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Program intervensi awareness enhancement and public service motivation training untuk meningkatkan kualitas pelayanan publik di instansi PQR = Intervention program of awareness enhancement and public service motivation training to improve public service quality in institution PQR / Rovazio Okiiza

Rovazio Okiiza; Corina D.S. Riantoputra, supervisor; Endang Parahyanti, examiner; Bertina Sjabadhyni, editor ([Publisher not identified] , 2016)

 Abstrak

ABSTRAK
Berdasarkan indeks reformasi birokrasi tahun 2014, target pada Renstra instansi
PQR tahun 2015-2019, dan Survei Indeks Kepuasan Masyarakat tahun 2014,
diperoleh hasil bahwa kualitas pelayanan publik di instansi PQR yang diukur
melalui kinerja pelayanan (service performance) pegawai masih rendah dan belum
memenuhi harapan organisasi. Berdasarkan analisis, penyebab rendahnya kinerja
pelayanan ini disebabkan oleh tiga kemungkinan yang terefleksikan dalam
konstruk: orientasi tujuan belajar (learning goal orientation), motivasi pelayanan
publik (public service motivation) dan kepuasan kerja (job satisfaction). Dari hasil
perhitungan regresi, dari ketiga penyebab tersebut, hanya orientasi tujuan belajar
dan motivasi pelayanan publik yang berpengaruh signifikan terhadap kinerja
pelayanan. Dari hasil ini diinterpretasikan bahwa penyebab rendahnya kinerja
pelayanan publik pegawai instansi PQR disebabkan oleh orientasi tujuan belajar
dan motivasi pelayanan publik yang rendah pada pegawai. Oleh karena itu, progam
intervensi yang disusun untuk memperbaiki kualitas pelayanan publik di instansi
PQR adalah Awareness Enhancement and Public Service Motivation Training
ABSTRACT
Based on the index of bureaucratic reform in 2014, the target in the Strategic Plan
2015-2019 of institutions PQR, and Community Satisfaction Index Survey 2014,
showed that the quality of public services in institutions PQR measured by the
service performance of employees is still low and does not meet organization
expectations. Based on the analysis, the causes of low performance of these services
due to three possibilities which were reflected in the constructs: learning goal
orientation, public service motivation and job satisfaction. From the results of the
regression analysis, the cause of the third, only learning goal orientation and
motivation of public service that significantly influence the services performance.
From these results be interpreted that the reasons for poor performance of public
services in institution PQR caused by low learning goal orientation and low public
service motivation. Therefore, intervention program of Awareness Enhancement
and Public Service Motivation Training is structured to improve the quality of
public services in institutions PQR.

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No. Panggil : T45813
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Entri tambahan-Nama badan :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2016
Program Studi :
Bahasa : ind
Sumber Pengatalogan :
Tipe Konten : text
Tipe Media : unmediated ; computer
Tipe Carrier : volume ; online source
Deskripsi Fisik : xiv, 113 pages : illustration ; 28 cm + appendix
Naskah Ringkas :
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 3
  • Ketersediaan
  • Ulasan
No. Panggil No. Barkod Ketersediaan
T45813 TERSEDIA
Ulasan:
Tidak ada ulasan pada koleksi ini: 20432825
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