Analisis Pengaruh Kompetensi Dan Motivasi Aparatur Sipil Negara (ASN) Terhadap Kualitas Pelayanan Publik Di Kantor Kecamatan Asemrowo Kota Surabaya

Abstract

Abstract

Public service is the main task of the government, but its quality often fails to meet public expectations. Good public service will increase public satisfaction and trust in the government. Civil servants in Asemrowo District, Surabaya City, are expected to be able to provide optimal public service as part of their duties. Previous studies have shown that variables such as competence and motivation can partially affect service quality, although some studies have shown different results. This study aims to examine the effect of ASN competence on the quality of public services at the Asemrowo Subdistrict Office in Surabaya City. In addition, it also aims to examine the effect of ASN motivation on the quality of public services at the Asemrowo Subdistrict Office in Surabaya City. The method used is quantitative with data collection through questionnaires distributed to 80 ASNs, which constitute the entire population. The results of the study indicate that civil servant competence affects the quality of public services at the Asemrowo Subdistrict Office in Surabaya. The t-test results show that the significance value of the Competence variable (X1) is 0.006, which is smaller than the significance threshold of 0.05. Competence (X1) has a positive effect on Public Service Quality (Y). In addition, the t-test results show that the significance value of the Motivation variable (X2) is 0.003, which is smaller than the significance threshold of 0.05. Motivation (X2) has a positive effect on Public Service Quality (Y).

Keywords: Competence, Motivation, Public Service Quality, Civil Servants, Asemrowo District