, 5(2), 171-184. doi:https://doi.org/10.35912/ahrmr.v5i2.2998

    Sager, F., & Gofen, A. (2022). The Polity of Implementation: Organizational and Institutional Arrangements in Policy Implementation. Governance, 35(2), 347-364. doi:https://doi.org/10.1111/gove.12677

    Sahrim, & Kholik, K. (2025). Analyzing the Impact of ISO 9001: 2015 Implementation and Human Resource Characteristics on Employee Performance: The Role of Organizational Characteristics as an Intervening Variable at PDAM Tirtanadi, North Sumatra. International Journal of Economics, Management and Accounting (IJEMA), 3(3), 272-288. doi:https://doi.org/10.47353/ijema.v3i3.333

    Sihombing, S., Simarmata, J., Banjarnahor, A. R., Farisyi, S., & Suvittawat, A. (2025). Human Resources Management Strategies in Enhancing Transportation Performance and Safety in Indonesia. Annals of Human Resource Management Research, 5(2), 213-225. doi:https://doi.org/10.35912/ahrmr.v5i2.3001

    Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.

    Sustiyatik, E., & Jauhari, T. (2025). Organizational Injustice and Workplace Deviance: the Mediating Role of Employee Jealousy in Manufacturing and Service Sectors. Annals of Human Resource Management Research, 5(3), 109-121. doi:https://doi.org/10.35912/ahrmr.v5i3.2936

    Suzuki, K., & Hur, H. (2020). Bureaucratic Structures and Organizational Commitment: Findings from a Comparative Study of 20 European Countries. Public Management Review, 22(6), 877-907. doi:https://doi.org/10.1080/14719037.2019.1619813

    Suzuki, K., & Hur, H. (2024). Politicization, Bureaucratic Closedness in Personnel Policy, and Turnover Intention. Governance, 37(3), 993-1014. doi:https://doi.org/10.1111/gove.12821

    Teo, S. T., Nguyen, D., Shafaei, A., & Pick, D. (2020). Participation in Change, Job Characteristics, and Hedonic Well?Being of Senior Public Managers: The Moderation Effect of Change Information. Australian Journal of Public Administration, 79(4), 567-583. doi:https://doi.org/10.1111/1467-8500.12425

    Trondal, J. (2023). “Let's organize”: The Organizational Basis for Stable Public Governance. Public Administration, 101(1), 201-220. doi:https://doi.org/10.1111/padm.12858

    Vaz, F., Koria, M., & Prendeville, S. (2022). ‘Design for Policy’from Below: Grassroots Framing and Political Negotiation. Policy Design and Practice, 5(4), 410-426. doi:https://doi.org/10.1080/25741292.2022.2141487

    Verlinden, S., Wynen, J., Kleizen, B., & Verhoest, K. (2023). Blurred Lines: Exploring the Impact of Change Complexity on Role Clarity in the Public Sector. Review of Public Personnel Administration, 43(3), 479-503. doi:https://doi.org/10.1177/0734371X221093573

    Whicher, A. (2021). Evolution of Policy Labs and Use of Design for Policy in UK Government. Policy Design and Practice, 4(2), 252-270. doi:https://doi.org/10.1080/25741292.2021.1883834

    Wijaya, O. Y. A. (2025). The Impact of Private Higher Education Staff Performance Management (PHE) in Surabaya, Compensation, and Competence on Universities: Evidence From Indonesia. Annals of Human Resource Management Research, 5(2), 185-197. doi:https://doi.org/10.35912/ahrmr.v5i2.2820

    Wynen, J., Boon, J., Kleizen, B., & Verhoest, K. (2020). How Multiple Organizational Changes Shape Managerial Support for Innovative Work Behavior: Evidence from the Australian Public Service. Review of Public Personnel Administration, 40(3), 491-515. doi:https://doi.org/10.1177/0734371X18824388

    Zink, D., Knill, C., & Steinebach, Y. (2025). Bureaucratic Overload and Organizational Policy Triage: A Comparative Study of Implementation Agencies in Five European Countries. Regulation & Governance, 19(3), 637-655. doi:https://doi.org/10.1111/rego.12581

