Pengaruh Beban Kerja, Kualitas Pelayanan dan Kompetensi Bagian Keuangan terhadap Kepuasan Pelayanan Pegawai Direktorat Tahanan dan Barang Bukti (DITTAHTI) Polda Sulsel
DOI:
https://doi.org/10.1610/7392yr12Kata Kunci:
beban kerja, kualitas pelayanan, kompetensi, kepuasan pelayanan, pegawaiAbstrak
Penelitian ini bertujuan untuk menganalisis pengaruh beban kerja, kualitas pelayanan, dan kompetensi terhadap kepuasan pelayanan pegawai di Direktorat Tahanan dan Barang Bukti (Dittahti) Polda Sulawesi Selatan. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan regresi linear berganda. Sampel penelitian berjumlah 65 pegawai yang dipilih melalui teknik purposive sampling. Hasil penelitian menunjukkan bahwa beban kerja berpengaruh negatif namun tidak signifikan terhadap kepuasan pelayanan. Sebaliknya, kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelayanan. Kompetensi juga terbukti berpengaruh positif dan signifikan terhadap kepuasan pelayanan. Secara simultan, ketiga variabel independen tersebut berpengaruh signifikan terhadap kepuasan pelayanan pegawai. Temuan ini menegaskan pentingnya peningkatan kualitas pelayanan dan kompetensi sumber daya manusia dalam menciptakan kepuasan pelayanan, sementara pengelolaan beban kerja perlu dioptimalkan agar tidak menurunkan kinerja pegawai. Hasil penelitian ini memberikan implikasi praktis bagi manajemen Dittahti Polda Sulsel dalam merancang strategi peningkatan mutu pelayanan berbasis kompetensi dan profesionalisme.
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