Transforming the Judiciary: Unveiling the Influence of Interpersonal Communication on Indonesia's Court System

Abstract

Public service in government institutions, particularly in one of court in Indonesia, has become the primary focus in addressing negative stigma and public complaints related to service performance and efficiency. During the pandemic, technology integration emerged as a solution, with the execution of the comprehensive One-Stop Integrated Service Program (PTSP) and drive-thru services at one of the courts in Indonesia. This research aims to measure the influence of interpersonal communication between officers and lawyers on service quality in PTSP and drive-thru services, as well as to identify the role of technology in these processes. The research methodology employs multiple regression analysis to comprehend the cause-and-effect relationship between interpersonal communication variables and service quality. Focusing on openness, empathy, supportive attitude, positive attitude, and equality, this study also considers the impact of organizational culture and the role of lawyers as key stakeholders. The expected results aim to provide recommendations for enhancing public services at one of the courts in Indonesia, including technology development, staff training, and organizational culture changes. The research hypothesis states that interpersonal communication significantly influences service quality at the court. The findings of this research are intended to contribute to a deeper understanding of the dynamics of public service in government institutions.