Kualitas Pelayanan ASN: Ditinjau dari Teknologi dan Kompetensi di Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Kebumen
Abstract
Improving the quality of public services is a top priority in bureaucratic reform. Although Indonesia's Public Service Index (IPP) shows an upward trend, many problems remain, such as the high number of public complaints against local government agencies, allegations of maladministration, and the suboptimal use of technology and digital competence of civil servants. The background of this research is based on the demands of bureaucratic reform that emphasize improving service quality through the use of technology and strengthening human resource capacity. The purpose of this research is to determine the influence of information technology and competence on service quality. The research was conducted using a quantitative approach with a purposive sampling technique, involving 80 respondents from the civil servant population using personnel services. Data processing was obtained through observation, questionnaire distribution using a Likert scale, and literature study, then analyzed using SmartPLS software version 4. These findings indicate that information technology has a positive and significant effect (t-statistic value of 3.045) on service quality, especially in improving service accessibility, accuracy, and speed. Meanwhile, employee competency (t-statistic value 4.120) has a positive and significant effect on service quality, including aspects of professionalism, responsiveness, and reliability. This finding underscores the importance of integrating digital transformation and ASN competency development as a key strategy for improving effective, efficient, and customer-satisfaction-oriented public services.
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