THE INFLUENCE OF HUMAN RESOURCE QUALITY AND WORK DISCIPLINE ON ORGANIZATIONAL PERFORMANCE THROUGH SERVICE QUALITY IN THE PUPR DEPARTMENT OF MAMUJU REGENCY
Keywords:
performance, leadership quality, work culture, teamwork
Abstract
This study aims to evaluate the performance of accelerating the issuance of Building Approval (PBG) recommendations at the PUPR Office of Mamuju Regency, both directly and indirectly through the quality of human resources, work discipline, and service quality. The study used a survey design without intervention which was carried out by observing the behavior of population groups. The approach used was quantitative using the Likert scale as a data collection instrument. The study was conducted for 2 months from November to December 2023, with a population of all employees of the PUPR Office of Mamuju Regency of 70 people, and all of them were used as research samples. Primary data were obtained through questionnaires, direct surveys, and interviews with respondents, while secondary data were obtained through literature studies. Data collected in the study were conducted using questionnaires, as well as observations and literature searches . The data collected were analyzed using path analysis , with the finding that the quality of human resources and work discipline have a direct effect on improving the quality of service and organizational performance at the PUPR Office of Mamuju Regency. Service quality also acts as an intervening variable that mediates the relationship between the quality of human resources and organizational performance. However, no significant mediating effect was found from work discipline on organizational performance, indicating that service quality is an important intervening variable between the quality of human resources and organizational performance, while work discipline does not have a significant mediating effect .
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Werther Jr, William B, K. D. (2008). Human Resources and Personal Management . Singapore: McGraw Hill.
Wirawan. (2015). Indonesian Human Resource Management . Raja Grafindo Persada, Jakarta.
Akdere, M. (2009). A multi-level examination of quality-focused human resource practices and firm performance: evidence from the US healthcare industry. The International Journal of Human Resource Management , 20 , 1945–1964. https://api.semanticscholar.org/CorpusID:154475052
Alsharari, Y.S., Al-Rwaily, F.M., & Alsharari, A. (2017). The Moderating Effect of Commitment to Service Quality on the relationship between Communications, Customer Relationship Management and Organizational Performance: Evidence from the Kingdom Saudi Arabian Hospitals. The International Journal of Academic Research in Business and Social Sciences , 7 , 366–382. https://api.semanticscholar.org/CorpusID:169923800
Anoraga, P. (2019). Business Management . PT. Rineka Cipta, Jakarta.
Bambang, S. (2017). Fundamental Financial Management . Deepublish, Yogyakarta.
Chrisnanto, C., & Riyanto, S. (2020). The Effect Of Work Discipline, Organizational Commitment And Work Motivation On Employee Performance Of The Directorate General Of Construction Development Ministry For Public Works And Housing Republic Of Indonesia. International Review of Management and Marketing . https://api.semanticscholar.org/CorpusID:243543268
Daku, THP (2019). The effects of total quality management on organizational performance in the South African Police Service's forensic science laboratory . https://api.semanticscholar.org/CorpusID:182211024
Darics, E., & Clifton, J. (2023). Organization, communication and language . Palgrave Macmillan.
Deviana, E., & Samosir, SH (2020). The Influence of Work Discipline and Professionalism on Service Quality at the Deli Serdang Regency Social Service Office. Muhammadiyah Journal of Business Management , 1 (2).
Frangky, S., Silitonga, M., & Saragi, S. (2020). The Influence of Human Resource Quality on Health Services at the Siempat Rube Health Center, Pakpak Bharat Regency . 28–28.
Georgiadis, A., & Kornelakis, A. (2021). Human Resources and Service Quality: The Mediating Role of Employees' Human Capital and Turnover. Academy of Management Proceedings . https://api.semanticscholar.org/CorpusID:237715442
Ghozali, I. (2018). Multivariate Analysis Application . Diponegoro University, Semarang.
Gumussoy, CA and Koseoglu, B. (2016). The Effect of Service Quality. Perceived Value and Price Fairness on Hotel Customer's Satisfaction and Loyalty .
Hasibuan. (2018). Human Resource Management . Bumi Aksara, Jakarta.
Hondeghem, P. and A. (2008). Motivational in Public Management . Oxford university press.
Hutapea, N. (2008). Competence Plus: Theory, Design, Cases and Applications for HR and Dynamic Organizations .
Jaya, UA, Sugiarto, Y., & Gumilar, MFP (2022). The Role Of Organizational Culture In Moderating The Effect Of Work Discipline On Employee Performance. Sampurasun Journal : Interdisciplinary Studies for Cultural Heritage . https://api.semanticscholar.org/CorpusID:250290262
Johan, B. (2017). The Influence of Work Discipline on the Quality of Public Services in Lung Melah Village, Telen District, East Kutai Regency. Social Science Education , 5 (2).
Keban, YT (2014). Six strategic dimensions of public administration: concepts, theories and issues (Second Edition) . Gava Media, Yogyakarta.