  1. Aarons, G. A., Hurlburt, M., & Horwitz, S. M. (2011). Advancing a Conceptual Model of Evidence-Based Practice Implementation in Public Service Sectors. Administration and Policy in Mental Health and Mental Health Services Research, 38(1), 4-23. doi:https://doi.org/10.1007/s10488-010-0327-7
  2. Aksom, H., & Vakulenko, V. (2024). Revisiting the Scope and Suggesting Novel Domains of Institutional Theory in the Public Administration Research. Teaching Public Administration, 42(2), 230-250. doi:https://doi.org/10.1177/01447394231191935
  3. Alamaa, L., Hall, P., & Löfgren, K. (2025a). Managers, Professionals, or Public Servants? Organizational Professionals in the Public Sector as Hybrid Professionals. Public Administration, 1-11. doi:https://doi.org/10.1111/padm.70000
  4. Alamaa, L., Hall, P., & Löfgren, K. (2025b). Why are Organisational Professionals Expanding in the Swedish Public Sector? The Role of Accountability. Public policy and Administration, 40(1), 50-69. doi:https://doi.org/10.1177/09520767241227068
  5. Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120. doi:https://doi.org/10.1177/014920639101700108
  6. Becker, G. S. (1962). Investment in Human Capital: A Theoretical Analysis. Journal of political economy, 70(5), 9-49. doi:https://doi.org/10.1086/258724
  7. Bottomley, P., Mostafa, A. M. S., Gould?Williams, J. S., & León?Cázares, F. (2016). The Impact of Transformational Leadership on Organizational Citizenship Behaviours: The Contingent Role of Public Service Motivation. British Journal of Management, 27(2), 390-405. doi:https://doi.org/10.1111/1467-8551.12108
  8. Cairney, P. (2023). The Politics of Policy Analysis: Theoretical Insights on Real World Problems. Journal of European Public Policy, 30(9), 1820-1838. doi:https://doi.org/10.1080/13501763.2023.2221282
  9. Capano, G., Galanti, M. T., Ingold, K., Petridou, E., & Weible, C. M. (2025). Theorizing the Functions and Patterns of Agency in the Policymaking Process. Policy Sciences, 58(1), 3-26. doi:https://doi.org/10.1007/s11077-024-09563-4
  10. Capano, G., & Howlett, M. (2024). Calibration and Specification in Policy Practice: Micro-Dimensions of Policy Design. Policy Design and Practice, 7(2), 115-128. doi:https://doi.org/10.1080/25741292.2024.2353929
  11. Capano, G., & Lepori, B. (2024). Designing Policies That Could Work: Understanding the Interaction Between Policy Design Spaces and Organizational Responses in Public Sector. Policy Sciences, 57(1), 53-82. doi:https://doi.org/10.1007/s11077-024-09521-0
  12. Carroll, B. J., Bertels, J., Froio, C., Kuipers, S., Schulze-Gabrechten, L., & Viallet-Thévenin, S. (2022). Between Life and Death: Organizational Change in Central State Bureaucracies in Cross-National Comparison. International Review of Administrative Sciences, 88(4), 943-959. doi:https://doi.org/10.1177/0020852320964558
  13. Cejudo, G. M., & Trein, P. (2023). Pathways to Policy Integration: A Subsystem Approach. Policy Sciences, 56(1), 9-27. doi:https://doi.org/10.1007/s11077-022-09483-1
  14. Connolly, S., & Kassim, H. (2025). One EU Civil Service or Many? The European Commission and the Council Secretariat. European Politics and Society, 26(2), 451-479. doi:https://doi.org/10.1080/23745118.2024.2420231
  15. Denhardt, R. B., & Denhardt, J. V. (2003). The New Public Service: An Approach to Reform. International Review of Public Administration, 8(1), 3-10. doi:https://doi.org/10.1080/12294659.2003.10805013
  16. DiMaggio, P. J., & Powell, W. W. (1983). The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields. American Sociological Review, 48(2), 147-160.
  17. Dorp, E.-J. V. (2023). The Practice and Politics of Secretary General Appointments. The American Review of Public Administration, 53(5-6), 182-194. doi:https://doi.org/10.1177/02750740231155408
