THE INFLUENCE OF HUMAN RESOURCES MANAGEMENT AND ORGANIZATIONAL CULTURE ON THE QUALITY OF PUBLIC SERVICES

Abstract

Human resource management and organizational culture determine the quality of public services at the sub-district office. The best service will create good government. Therefore, this research aims to analyze the partial or simultaneous influence of human resource management and organizational culture on service quality at the sub-district office. A quantitative research design was adopted with an inferential statistical approach. It was conducted in Barong Tongkok District, Kutai Barat Regency, East Kalimantan Province, Indonesia. The primary and secondary data were used, and the total population comprises 198 people. A sample size of 66 people was obtained using the Slovin formula, and the respondents were selected by a simple sampling method. Data were collected through observation, in-depth interviews, and literature. The reliability and validity results of the questionnaire items were valid, and the classical economics test met the requirements. Furthermore, inferential analysis was performed with a multiple regression to analyze the data. The results showed that human resource management and organizational culture positively and significantly affected service quality at the sub-district office, either partially or simultaneously. Human resource management has the most dominant influence on service quality. In relation to the results above, the leadership of the Barong Tongkok Sub-district, Kutai Barat Regency, is recommended to pay attention to and improve employee support facilities. Furthermore, organizational culture should be maintained and improved, and human resource management should be evaluated. The employees are also expected to coordinate and synergize in carrying out their work; hence services to the community can be further improved.

Keywords

• management
• human resources
• organizational culture
• service quality
• government