Skripsi

PENGARUH KOMPETENSI PEGAWAI TERHADAP KUALITAS PELAYANAN PUBLIK DI BADAN PERTANAHAN NASIONAL KOTA PALEMBANG

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Penilaian

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Quality public services are crucial in enhancing community satisfaction. Employee competence as service providers plays a vital role in determining the effectiveness and efficiency of public services. This study aims to analyze the influence of employee competence on the quality of public services at the National Land Agency (BPN) of Palembang City. The research employs a quantitative approach with simple linear regression analysis. Data were collected through questionnaires filled out by 102 employees. The findings indicate that employee competence has a positive and significant effect on public service quality, with a coefficient of determination of 93.8%. This suggests that the higher the employee competence, the better the quality of services provided. This study supports McClelland’s Competency Theory (1973) and the SERVQUAL model by Parasuraman et al. (1988), which emphasize that service quality is influenced by reliability, responsiveness, assurance, empathy, and tangible aspects. The study implies that improving employee competence through training, regular evaluations, and strengthening standard operating procedures is necessary to enhance the sustainability of public service quality.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2507001463	T168562	T1685622025	Central Library (Reference)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1685622025

Publisher

Indralaya : Jurusan Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik., 2025

Collation

xiv, 135 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

389.607

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Kompetensi Pegawai

Specific Detail Info

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Statement of Responsibility

MI

Other version/related

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