Employee Competence as a Determinant of Service Quality in Public Sector Institutions: Evidence from UPTD Sipirok, North Sumatra
Keywords:
Employee Competence, Service Quality, Public Sector, Human Resource ManagementAbstract
This study examines the influence of Employee Competence on Service Quality at UPTD Sipirok, North Sumatra. Using a quantitative approach, data were collected from 45 respondents and analyzed through validity, reliability, and inferential statistical tests. The validity test confirmed that all questionnaire items were valid, while the reliability analysis demonstrated strong internal consistency, with Cronbach’s Alpha values of 0.899 for Employee Competence and 0.856 for Service Quality. Descriptive analysis indicated that both Employee Competence and Service Quality were perceived positively by respondents, reflected in high mean scores and relatively low standard deviations. The core findings were derived from the inferential analysis, which confirmed a positive and statistically significant relationship between the two variables. The simple linear regression results showed that Employee Competence has a strong influence on Service Quality, with a regression coefficient of 0.876. The coefficient of determination revealed that Employee Competence explains 82.3% of the variance in Service Quality (R² = 0.823). Furthermore, the t-test results (t = 8.939; p = 0.000) supported the rejection of the null hypothesis, indicating that Employee Competence significantly affects Service Quality. These findings provide empirical evidence that enhancing employee knowledge, skills, and professional attitudes is a critical strategy for improving service quality in public sector institutions. The study contributes to the literature on public sector human resource management and offers practical implications for strengthening competency development programs to achieve sustainable service excellence.
References
L. N. Anggraini, I. Setiawati, and R. Meiriyanti, “Faktor-Faktor Yang Mempengaruhi Produktivitas Kerja Karyawan Pada PT . Scancom Indonesia di Semarang,” JURMA J. Ris. Manaj., vol. 1, no. 1, 2023.
Bagudek Tumanggor and Rosita Manawari Girsang, “Pengaruh Kompetensi Dan Disiplin Kerja Terhadap Kinerja Pegawai Pada Upt Badan Pendapatan Daerah Kecamatan Gunung Malela Kabupaten Simalungun,” Manaj. J. Ekon., vol. 3, no. 1, pp. 42–55, 2021, doi: 10.36985/manajemen.v3i1.91.
S. Baharrudin, M. Ludfiana, B. Santoso, E. M. Putra, and R. Pratiwi, “Pengaruh Kompetensi Digital Dan Keterikatan SDM Terhadap Kinerja DISPERMADES Provinsi Jawa Tengah,” Pros. Semin. Nas. Manaj. dan Akunt. STIE Semarang, pp. 1–9, 2021, [Online]. Available: http://eprosiding.stiesemarang.ac.id/index.php/SNMAS/article/view/12/12
A. A. Irfan, “PRODUKTIVITAS KERJA KARYAWAN DENGAN MOTIVASI SEBAGAI VARIABEL INTERVENING Saat ini berbagai perusahaan maupun instansi membutuhkan karyawan yang manusia dibidang ketenagakerjaan juga produktivitas tinggi , hal ini sangat diperlu- meningkatkan produktivita,” JIMBis J. Ilm. Manaj. dan Bisnis, vol. 2, no. 1, pp. 70–88, 2023, doi: 10.24034/jimbis.v2i1.5794.
H. W. Nasrul, D. Irawati, and S. L. Ratnasari, “Analisis Kepuasan Kerja, Disiplin Kerja, Budaya Organisasi, Motivasi Kerja, Dan Kompensasi Terhadap Kinerja,” J. Dimens., vol. 10, no. 3, pp. 555–568, 2021, doi: 10.33373/dms.v10i3.3823.
M. Hariani, A. Samsul, and A. R. Putra, “Pengaruh Iklim Organisasi, Pengalaman Kerja Dan Motivasi Kerja Terhadap Komitmen Kerja Karyawan,” Global, vol. 03, no. 02, pp. 22–28, 2019.
. Mariniyati and A. J. Karsudjono, “Pengaruh Lingkungan Kerja Dan Beban Kerja Personel Terhadap Komitmen Organisasional Studi Kasus Pada Kantor Kepolisian Resor (Polres) Barito Timur,” Al-KALAM J. KOMUNIKASI, BISNIS DAN Manaj., vol. 11, no. 1, p. 204, 2024, doi: 10.31602/al-kalam.v11i1.12249.
R. Bramasta, M. Asmike, and D. Citaningtyas Ari Kadi, “Pengaruh Beban Kerja Dan Disiplin Kerja Terhadap Produktivitas Kerja Dengan Motivasi Sebagai Intervening,” SIMBA Semin. Inov. Manajemen, Bisnis, dan Akunt., vol. 3, p. Bramasta, R., M. Asmike, and .. 2021. “Pengaruh B, 2020, [Online]. Available: http://prosiding.unipma.ac.id/index.php/SIMBA/article/view/2093%0Ahttp://prosiding.unipma.ac.id/index.php/SIMBA/article/download/2093/1872
A. Banne, S. Arifin, D. Latief, and I. Pratiwi, “Faktor-Faktor Yang Mempengaruhi Kinerja Pegawai Pada Pt. Pln. (Persero) Ultg Palopo,” Value J. Manaj. dan Akunt., vol. 18, no. 2, pp. 309–325, 2023, doi: 10.32534/jv.v18i2.3946.
