THE EFFECT OF HUMAN RESOURCE COMPETENCIES AND WORK CULTURE ON COMMUNITY SATISFACTION THROUGH SERVICE QUALITY IN DRIVING LICENCE SERVICE AT POLICE RESORT OF MAMUJU
Keywords:
human resources competence, work culture, service quality, community satisfaction, Police resort of Mamuju, driving license service
Abstract
This research aims to determine and analyse the effect of human resource competence and work culture on service quality and community satisfaction in driving licence services at Police Resort of Mamuju. This research uses a causality-survey design with a quantitative approach to examine the relationship between variables. Data were collected through observation, interviews, questionnaires, and documentation, with respondents taken randomly using simple random sampling technique. From a population of 6485 people who took care of driving licences in 2023, a sample was drawn using the Slovin formula and simple random sampling technique and obtained 377 samples. Data analysis using path analysis. The results of research show that human resource competencies and work culture have a significant influence on service quality. In addition, service quality proved to be an effective mediator between human resource competencies and work culture with community satisfaction. Although HR competencies and work culture have a significant influence on service quality, the direct effect of service quality on community satisfaction is more dominant. This shows that good service quality directly contributes more to community satisfaction than other factors. Improving service quality should be the main focus to achieve higher levels of community satisfaction at Police Resort of Mamuju. Optimisation of human resource competencies and work culture remain important, but improvements in service quality were identified as the most effective variable to achieve maximum community satisfaction
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References
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https://api.semanticscholar.org/CorpusID:259764407
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Cahyono, R. D., Hadiati, E., & Wahyono, G. B. (2023). The Effect of Online Communication on Community Satisfaction Through Online Service Quality. International Journal of Social Science and Human Re-search. https://api.semanticscholar.org/CorpusID:259866173
Cameron, K., & Quinn, R. (2006). Diagnosing and Changing Organizational Culture: Based on the Compet-ing Values Framework.
Denison, D., Nieminen, L., & Kotrba, L. (2015). Diagnosing Organizational Cultures: A Conceptual and Em-pirical Review of Culture Effectiveness Surveys. European Journal of Work and Organizational Psy-chology, 23, 145–61.
Dessler, G. (2015). Manajemen Sumber Daya Manusia. Salemba Empat, Jakarta.
Dobell, P. & M. U. (2002). Parliament performance in the Budget Process: A Case Study. Policy Matter, 3(2), 1–24.
Febrianto, W., & Wibawani, S. (2022). The Effect of Service Quality on Community Satisfaction of Public Service Mall Users in Sidoarjo Regency. Jurnal Administrasi Publik : Public Administration Journal. https://api.semanticscholar.org/CorpusID:249417954
Fikri, R., & Frinaldi, A. (2020). Analysis Work Culture of Community Satisfaction Through Quality of Public Services. https://api.semanticscholar.org/CorpusID:216467736
Gagnon, A., & Fox, K. A. (2021). Community Satisfaction and Police Officer Understanding of Community Expectations: A Quantitative and Observational Analysis. CrimRxiv. https://api.semanticscholar.org/CorpusID:244318525
Gilaninia, S., Taleghani, M., & Talemi, M. R. K. (2013). The impact of service quality on customer satisfaction. https://api.semanticscholar.org/CorpusID:266592202
Goetsch David L. dan Davis, S. B. (2002). Pengantar Manajemen Mutu.
PT Prenhallindo, Jakarta.
Gopal. (2008). Effectiveness of Executive Training Programs. The Indian Journal of Commerce, 61(3), 143–150.
Griffin, R. W., & Moorhead, G. (2018). Perilaku Organisasi. Salemba Empat, Jakarta.
Handy, C. (1991). Gods of Management: The Changing Work Of Organizations (3rd ed.). Business Books.
Hofstede, G., B., N., D.D., O., & Sanders, G. (1990). Measuring Organizational Culture: A Qualitative and Quantitative Study Across Twenty Cases. Administrative Science Quarterly, 35(2), 286–316.
