Anang, Hadi Priyono (2021) PENGARUH HARD SKILL DAN SOFT SKILL COMPETENCY TERHADAP PENINGKATAN KUALITAS LAYANAN DI MAL PELAYANAN PUBLIK KABUPATEN BANYUWANGI. Masters thesis, STIE-Mandala.

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Abstract

ABSTRACT The increase and the demands that people want on effective, efficient and satisfying public services from government employees as public servants are increasingly popular. This happens because of the growing needs, desires and expectations of the community, which the community as the subject of the service feels that services are still convoluted and risky due to such a long bureaucratic chain. The purposes of this research were: 1) To partially test and analyze the effect of hard skill and soft skill compentency on improving service quality in public service mals in Banyuwangi Regency; 2) Simultaneously test and analyze the effect of hard skill and soft skill compentency on improving service quality at public service mals in Banyuwangi Regency. The type of research used in this research is of explanatory research and data analysis methods Instrument Test, Classical Assumption Test, and Multiple Linear Regression Analysis. The sampling method used in this research is purposive sampling technique. The results of the study, explained that the t-test showed that partially there was a positive and significant effect between the hard skills (X1) and soft skills (X2) Competency variables on improving service quality at the Banyuwangi Regency public service mal, while the simultaneous significance test (F-test ) shows that the hard skills (X1) and soft skills (X2) competency variables have a simultaneous effect on service quality. The results of this study can be used as a reference or guide in making decisions for the Head of the Public Service Mal. With the results that have been obtained, it is better to provide direction to employees in order to improve their hard skills and soft skills competency in the form of sincerity, giving more attention, patience and friendliness of officers in serving the people who use the services at the public service mal of Banyuwangi Regency. Keywords : Public Service Mal, Hard Skill and Soft Skill competency , Multiple Linear Regression Analysis

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	MANAJEMEN-S2
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 05:48
Last Modified:	10 Feb 2025 05:48
URI:	http://repo.itsm.ac.id/id/eprint/1028

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