  18. Dzida, A., Schmuck, D., & Sieberer, U. (2022). Being Empowered or Feeling Like a Pawn?: How Ministerial Reorganization Affects the Work Motivation of Top-Level Bureaucrats. Politische Vierteljahresschrift, 63, 383-404.
  19. Ebinger, F., Veit, S., & Fromm, N. (2019). The Partisan–Professional Dichotomy Revisited: Politicization and Decision?Making Oof Senior Civil Servants. Public Administration, 97(4), 861-876. doi:https://doi.org/10.1111/padm.12613
  20. Ebinger, F., Veit, S., & Strobel, B. (2022). Role Models in the Senior Civil Service: How Tasks Frame the Identification of Senior Bureaucrats with Active and Reactive Roles. International Journal of Public Administration, 45(14), 991-1002. doi:https://doi.org/10.1080/01900692.2021.1945623
  21. Egeberg, M. (2020). Policy Design or Organizational Design: On the Relevance of the Study of Public Policy and Administration. Public Administration, 98(3), 801-804. doi:https://doi.org/10.1111/padm.12671
  22. Fleischer, J. (2016). Partisan and Professional Control: Predictors of Bureaucratic Tenure in Germany. Acta Politica, 51(4), 433-450. doi:https://doi.org/10.1057/s41269-016-0006-0
  23. George, B., Walle, S. V. d., & Hammerschmid, G. (2019). Institutions or Contingencies? A Cross-Country Analysis of Management Tool Use by Public Sector Executives. Public Administration Review, 79(3), 330-342. doi:https://doi.org/10.1111/puar.13018
  24. Geus, C. J. C. d., Ingrams, A., Tummers, L., & Pandey, S. K. (2020). Organizational Citizenship Behavior in the Public Sector: A Systematic Literature Review and Future Research Agenda. Public administration review, 80(2), 259-270. doi:https://doi.org/10.1111/puar.13141
  25. Geys, B., Connolly, S., Kassim, H., & Murdoch, Z. (2020). Follow the Leader? Leader Succession and Staff Attitudes in Public Sector Organizations. Public Administration Review, 80(4), 555-564. doi:https://doi.org/10.1111/puar.13189
  26. Geys, B., Lægreid, P., Murdoch, Z., & Trondal, J. (2024). Organizational Stability and Resocialization in Public Administrations: Theory and Evidence from Norwegian Civil Servants (1986–2016). Public Administration, 102(3), 1137-1155. doi:https://doi.org/10.1111/padm.12968
  27. Guirette-Barbosa, O. A., Castañeda-Burciaga, S., Ramírez-Salazar, M. A., Cruz-Domínguez, O., Carrera-Escobedo, J. L., Velázquez-Macías, J. d. J., . . . Durán-Muñoz, H. A. (2025). Transforming Quality into Results: A Multivariate Analysis with Hotelling’s T2 on the Impact of ISO 9001. Systems, 13(4), 1-25. doi:https://doi.org/10.3390/systems13040226
  28. Haelg, L., Sewerin, S., & Schmidt, T. S. (2020). The Role of Actors in the Policy Design Process: Introducing Design Coalitions to Explain Policy Output. Policy Sciences, 53(2), 309-347. doi:https://doi.org/10.1007/s11077-019-09365-z
  29. Handayani, R. (2020). Metode Penelitian Sosial. Yogyakarta: Trussmedia Grafika.
  30. Harahap, A. S., & Yosepha, S. Y. (2025). Realities and Expectations of Young Indonesian Workers in Offshore Oil and Gas Industry. Annals of Human Resource Management Research, 5(2), 159-169. doi:https://doi.org/10.35912/ahrmr.v5i2.2992
  31. Hoek, M. v. d., & Kuipers, B. S. (2024). Who are Leading? A Survey of Organizational Context Explaining Leadership Behaviour of Managers and Non-Managerial Employees in Public Organizations. Public Management Review, 26(4), 1083-1107. doi:https://doi.org/10.1080/14719037.2022.2160005
  32. Ingaggiati, M., Guerci, M., Barbato, G., & Ruffini, R. (2025). The Bureaucracy versus Post?Bureaucracy Paradox in Public Administration: A Historical Perspective on the Selection and Training of Public Managers. Public Administration, 1-22. doi:https://doi.org/10.1111/padm.13074