Hofstede, G., Hofstede, G. J., & Minkov, M. (2010). Cultures and Organizations. Software of the Mind. Inter-cultural Cooperation and Its Importance for Survival. Mc Graw Hil.
Ibrahim, B. (2000). Total Quality Management: Panduan untuk Menghadapi. Persaingan Global. Djambatan, Jakarta.
Iskanderov, A. (2010). Impact of Organizational Culture on Job Satisfaction. https://api.semanticscholar.org/CorpusID:203477836
Kasmir. (2017). Manajemen Sumber Daya Manusia Teori dan Praktik. PT. RajaGrafindo Persada, Depok.
Kotler. (2013). Manajemen Pemasaran Jilid 2. In Penerbit Erlangga. Kotler, P., & Keller, K. L. (2017). Mana-jemen pemasaran Jilid 1. In Jakarta.
Kunandar. (2008). Guru Profesional Implementasi KTSP dan Sukses dalam Sertifikasi Guru. Grafindo Per-sada.
Kurnia, N., & Gunawan, G. (2023). Pengaruh Budaya Kerja dan Pembagian Kerja terhadap Kualitas Pela-yanan di Kecamatan Sumur Kabupaten Pandeglang. Jurnal Multidisiplin Indonesia. https://api.semanticscholar.org/CorpusID:267619086
Lawton, B., Hickman, M. J., Piquero, A. R., & Greene, J. R. (2000). Assessing the Interrelationships between Perceptions of Impact and Job Satisfaction: A Comparison of Traditional and Community- Oriented Policing Officers. Justice Research and Policy, 2, 47–72. https://api.semanticscholar.org/CorpusID:145742073
Lee, J.-C., Shiue, Y.-C., & Chen, C.-Y. (2016). Computers in Human Behavior Examining the Impacts of Or-ganizational Culture and Top Management Support of Knowledge Sharing on the Success of Soft-ware Process Improvement. Computers in Human Behavior, 54, 462–74.
Lovelock, C., Wirtz, J., & Mussry, J. (2023). Services Markering (edisi 7).
Gramedia Pustaka Utama, Jakarta.
Lupiyoadi. (2017). Manajemen Pemasaran Jasa: Teori dan praktik. PT. Salemba Emban Patria.
Mangkunegara. (2020). Manajemen Sumberdaya Manusia Perusahaan
(Edisi Revi). PT. Remaja Rosdakarya, Bandung.
Miao, Q., Eva, N., Newman, A., & Schwarz, G. (2019). Public service motivation and performance: The role of organizational identification. Public Money & Management, 39(2), 77–85.
Moeheriono. (2018). Pengukuran Kinerja Berbasis Kompetensi. Raja Grafindo Persada, Jakarta.
Mooij, Marieke, & Hofstede, G. (2011). Cross-Cultural Consumer Behavior: A Review of Research Findings. Journal of International Consumer Marketing, 23, 181–92.
Muhiban, A., & Titania, A. (2023). The Impact of Public Service Quality and Facilities on Community Satis-faction in BAPPENDA City Cimahi services. International Journal of Integrative Sciences. https://api.semanticscholar.org/CorpusID:259073442
Mulyadi, D. (2015). Perilaku Organisasi dan Kepemimpinan Pelayanan.
BPFE Yogyakarta.
Nadanyiova, M., & Durana, P. (2019). Corporate Social Responsibility as a Brand Value-Enhancing Tool. In Paper presented.
Nadhifah, K. (2020). Pengaruh Kompetensi Pustakawan Terhadap Kualitas Layanan Perpustakaan Universi-tas Jember. Jurnal Pustaka Ilmiah. https://api.semanticscholar.org/CorpusID:225183025
Nazariana, A., Atkinsonb, P., & Foroudic, P. (2017). Influence of National Culture and Balanced Organiza-tional Culture on the Hotel Industry’s Performance. International Journal of Hospitality Management, 63, 22–32.
