The influence of professionality, work culture and competence on the quality of services at the personnel and training agency of Lampung Province

https://doi.org/10.35912/jomabs.v2i1.2509
Published: Nov 5, 2024

Abstract:

Purpose: This study aimed to examine whether professionalism, work culture, and competence, both partially and simultaneously, significantly influenced the quality of service at the Lampung Province Personnel and Training Agency.

Methodology: This study employed a survey method using questionnaires as the main research instrument. The population consisted of 13,906 Civil Servants (PNS) who were service recipients at the Lampung Province Personnel and Training Agency Office (Central Statistics Agency of Lampung Province, 2024). A proportional random sampling technique was applied, and the data were analyzed using multiple regression to test the partial and simultaneous effects. The independent variables were professionalism (X1), work culture (X2), and competence (X3), and the dependent variable was service quality (Y).

Results: The findings show that professionalism, work culture, and competence positively and significantly affect service quality. Moreover, when tested simultaneously, these three variables significantly improved service quality, thereby confirming all the proposed hypotheses.

Conclusion: The study concludes that professionalism, supportive work culture, and competence are crucial for improving public service quality in the Lampung Province Personnel and Training Agency.

Limitations: This study is limited to cross-sectional data and a single agency, restricting generalization. Future research should apply longitudinal and comparative approaches across different government institutions.

Contribution: This research provides theoretical evidence of the determinants of service quality in regional institutions and offers practical guidance for policymakers in developing training, organizational culture, and competency-building programs.