Y. Yuswardi, “Analisis Faktor-Fakror yang Mempengaruhi Keterikatan Karyawan pada Hotel Berbintang di Batam,” Jesya (Jurnal Ekon. Ekon. Syariah), vol. 2, no. 2, pp. 394–405, 2019, doi: 10.36778/jesya.v2i2.114.
K. F. Ferine, R. Aditia, M. F. Rahmadana, and Indri, “An empirical study of leadership, organizational culture, conflict, and work ethic in determining work performance in Indonesia’s education authority,” Heliyon, vol. 7, no. 7, p. e07698, 2021, doi: 10.1016/j.heliyon.2021.e07698.
E. W. Trilestari, “Tuntutan Kompetensi Bagi Aparatur dalam Pelayanan Publik di Daerah,” J. Ilmu Adm., vol. 2, no. 2, pp. 164–176, 2019.
Marhamah Izat Rodliyah, Musliyana Musliyana, and Sunarti Sunarti, “Memahami Konsep Kompetensi Karyawan Sebagai Bagian dari Perencanaan SDM,” CEMERLANG J. Manaj. dan Ekon. Bisnis, vol. 4, no. 3, pp. 127–135, 2024, doi: 10.55606/cemerlang.v4i3.3015.
Hernawaty, “GAYA KEPEMIMPINAN, MOTIVASI DAN LINGKUNGAN KERJA PENGARUHNYA TERHADAP KINERJA PEGAWAI,” J. Ilm. Smart, vol. V, no. 1, pp. 35–39, 2021, doi: https://doi.org/10.62262/jmab.v5i1.200.
G. S. Putro and Arfiany, “Tingkat Kompetensi Sumber Daya Manusia Dalam Mempengaruhi Kinerja Karyawan PT. Fajar Makasar Televisi,” Competitiveness, vol. 9, no. 1, pp. 1–11, 2020.
S. Tjahyanti and N. CHAIRUNNISA, “Kompetensi, Kepemimpinan, Disiplin Kerja Terhadap Kinerja Karyawan Human Resources and Facilty Management Directorate,” Media Bisnis, vol. 12, no. 2, pp. 127–132, 2021, doi: 10.34208/mb.v12i2.917.
M. Riduan and M. Firdaus, “Transformasi Digital Dan Kinerja : Kajian Peran Budaya Organisasi,” J. Maneksi, vol. 13, no. 1, pp. 48–58, 2024.
Fadillah, “Indikator Kompetensi,” Repos. Inst. Inform. dan Bisnis Darmajaya, 2022.
D. Sunarsi, “Kepuasan Konsumen Pada Giant Dept Store Cabang BSD Tangerang,” E-MABIS J. Ekon. Manaj. dan Bisnis, vol. 21, no. 1, pp. 7–13, 2020.
N. Urahmah and Andri, “Kualitas Pelayanan Pembuatan Paspor Di Unit Kerja Imigrasi,” SENTRI J. Ris. Ilm., vol. 2, no. 8, pp. 3233–3241, 2023.
Y. Marande, “KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN GEBANGREJO KECAMATAN POSO KOTA KABUPATEN POSO,” J. Ilm. Adm., vol. 8, no. 73, pp. 33–39, 2017.
A. Caniago, “Analisis Kepercayaan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan,” J. Lentera Bisnis, vol. 11, no. 3, p. 219, 2022, doi: 10.34127/jrlab.v11i3.652.
Habazoh, Fahmi Rasyid, and Mani Festati Broto, “Analisis Kualitas Pelayanan Publik pada Kantor Kecamatan Pamenang,” JMiE (Journal Manag. Educ., vol. 7, no. 2, pp. 109–122, 2022, doi: 10.30631/jmie.2022.72.109-122.
A. Ferdinandito and T. N. Haryani, “Gaya Kepemimpinan Servant Leadership dalam Meningkatkan Kualitas Pelayanan Publik,” Wacana Publik, vol. 1, no. 1, p. 190, 2021, doi: 10.20961/wp.v1i1.53145.
P. J. E. K. F. N. . R. Akay, “Disiplin pegawai dalam meningkatkan kualitas pelayanan publik di kantor kecamatan Tikala,” J. Gov., vol. 1, no. 1, pp. 1–8, 2021.
Kotler & Keller, “Pengaruh Kualitas Pelayanan, Fasilitas dan Promosi Terhadap Kepuasan Konsumen,” J. Ekon., vol. XX, no. Xx, pp. 1–5, 2016.
L. S. Abdi Sugiarto, Yohanes Kamakaula and Periansya, METODOLOGI PENELITIAN - TEORI & PRAKTIK (1), Pertama. Karawang: CV Saba Jaya Publisher, 2024.
Sugiyono, Metode penelitian kuantitatif, kualitatif dan R&D. Bandung: Alfabeta, 2018.
M. Ritonga, M. I. Indrawan, and D. S. Sari, “A SEM Analysis Of Visitors ’ Interest In Pari City Village Tourism , Pantai Cermin District , Serdang Bedagai Region,” JCRS (JOURNAL COMMUNITY Res. Serv., vol. 6, no. 2, pp. 126–134, 2022.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Hasan Aldiansyah Harun Lubis, Abdi Sugiarto
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
International Conference On Islamic Community Studies, Education and Science, its website, and the articles published therein are licensed under a 
