PENGARUH KOMPETENSI SUMBER DAYA MANUSIA DAN SARANA PRASARANA TERHADAP KUALITAS PELAYANAN SKCK MELALUI KINERJA PETUGAS SKCK DI POLRES BOJONEGORO

MAP (Jurnal Manajemen dan Administrasi Publik) Pub Date : 2021-07-05 DOI:10.37507/MAP.V4I2.313

Jurnalmap Map, Hariyanto, H. Susanto, Arini Sulistyowati

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Abstract

The purpose of this study is to describe the effect of human resource and infrastructure competencies on the SKCK service quantity through the performance of SKCK officers at the Bojonegoro Regional Police Station. This type of research is explanatory research and the approach in this study uses a quantitative approach. The population in this study were with sampling technique was by accidental sampling with a total of 100 respondents as SKCK Service users. To conduct data analysis, it is carried out using path analysis. The results showed that competency, infrastructure, staff performance and service quality were in good condition. Competence has a significant influence on employee performance. Infrastructure has a significant influence on the performance of officers. Competence directly has a significant effect on service quality. Infrastructure directly has a significant influence on the quality of service. The performance of officers directly has a significant influence on the quality of service. Competence has a significant influence on service quality through the performance of officers. Infrastructure facilities have a significant influence on the quality of service through the performance of officers.Keywords: competence, infrastructure, performance, service quality

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人力资源和基础设施通过BOJONEGORO警察局的SKCK工作人员表现对SKCK服务质量的影响

本研究的目的是通过Bojonegoro地区警察局SKCK官员的绩效，描述人力资源和基础设施能力对SKCK服务质量的影响。这种类型的研究是解释性研究，本研究的方法采用定量方法。本研究采用随机抽样的方法对100名SKCK服务用户进行抽样调查。为了进行数据分析，使用路径分析进行。结果表明，胜任力、基础设施、员工绩效和服务质量处于良好状态。胜任力对员工绩效有显著影响。基础设施对官员的绩效有重大影响。胜任力对服务质量有直接的显著影响。基础设施直接对服务质量产生重大影响。公务员的工作表现直接影响服务质素。胜任力通过人员绩效对服务质量产生显著影响。基础设施通过人员的表现对服务质量产生重大影响。关键词:能力、基础设施、绩效、服务质量

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MAP (Jurnal Manajemen dan Administrasi Publik)

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