Keywords:
1. Competence
2. Professionalism
3. Service Quality
4. Work Culture
Authors:
1 . Andi Surya
Mitra Indonesia University, Indonesia
2 . Holdin Sagita
Mitra Indonesia University, Indonesia
3 . Armalia Reny WA
Mitra Indonesia University, Indonesia
4 . Yudhinanto CN
Mitra Indonesia University, Indonesia
5 . Hasbullah Hasbullah
Mitra Indonesia University, Indonesia
6 . Yulistina Yulistina
Mitra Indonesia University, Indonesia
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How to Cite
Surya, A., Sagita, H., WA, A. R., CN, Y., Hasbullah, H., & Yulistina, Y. (2024). The influence of professionality, work culture and competence on the quality of services at the personnel and training agency of Lampung Province. Journal of Multidisciplinary Academic Business Studies, 2(1), 35–46. https://doi.org/10.35912/jomabs.v2i1.2509
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Issue & Section
Vol. 2 No. 1 (2024): November
Articles
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  1. Ahmad, S., & Shahzad, K. (2011). HRM and Employee Performance: A Case of University Teachers of Azad Jammu and Kashmir (AJK) in Pakistan. African Journal of Business Management, 5(13), 5249-5253. doi:https://doi.org/10.5897/AJBM10.1605
  2. Apriyanti, R., Ruhana, F., & Ahmad, M. (2023). The Influence of Employee Professionalism and Competence in Improving the Quality of Employee Service One Stop Integrated Services, Kembangan District, West Jakarta Administrative City. Jurnal Ilmu Pemerintahan Widya Praja, 49(1), 1-11. doi:https://doi.org/10.33701/jipwp.v49i1.3246
  3. Balasundran, K., Nallaluthan, K., Yankteshery, V., Harun, K., Lim, P. P., & Gopal, R. (2021). Work from Home and Work Motivation of Teachers Job Satisfaction During Pandemic COVID-19. International Business Education Journal, 14(2), 124-143. doi:https://doi.org/10.37134/ibej.vol14.2.10.2021
  4. Bernstein, E. S., & Turban, S. (2018). The Impact of the ‘Open’workspace on Human Collaboration. Philosophical Transactions of the Royal Society B: Biological Sciences, 373(1753), 1-8. doi:https://doi.org/10.1098/rstb.2017.0239
  5. Burhanuddin, B., Syufri, S., Asriani, A., Hartawan, H., & Saputra, A. (2024). Exploring the role of regional capacity in human resource development in Indonesia. Frontiers in Political Science, 6. doi:http://dx.doi.org/10.3389/fpos.2024.1412098
  6. Ernalis, F. (2015). Pengaruh Kemampuan Sumber Daya Manusia Terhadap Pelaksanaan Otonomi Daerah di Kecamatan Sipirok Kabupaten Tapanuli Selatan. Lentera: Jurnal Ilmiah Sains dan Teknologi, 15(13), 12-16.
  7. Hackman, J. R., & Oldham, G. R. (1976). Motivation Through the Design of Work: Test of a Theory. Organizational Behavior and Human Performance, 16(2), 250-279. doi:https://doi.org/10.1016/0030-5073(76)90016-7
  8. Hafeez, I., Yingjun, Z., Hafeez, S., Mansoor, R., & Rehman, K. U. (2019). Impact of Workplace Environment on Employee Performance: Mediating Role of Employee Health. Business, Management and Economics Engineering, 17(2), 173-193. doi:https://doi.org/10.3846/bme.2019.10379
  9. Hasibuan, M. (2008). Manajemen Sumber Daya Manusia. Bandar Lampung: Bumi Aksara.
  10. Herzberg, F., Mausner, B., & Snyderman, B. B. (2011). The Motivation to Work. New York: John Wiley & Sons.
  11. Ibrahim, M. (2017). Profesionalisme Pegawai Negeri Sipil dalam Pelayanan Publik pada Kantor Terpadu Satu Pintu Kabupaten Sidenreng Rappang. Jurnal AkMen (Akuntansi dan Manajemen), 14(3), 427-436.
  12. Karepesina, M. T. (2023). Performance of civil servants: The role of motivation and organizational culture. Corporate Governance and Organizational Behavior Review, 7(3), 385-395. doi:https://doi.org/10.22495/cgobrv7i3sip13
  13. Mangkunegara, A. P. (2020). Evaluasi Kinerja SDM. Bandung: Refika Aditama.
  14. Mulyadi, D., Puspita, E., Auliarrahma, N. I., Shelvira, S. A., Kintara, I., & Fattah, M. S. F. A. (2024). Regional autonomy in Indonesia: Challenges and opportunities in sustainable development in the era of sustainable development goals (SDGs). Indonesian Journal of Law and Justice, 2(2). doi:https://doi.org/10.47134/ijlj.v2i2.3450
  15. Noe, R. A. (2020). Employee training and development: McGraw-Hill.
  16. Notoatmodjo, S. (2014). ManajemenSumberDayaManusia. Jakarta: RinekaCipta.
  17. Permata, W. D., & Nurjanah, N. (2017). Strategi Dinas Kehutanan dan Perkebunan Kabupaten Kepulauan Meranti dalam Mengkomunikasikan Gerakan Rehabilitasi Hutan dan Lah Mangrove. Jurnal Online Mahasiswa (JOM) FISIP, 4(1), 1-15.
  18. Peters, T. J., & Waterman, R. H. (1984). In search of excellence. Nursing Administration Quarterly, 8(3), 85-86.
  19. Pratama, A., Ghazali, A., Putranto, N., Iswari, K., Wisesa, A., & Febriansyah, H. (2015). Civil Servants’ Competence in Indonesia: Suggestions for Future Research in the Context of Business. Procedia - Social and Behavioral Sciences, 169, 371-377. doi:http://dx.doi.org/10.1016/j.sbspro.2015.01.322
  20. Ryan, R. M., & Deci, E. L. (2000). Intrinsic and extrinsic motivations: Classic definitions and new directions. Contemporary educational psychology, 25(1), 54-67.
  21. Schein, E. H. (2010). Organizational culture and leadership (Vol. 2): John Wiley & Sons.
  22. Sedarmayanti, M., & Pd, M. (2001). Sumber daya manusia dan produktivitas kerja. Bandung: CV. Mandar Maju.
  23. Tetrick, L. E., Fisher, G. G., Ford, M. T., & Quick, J. C. E. (2024). Handbook of Occupational Health Psychology. Washington D.C.: American Psychological Association.
  24. Zein, A. M., Yunanto, S., Nurhayati, I., Setiawan, A., & Samudra, A. A. (2022). The Analysis of Regional Autonomy Implementation in Indonesia: Based on the Ruling Government Paradigm. Journal of Political Science and International Relations, 5(4), 153. doi:https://doi.org/10.11648/j.jpsir.20220504.18
  25. Zulkarnaini, Yahya, A., Majid, S. A., & Din, M. (2020). Career Development of Civil Servants in the Autonomy Era in Indonesia. International Conference on Law, Governance and Islamic Society, 413, 231-240. doi:https://doi.org/10.2991/assehr.k.200306.219