Rifa’ul Janah , 7101413278 (2017) PENGARUH KOMPETENSI PEGAWAI, LINGKUNGAN KERJA DAN DISIPLIN PEGAWAI TERHADAP KUALITAS PELAYANAN PADA PEMERINTAH DESA DI KECAMATAN PARAKAN MELALUI KINERJA PEGAWAI KECAMATAN PARAKAN (Studi Kasus Persepsi Perangkat Desa se-Kecamatan Parakan Kabupaten Temanggung). Under Graduates thesis, Universitas Negeri Semarang.

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Abstract

Penelitian ini bertujuan untuk mendiskripsikan pengaruh kompetensi pegawai, lingkungan kerja, dan disiplin pegawai terhadap kualitas pelayanan secara langsung maupun tidak langsung melalui kinerja pegawai. Berdasarkan pengamatan yang peneliti lakukan di Kecamatan Parakan Kabupaten Temanggung masih terdapat pegawai dengan kompetensi yang cukup, keterlambatan dalam menyelesaikan pekerjaan dan lingkungan kerja yang masih dalam pembangunan gedung sehingga berdampak pada kualitas pelayanan. Populasi dalam penelitian ini adalah seluruh perangkat desa di Kecamatan Parakan sebanyak 141 perangkat desa yang sekaligus digunakan sebagai sampel penelitian ini. Metode pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan uji parsial, analisis jalur, sobel test dan analisis deskriptif. Hasil penelitian menunjukkan ada pengaruh antara kompetensi pegawai, lingkungan kerja, dan disiplin pegawai terhadap kinerja pegawai dengan masing-masing thitung 5,176, 2,159, dan 3,760. Serta terdapat pengaruh antara kompetensi pegawai, lingkungan kerja, disiplin pegawai, dan kinerja pegawai terhadap kualitas pelayanan dengan masing-masing thitung 2,297, 2,046, 2,010, dan 2,297. Kinerja pegawai terbukti mampu memediasi hubungan kompetensi pegawai dan disiplin pegawai pada kualitas pelayanan dengan masing-masing thitung 2,0685 dan 1,9368. Sementara itu kinerja pegawai tidak mampu memediasi hubungan antara lingkungan kerja pada kualitas pelayanan karena thitungnya < ttabel. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kompetensi pegawai, lingkungan kerja, dan disiplin pegawai merupakan variabel yang mampu menciptakan kinerja pegawai dan berdampak pada kualitas pelayanan. Meskipun kinerja pegawai tidak mampu memediasi hubungan antara lingkungan kerja dan kualitas pelayanan. Saran yang diberikan dari penelitian ini adalah (1) hendaknya Camat atau pimpinan lainnya memberikan dukungan dan motivasi kerja kepada pegawai Kecamatan Parakan di tiap apel pagi maupun di pertemuan pegawai lainnya, (2) hendaknya pegawai melakukan antisipasi kebutuhuan pelayanan dengan memprediksi hal-hal yang mungkin tejadi dari pengalaman tahun-tahun sebelumnya, (3) hendaknya pimpinan memberikan pelatihan dan pendalaman lebih mengenai pekerjaan-pekerjaan beserta Standar Operasional Prosedur (SOP) di kantor Kecamatan Parakan. The goal of this research was to describe the influence of staff competency, work environment, and staff discipline toward the service quality directly or indirectly through staff performance. Based on the observation that done by the researcher in the sub district of Parakan, Temanggung, there were several staffs who were categorized as mediocre, late in doing their the work and work environment that was still under construction so it gave impact on the service quality. The population of this research was 141 village staffs in the sub district of Parakan, Temanggung. They also became the sample of this research. Collecting data method that was used in this research was questionnaire. Methods of the data analysis were partial test, path analysis, sobel test and descriptive analysis. The result of this research showed that there was influence between staff competency, work environment, and staff discipline toward staff performance with each t count 5,176, 2,159, and 3,760. And there was influence between staff competency, work environment, and staff discipline toward service quality with each t count 2,297, 2,046, 2,010, and 2,297. Staff performances were able to mediate the relationship between staff competency and staff discipline to the service quality with each t count 2,0685 and 1,9368. While staff performance could not mediate the relationship between work environment toward the service quality because t count < t table. Based on the result of this research, the researcher concluded that staff competency; work environment and staff discipline were the variables which were able to make the staff performance and gave impact to the quality of service. Even the staff performance could not mediate the relationship between work environment and service quality. Based on those results the researcher would like to give some suggestions. First sub district head and other leaders should give support and motivation to the sub district staff of Parakan in the every staff meeting. Second, the staff should do service need anticipation by predicting the matter that might occur from the previous experience. Third, the leader should give training and enrichment more about occupation and the procedure operational standard in the sub district of Parakan.

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