Pengaruh Kinerja Pegawai Terhadap Kualitas Pelayanan Kependudukan Di Kantor Desa Sungai Ambawang Kuala

MULYANINGSIH, SULISTYA (2022) Pengaruh Kinerja Pegawai Terhadap Kualitas Pelayanan Kependudukan Di Kantor Desa Sungai Ambawang Kuala. Skripsi thesis, Universitas Tanjungpura.

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Abstract

Sulistya Mulyaningsih. Pengaruh Kinerja Pegawai Terhadap Kualitas Pelayanan Kependudukan Di Kantor Desa Sungai Ambawang Kuala. Skripsi, Program Studi Ilmu Administrasi Publik Fakultas Ilmu Sosial dan Ilmu Politik Universitas Tanjungpura, Pontianak 2022. Penelitian ini dilakukan dikarenakan terdapat masalah lamanya pelayanan yang diberikan oleh pegawai seperti tidak ada SOP (Standar Operasional Prosedur), kinerja pegawai yang kurang maksimal yaitu terdapat pegawai yang bingung dalam penggunaan alat elektronik dan kurang inisiatif dalam melakukan pekerjaan. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis kinerja pegawai, kualitas pelayanan, dan pengaruh hubungan kinerja pegawai terhadap kualitas pelayanan kependudukan di Kantor Desa Sungai Ambawang Kuala. Penelitian ini menggunakan teori indikator kinerja pegawai oleh Michel (Sedarmayanti, 2011:51) dan indikator kualitas pelayanan dari Zeithaml dkk. (Nurdin, 57-59). Metode penelitian ini menggunakan pendekatan kuantitatif dengan jenis asosiatif, teknik analisis data yang digunakan yaitu analisis rata-rata dan analisis inferensial dengan uji normalitas, uji korelasi product moment, dan analisis regresi sederhana. Populasinya seluruh masyarakat di Desa Sungai Ambawang Kuala berjumlah 14.635 jiwa, serta sampel sebanyak 100 jiwa. Hasil penelitian menunjukkan: 1) variabel kinerja pegawai dengan kategori tinggi, rata-rata nilai 3,88 yang menunjukkan kinerja pegawai di Kantor Desa Sungai Ambaang Kuala sudah baik, 2) variabel kualitas pelayanan dengan kategori tinggi rata-rata nilai 3,83 yang menunjukkan kualitas pelayanan di Kantor Desa Sungai Ambawang Kuala sudah mulai membaik, 3) hasil analisis variabel kinerja pegawai memiliki hubungan yang positif sebesar 0,685 dengan tingkat kekuatan hubungan yang kuat. Uji hipotesis menunjukkan terdapat pengaruh kinerja pegawai terhadap kualitas pelayanan kependudukan di Kantor Desa Sungai Ambawang Kuala dengan nilai signifikansi 0,000 maka hasil penelitiannya menunjukkan bahwa terdapat pengaruh sebesar 0,470 atau 47% antara kinerja pegawai dan kualitas pelayanan dan persamaan regresi yang didapatkan adalah Y=10,48+0,807X. Adapun saran yang diberikan untuk peneliti selanjutnya agar dapat lebih mengembangkan dengan meneliti faktor lain yang dapat mempengaruhi kualitas pelayanan Kata Kunci: Kinerja, Kualitas Pelayanan Sulistya Mulyaningsih. The Impact of Employee Performance on the Population Service Quality at Sungai Ambawang Kuala Village Office. Thesis, Public Administration Study Program of Social and Political Science Faculty of Universitas Tanjungpure, Pontianak 2022. This study was conducted because there were problems with the length of service provided by employees such as no SOP (Standard Operating Procedure), employee performance that was less than optimal, specifically there were employees who were confused with the use of electronic devices, and lack of initiative in doing work. This study aimed to describe and analyze employee performance, service quality, and the impact of the relationship of employee performance on the population service quality at the Sungai Ambawang Kuala Village Office. This study used Michel’s employee performance indicator theory (Sedarmayanti, 2011:51) and service quality indicator from Zeithmal et. al. (Nurdin, 57-59). This study used the quantitative approach with an associative research design. The technique of data analysis used was the average analysis and inferential analysis with normality test, product moment correlation test, and simple regression analysis. The population of all people in Sungai Ambawang Kuala Village was 14,635 people, and the research sample was 100 people. The results of this study showed that the employee performance variable with a high category was represented with an average value of 3.88 which showed that the performance of employees at the Sungai Ambawng Kuala Village Office was good and the service quality variable with a high category average value of 3.83 which showed the service quality at the Sungai Ambawang Kuala Village Office had begun to improve. Lastly, the results of the analysis of employee performance variables had a positive relationship of 0.685 with a strong level of relationship strength. The hypothesis testing showed that there was an effect of employee performance on the population services quality at the Sungai Ambawang Kuala Village Office with a significance value of 0.000, the results of the study indicated that there was an influence of 0.470 or 47% between employee performance and service quality and the regression equation obtained was Y = 10.48 +0.807X. The researcher suggests to future researchers to be able to further develop by examining other factors that can affect service quality. Keywords: Performance, Service Quality

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