Pengaruh Perkembangan Teknologi dan Pengembangan Kompetensi Sumber Daya Manusia melalui Motivasi Kerja terhadap Kualitas Pelayanan pada Kantor Kelurahan di Kota Ambon

Levian Levian, Sri Langgeng Ratnasari, Joko Rizkie Widokarti

Abstract


Penelitian ini bertujuan untuk menganalisis pengaruh perkembangan teknologi dan pengembangan sumber daya manusia (SDM) berbasis kompetensi terhadap kualitas pelayanan publik, baik secara langsung maupun melalui motivasi kerja sebagai variabel mediasi, pada kantor-kantor kelurahan di Kota Ambon. Penelitian ini dilatarbelakangi oleh masih rendahnya pemanfaatan teknologi digital dalam pelayanan publik serta belum optimalnya pengembangan kompetensi dan motivasi kerja aparatur kelurahan. Penelitian menggunakan pendekatan kuantitatif dengan jenis penelitian verifikatif. Populasi penelitian berjumlah 100 pegawai kelurahan, dan seluruhnya dijadikan sampel menggunakan teknik sensus (saturated sampling). Data dikumpulkan melalui kuesioner dan dianalisis menggunakan Structural Equation Modeling berbasis Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa perkembangan teknologi berpengaruh positif dan signifikan terhadap motivasi kerja (koefisien 0,318) dan terhadap kualitas pelayanan (koefisien 0,426). Pengembangan kompetensi SDM juga berpengaruh positif dan signifikan terhadap motivasi kerja (koefisien 0,398) dan kualitas pelayanan (koefisien 0,352). Motivasi kerja berpengaruh positif dan signifikan terhadap kualitas pelayanan (koefisien 0,516). Hasil uji mediasi membuktikan bahwa motivasi kerja secara signifikan memediasi pengaruh perkembangan teknologi (indirect effect 0,220) maupun pengembangan kompetensi SDM (indirect effect 0,130) terhadap kualitas pelayanan. Penelitian ini menyimpulkan bahwa peningkatan kualitas pelayanan publik di kelurahan Kota Ambon dapat dicapai melalui investasi berkelanjutan pada infrastruktur teknologi, penyusunan program pengembangan kompetensi berbasis kebutuhan jabatan, serta penguatan motivasi kerja pegawai melalui sistem penghargaan dan lingkungan kerja yang suportif.

Keywords


Perkembangan Teknologi; Pengembangan SDM Berbasis Kompetensi; Motivasi Kerja; Kualitas Pelayanan Publik; SEM-PLS

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DOI: https://doi.org/10.33373/dms.v15i2.9307

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