Nurinayah, I., Sataruddin, S., & Handayani, T. (2023). Pengaruh Disiplin, Motivasi Kerja Dan Budaya Kerja Terhadap Kualitas Pelayanan Dinas Kearsipan Dan Perpustakaan Kota Mataram. Oportunitas Ekonomi Pembangunan. https://api.semanticscholar.org/CorpusID:259794971
O’Reilly, C., Chatman, J., & Caldwell, D. (1991). People and Organizational Culture: A Profile Comparison Approach to Assessing Person-Organization Fit. Academy of Management Journal, 34, 487– 516.
Paais, M., & Pattiruhu, J. R. (2020). Effect of Motivation, Leadership, and Organizational Culture on Satisfac-tion and Employee Performance. The Journal of Asian Finance, Economics and Business. https://api.semanticscholar.org/CorpusID:225339771
Palan, R. (2007). Competency Management : Teknis Mengimplementasikan Manajemen SDM Berbasis Komputer Untuk Meningkatkan Daya Saing Organisasi. 2007.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201– 230. https://doi.org/10.1016/0022-4359(94)90033-7
Pasaribu, S. E. (2017). Organisasi Budaya Perusahaan Budaya Kerja.
USU Press, Medan.
Pasolong, H. (2017). Teori Administrasi Publik. Bandung-Alfabeta. Priansa, D. (2017). Manajemen Pela-yanan Prima (Cetakan Pe). Alfabeta,
Bandung.
Robbins, S. P., & Judge, T. A. (2021). Organizational Behavior, updated Global Edition. Pearson Higher Ed.
Schein, E. H. (2010). Organizational culture and leadership. John Wiley & Sons.
Sudari, S. A., Pambreni, Y., & Hidayat, R. (2022). The Influence Of Service Quality On Community Satisfac-tion In The Development Of Population Administration. Neo Journal of Economy and Social Hu-manities. https://api.semanticscholar.org/CorpusID:255634247
Sudarmanto. (2014). Kinerja dan Pengembangan Kompensasi SDM.
Pustaka Pelajar, Yogyakarta.
Sulila, I. (2021). The Effect of Service Quality and Employees’ Performance Towards Community Satisfac-tion. Journal of International Conference Proceedings. https://api.semanticscholar.org/CorpusID:254665404
Sutrisno, E. (2017). Manajemen Sumber Daya Manusia. Kencana Prenada Media Group, Jakarta.
Tampubolon, M., & Harati, R. (2019). Role of organizational culture, communication and leadership style on job satisfaction. International Journal of Research in Business and Social Science (2147- 4478). https://api.semanticscholar.org/CorpusID:203494234
Tjiptono. (2016). Service Management Mewujudkan Layanan Prima. Edisi, 2.
Tjiptono & Chandra. (2012). Pemasaran Strategik. Andi Offset, Yogyakarta.
Umar, & Husein. (2009). Riset Sumber Daya Manusia dalam Organisasi.
PT.Gramedia Pustaka Utama.
Wahjoedi, T. (2021). The effect of organizational culture on employee performance mediated by job satisfac-tion and work motivation: Evident from SMEs in Indonesia. Management Science Letters. https://api.semanticscholar.org/CorpusID:234252955
Wibowo. (2015). Perilaku Dalam Organisasi. PT Raja Grafindo Persada, Jakarta.
Wibowo. (2017). Manajemen Kinerja. PT. RajaGrafindo Persada, Depok. Yuliyanti, D. (2015). Pengaruh Kompetensi Sumber Daya Manusia
Terhadap Kualitas Pelayanan Jasa Dokumen Impor Di Pt Sarana Publik Logistik Jakarta. https://api.semanticscholar.org/CorpusID:114808863
Zeithaml, V. A., & Bitner, M. J. (2013). Service Marketing: Integrating Customer Focus Across the Firm (6th ed.). Mc-Graw-Hill.
Published
2024-06-11
How to Cite
Munir, N. U. F. (2024). THE EFFECT OF HUMAN RESOURCE COMPETENCIES AND WORK CULTURE ON COMMUNITY SATISFACTION THROUGH SERVICE QUALITY IN DRIVING LICENCE SERVICE AT POLICE RESORT OF MAMUJU. Point of View Research Economic Development, 5(2). Retrieved from https://www.journal.accountingpointofview.id/index.php/POVRED/article/view/318
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