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

NINGRUM, JASMINE SURYA and Lionardo, Andries (2025) PENGARUH KOMPETENSI PEGAWAI TERHADAP KUALITAS PELAYANAN PUBLIK DI BADAN PERTANAHAN NASIONAL KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

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.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kompetensi, Pelayanan Publik, Badan Pertanahan Nasional
Subjects:	J Political Science > JA Political science (General) J Political Science > JF Political institutions (General) J Political Science > JF Political institutions (General) > JF20-2112 Political institutions and public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Jasmine Surya Ningrum
Date Deposited:	13 Mar 2025 07:42
Last Modified:	13 Mar 2025 07:43
URI:	http://repository.unsri.ac.id/id/eprint/168562

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