  33. Khusna, K., Sukarno, H., & Fauziyyah, S. (2025). Employee Ambidexterity: the Influence of Entrepreneurial Orientation on Increasing Competitive Advantage in the Tourism Industry. Annals of Human Resource Management Research, 5(2), 141-158. doi:https://doi.org/10.35912/ahrmr.v5i2.2965
  34. Knill, C., Steinebach, Y., & Zink, D. (2024). How Policy Growth Affects Policy Implementation: Bureaucratic Overload and Policy Triage. Journal of European Public Policy, 31(2), 324-351. doi:https://doi.org/10.1080/13501763.2022.2158208
  35. Kuma, A. A. D., & Ginting, H. (2025). Mindfulness as A Factor in Reducing Turnover Intention in Sales Employees (the Role of Work Stress and Resilience in the Process). Annals of Human Resource Management Research, 5(2), 199-211. doi:https://doi.org/10.35912/ahrmr.v5i2.2912
  36. Lim, J.-Y., & Moon, K.-K. (2025). The Public Service Motivation’s Impact on Turnover Intention in Korean Public Organizations: Do Perceived Organizational Politics Matter? Behavioral Sciences, 15(4), 1-27. doi:https://doi.org/10.3390/bs15040474
  37. Limón-Romero, J., García-Alcaraz, J. L., Sanchez-Lizarraga, M. A., Gastelum-Acosta, C., Báez-López, Y., & Tlapa, D. (2024). Implementing a Quality Management System Based on ISO 9001:2015 Standard: Modeling the Enablers’ Relationships. IEEE Access, 12, 195174-195187. doi:https://doi.org/10.1109/access.2024.3520892
  38. Meer, J. v. d., Vermeeren, B., van Thiel, S., & Steijn, B. (2024). The Bureaucrat, the Entrepreneur, and the Networker: Developing and Validating Measurement Scales for Civil Servants’ Role Perceptions. Public Administration Review, 84(3), 500-518. doi:https://doi.org/10.1111/puar.13702
  39. Moleong, L. J. (1989). Metodologi Penelitian Kualitatif. Bandung: Remadja Karya.
  40. Mortati, M., Mullagh, L., & Schmidt, S. (2022). Design-Led Policy and Governance in Practice: A Global Perspective. Policy Design and Practice, 5(4), 399-409. doi:https://doi.org/10.1080/25741292.2022.2152592
  41. Mukherjee, I., & Bali, A. S. (2019). Policy Effectiveness and Capacity: Two Sides of the Design Coin. Policy Design and Practice, 2(2), 103-114. doi:https://doi.org/10.1080/25741292.2019.1632616
  42. Novialumi, A., & Winata, S. D. (2025). The Impact of Compensation on Job Satisfaction: Work Experience and Education Relationship. Annals of Human Resource Management Research, 5(3), 69-81. doi:https://doi.org/10.35912/ahrmr.v5i3.2888
  43. Nugroho, S. H., Said, M., & Said, L. R. (2025). The Effect of Work Environment, Compensation, Career Development, Leadership, and Workload on Job Satisfaction with Work Motivation as an Intervening Variable. Annals of Human Resource Management Research, 5(3), 13-35. doi:https://doi.org/10.35912/ahrmr.v5i3.2826
  44. Papenfuß, U., & Schmidt, C. A. (2022). Personnel Governance of Corporatized Public Services: Effects of Executive Resources and Corporation Forms on Turnover. Public Administration, 100(2), 250-272. doi:https://doi.org/10.1111/padm.12752
  45. Park, S., Lee, D. S., & Son, J. (2021). Regulatory Reform in the Era of New Technological Development: The Role of Organizational Factors in the Public Sector. Regulation & Governance, 15(3), 894-908. doi:https://doi.org/10.1111/rego.12339
  46. Plimmer, G., Kuntz, J., Berman, E., Malinen, S., Näswall, K., & Franken, E. (2023). The Negative Relationships between Employee Resilience and Ambiguity, Complexity, and Inter?Agency Collaboration. Australian Journal of Public Administration, 82(2), 248-270. doi:https://doi.org/10.1111/1467-8500.12587
  47. Rachman, E. (2024). The Impact of Human Resource Development and Organizational Culture on The Quality of Public Service. Journal of Indonesian Scholars for Social Research, 4(1), 50-55. doi:https://doi.org/10.59065/jissr.v4i1.135
  48. Rachman, S., Susanto, P. C., & Mustika, I. (2025). Determination of Employee Performance: Analysis of Training, Work Motivation, Transformational Leadership and Organizational Culture. Annals of Human Resource Management Research, 5(2), 171-184. doi:https://doi.org/10.35912/ahrmr.v5i2.2998
