ABSTRAK
Berdasarkan indeks reformasi birokrasi tahun 2014, target pada Renstra instansiPQR tahun 2015-2019, dan Survei Indeks Kepuasan Masyarakat tahun 2014,diperoleh hasil bahwa kualitas pelayanan publik di instansi PQR yang diukurmelalui kinerja pelayanan (service performance) pegawai masih rendah dan belummemenuhi harapan organisasi. Berdasarkan analisis, penyebab rendahnya kinerjapelayanan ini disebabkan oleh tiga kemungkinan yang terefleksikan dalamkonstruk: orientasi tujuan belajar (learning goal orientation), motivasi pelayananpublik (public service motivation) dan kepuasan kerja (job satisfaction). Dari hasilperhitungan regresi, dari ketiga penyebab tersebut, hanya orientasi tujuan belajardan motivasi pelayanan publik yang berpengaruh signifikan terhadap kinerjapelayanan. Dari hasil ini diinterpretasikan bahwa penyebab rendahnya kinerjapelayanan publik pegawai instansi PQR disebabkan oleh orientasi tujuan belajardan motivasi pelayanan publik yang rendah pada pegawai. Oleh karena itu, progamintervensi yang disusun untuk memperbaiki kualitas pelayanan publik di instansiPQR adalah Awareness Enhancement and Public Service Motivation Training

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ABSTRACT
Based on the index of bureaucratic reform in 2014, the target in the Strategic Plan2015-2019 of institutions PQR, and Community Satisfaction Index Survey 2014,showed that the quality of public services in institutions PQR measured by theservice performance of employees is still low and does not meet organizationexpectations. Based on the analysis, the causes of low performance of these servicesdue to three possibilities which were reflected in the constructs: learning goalorientation, public service motivation and job satisfaction. From the results of theregression analysis, the cause of the third, only learning goal orientation andmotivation of public service that significantly influence the services performance.From these results be interpreted that the reasons for poor performance of publicservices in institution PQR caused by low learning goal orientation and low publicservice motivation. Therefore, intervention program of Awareness Enhancementand Public Service Motivation Training is structured to improve the quality ofpublic services in institutions PQR.