The Role Of Competence, Compensation, And Training Through Employee Motivation In Improving Service Responsiveness At The South Tangerang City Population And Civil Registration Office
DOI:
https://doi.org/10.51805/ijss.v2i1.515Keywords:
competence, compensation, training, employee motivation, service responsiveenessAbstract
Public organizations are increasingly required to provide responsive, timely, and citizen-oriented services. However, maintaining service responsiveness remains a challenge for many government institutions, including the Population and Civil Registration Office of South Tangerang City. This study examines the influence of competence, compensation, and training on service responsiveness through employee motivation as a mediating variable. A quantitative explanatory approach was employed using a census method involving 251 employees of the South Tangerang City Population and Civil Registration Office. Data were collected through structured questionnaires and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4.
The results indicate that competence significantly affects employee motivation (β = 0.228; p < 0.001), compensation significantly affects employee motivation (β = 0.423; p < 0.001), and training significantly affects employee motivation (β = 0.211; p < 0.001). Employee motivation also significantly influences service responsiveness (β = 0.346; p < 0.001). However, the direct effects of competence, compensation, and training on service responsiveness were not statistically significant. Mediation analysis revealed that employee motivation fully mediates the relationships between competence, compensation, and training and service responsiveness. Among the indirect effects, compensation demonstrated the strongest contribution to service responsiveness through employee motivation.
The study concludes that employee motivation serves as a critical mechanism through which human resource management practices enhance public service responsiveness. Strengthening employee competencies, implementing equitable compensation systems, and providing continuous training programs are essential strategies for improving the quality of public services.
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