  49. Sager, F., & Gofen, A. (2022). The Polity of Implementation: Organizational and Institutional Arrangements in Policy Implementation. Governance, 35(2), 347-364. doi:https://doi.org/10.1111/gove.12677
  50. Sahrim, & Kholik, K. (2025). Analyzing the Impact of ISO 9001: 2015 Implementation and Human Resource Characteristics on Employee Performance: The Role of Organizational Characteristics as an Intervening Variable at PDAM Tirtanadi, North Sumatra. International Journal of Economics, Management and Accounting (IJEMA), 3(3), 272-288. doi:https://doi.org/10.47353/ijema.v3i3.333
  51. Sihombing, S., Simarmata, J., Banjarnahor, A. R., Farisyi, S., & Suvittawat, A. (2025). Human Resources Management Strategies in Enhancing Transportation Performance and Safety in Indonesia. Annals of Human Resource Management Research, 5(2), 213-225. doi:https://doi.org/10.35912/ahrmr.v5i2.3001
  52. Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
  53. Sustiyatik, E., & Jauhari, T. (2025). Organizational Injustice and Workplace Deviance: the Mediating Role of Employee Jealousy in Manufacturing and Service Sectors. Annals of Human Resource Management Research, 5(3), 109-121. doi:https://doi.org/10.35912/ahrmr.v5i3.2936
  54. Suzuki, K., & Hur, H. (2020). Bureaucratic Structures and Organizational Commitment: Findings from a Comparative Study of 20 European Countries. Public Management Review, 22(6), 877-907. doi:https://doi.org/10.1080/14719037.2019.1619813
  55. Suzuki, K., & Hur, H. (2024). Politicization, Bureaucratic Closedness in Personnel Policy, and Turnover Intention. Governance, 37(3), 993-1014. doi:https://doi.org/10.1111/gove.12821
  56. Teo, S. T., Nguyen, D., Shafaei, A., & Pick, D. (2020). Participation in Change, Job Characteristics, and Hedonic Well?Being of Senior Public Managers: The Moderation Effect of Change Information. Australian Journal of Public Administration, 79(4), 567-583. doi:https://doi.org/10.1111/1467-8500.12425
  57. Trondal, J. (2023). “Let's organize”: The Organizational Basis for Stable Public Governance. Public Administration, 101(1), 201-220. doi:https://doi.org/10.1111/padm.12858
  58. Vaz, F., Koria, M., & Prendeville, S. (2022). ‘Design for Policy’from Below: Grassroots Framing and Political Negotiation. Policy Design and Practice, 5(4), 410-426. doi:https://doi.org/10.1080/25741292.2022.2141487
  59. Verlinden, S., Wynen, J., Kleizen, B., & Verhoest, K. (2023). Blurred Lines: Exploring the Impact of Change Complexity on Role Clarity in the Public Sector. Review of Public Personnel Administration, 43(3), 479-503. doi:https://doi.org/10.1177/0734371X221093573
  60. Whicher, A. (2021). Evolution of Policy Labs and Use of Design for Policy in UK Government. Policy Design and Practice, 4(2), 252-270. doi:https://doi.org/10.1080/25741292.2021.1883834
  61. Wijaya, O. Y. A. (2025). The Impact of Private Higher Education Staff Performance Management (PHE) in Surabaya, Compensation, and Competence on Universities: Evidence From Indonesia. Annals of Human Resource Management Research, 5(2), 185-197. doi:https://doi.org/10.35912/ahrmr.v5i2.2820
  62. Wynen, J., Boon, J., Kleizen, B., & Verhoest, K. (2020). How Multiple Organizational Changes Shape Managerial Support for Innovative Work Behavior: Evidence from the Australian Public Service. Review of Public Personnel Administration, 40(3), 491-515. doi:https://doi.org/10.1177/0734371X18824388
  63. Zink, D., Knill, C., & Steinebach, Y. (2025). Bureaucratic Overload and Organizational Policy Triage: A Comparative Study of Implementation Agencies in Five European Countries. Regulation & Governance, 19(3), 637-655. doi:https://doi.org/10.1111/rego.12581