Mencapai Sumber Daya Manusia Unggul (Analisis Kinerja dan Kualitas Pelayanan)

Ketut Sudarma

Abstract

Penelitian ini  bertujuan untuk menganalisis pengaruh kemampuan individu, kepuasan kerja, komitmen organisasi terhadap kinerja dan kinerja terhadap kualitas pelayanan. Sampel penelitian berjumlah 76 orang. Teknik pengambilan sampel menggunakan proportional random sampling. Variabel penelitian terdiri dari kemampuan individu, kepuasan kerja, komitmen organisasi, dan kinerja serta kualitas pelayanan  Analisis data menggunakan regresi dua tahap. Hasil penelitian menunjukkan bahwa kemampuan individu, kepuasan kerja dan komitmen organisasi mempunyai pengaruh positif signifikan terhadap kinerja dan kinerja berpengaruh positif signifikan terhadap kualitas pelayanan. Ini berarti semakin meningkat kinerja, maka semakin meningkat juga kualitas pelayanan. Dari hasil analisis deskriptif persentase tampak secara rata-rata  semua variabel penelitian  menunjukkan kategori baik, namun pada aspek-aspek tertentu pada masing-masing variabel masih terdapat kekurangan. Hasil penelitian ini diharapkan dapat menjadi masukan bagi pimpinan dalam meningkatkan kinerja dan kualitas pelayanan. Upaya perbaikan dimulai dari peningkatan kemampuan melalui pendidikan dan latihan, monitoring pelaksanaan kerja secara rutin, menumbuhkan komitmen kerja dan perbaikan standar operasi prosedur.


The aim of the study is toanalyze the influence of individual abilities, job satisfaction, organizational commitment to performanceand performance againstservice quality. This samplingmethod is using 76 samples by the proportionalrandom sampling techniques. Variables consisted of individual ability, job satisfaction, organizational commitment, and performance andservice qualitydata analysisusingtwo-stageregression. The results showedthat theability of individuals, job satisfaction and organizational commitment had asignificant positive effecton performance and the performance ofa significant positive effecton quality of service. It means the higher performance, the higher service quality also, from the results of descriptive analysis ofthe percentage ofapparentaverage of allvariablesshoweda goodcategory, but incertain aspectsof eachvariablethere is still ashortage. The results ofthis study are expected tobe input forleadershipin improvingthe performanceandquality of care, improvement effortsinitiatefroman increase incapacitythrough educationandtraining, monitoringthe implementation ofroutinework, repairwork andcommitmentto growthe standard operational procedures.

Keywords

Individualability; Job satisfaction; Organizational commitment; employee performance; Quality of service

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