Laradika, IR, & Kawulusan, Bovie, M. (2022). The Influence of Human Resource Quality and Work Discipline on Organizational Performance at the Women's and Children's Empowerment and Population Control and Family Planning Service of Pesawaran Regency. Dikombis : Journal of Economic Dynamics, Management, and Business . https://api.semanticscholar.org/CorpusID:254309733
Lee, J., Seo, Y. W., & Lee, J. K. (2020). A study on the Effect of consultants' competency on Organizational performance through service quality: focusing on organizational creativity and innovation. The Korea Academia-Industrial Cooperation Society , 21 , 577–584. https://api.semanticscholar.org/CorpusID:219616481
Marthalina. (2018). Analysis of Academic Service Quality and Student Satisfaction at Ipdn Jakarta Campus. Journal of Human Resource Management , 5 (1), 1–18.
Moekijat. (2016). Personnel and Human Resource Management . CV. Mandar Maju.
Mogni, AB, Ahiruddin, A., & Setiawati, A. (2023). The Influence of Human Resource Quality and Work Discipline on Organizational Performance at the Regional Technical Implementation Unit for Roads and Bridges. Dikombis : Journal of Economic Dynamics, Management, and Business . https://api.semanticscholar.org/CorpusID:260123095
Mustopadidjaya. (2002). Public Policy Process Management, Formulation, Implementation and Performance Evaluation . LAN: Jakarta.
Nirmalasary, TN, Zamzam, F., & Marnisah, L. (2020). The Influence of Motivation and Job Satisfaction on the Performance of Personnel of the Special Crime Directorate of the South Sumatra Regional Police. Journal of Administrative Science and Policy Studies (JIASK) , 3 (1), 33–42.
Putnam, R. (2001). Social capital: Measurement and consequences. Canadian Journal of Policy Research . https://doi.org/10.1017/S1474746403001052
Putra Pratama, MA, & Nurdiana Dihan, F. (2017). The Influence of Organizational Commitment and Work Discipline on Work Performance Through Job Satisfaction as an Intervening Variable. JBTI : Journal of Business Theory and Implementation , 8 (2). https://doi.org/10.18196/bti.82087
Rahardjo, D. (2010). Intellectuals, Intelligence, and Political and National Behavior . Mizan, Bandung.
Rivai, V. (2012). Human Resource Management for Companies . Raja Grafindo Persada.
Rivai, V. (2018). Leadership and organizational behavior . PT. Raja Grafindo Persada, Jakarta.
Rukaya, R., Thalib, J., & Tamsah, H. (2019). The Influence of System and Human Resource Quality on Service Quality Through Employee Performance at the Makassar Main Harbor Master's Office. YUME: Journal of Management , 2 (2).
Saharuddin, Ukkas, I., Bachri, S., Alputila, MJ, & Zamhuri, MY (2019). The analysis of human resource quality in improving employees performance: An analysis of external and internal environment. IOP Conference Series: Earth and Environmental Science , 343 . https://api.semanticscholar.org/CorpusID:211755583
Sakit, R., Daerah, U., Mohammad, ADE, & Sintang, D. (2017). The Influence of Human Resources Competence on the Quality of Public Services at Ade Mohammad Djoen Sintang Regional General Hospital Maya Cynthia Rebecca . 30443357.
Samiruddin, & Husain, YS (2016). Impact of Human Resource Quality and Bureaucracy Behavior on Organizational Performance Effectiveness . https://api.semanticscholar.org/CorpusID:53051165
Sasongko, T. (2018). The Role of Employee Motivation on the Relationship Between HRM Practices and Service Quality in Healthcare Organizations . https://api.semanticscholar.org/CorpusID:67816961
Simanjuntak, A., & Panjaitan, F. (2021). Improving Discipline, Human Resource Information Systems and Competence Towards Improving Internal Service Quality…. Journal of Management and Business .
Siswanto, S. (2019). Indonesian Workforce Management . Bumi Aksara, Jakarta.
Sosiawan, W., & Rivai, A. (2019). Effect Of Discipline And Motivation To Organizational Performance Through Organizational Commitment PT. Indo Premier Securities. International Journal of Business and Applied Social Science . https://api.semanticscholar.org/CorpusID:241963899
Suryanto. (2019). Talent Management Concept in the Public Sector: Case Study of Talent Management Implementation in the Ministry of Finance and the Central Java Provincial Government. Civil Service Journal , 13 (2), 63–72.
Sutrisno, E. (2017). Human Resource Management . Kencana Prenada Media Group, Jakarta.
Tjiptono, F. (2019). Marketing Strategy . Andi Offset, Yogyakarta.
Unaradjan. (2013). Discipline Management . PT. Grasindo Member of Ikapi.
Werther Jr, William B, K. D. (2008). Human Resources and Personal Management . Singapore: McGraw Hill.
Wirawan. (2015). Indonesian Human Resource Management . Raja Grafindo Persada, Jakarta.
Published
2024-08-15
How to Cite
Mardianah, M. (2024). THE INFLUENCE OF HUMAN RESOURCE QUALITY AND WORK DISCIPLINE ON ORGANIZATIONAL PERFORMANCE THROUGH SERVICE QUALITY IN THE PUPR DEPARTMENT OF MAMUJU REGENCY. Point of View Research Economic Development, 5(2). Retrieved from https://www.journal.accountingpointofview.id/index.php/POVRED/article/view/306
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