Pengaruh Kompetensi, Disiplin Kerja, Dan Motivasi Pegawai Terhadap Kualitas Pelayanan Publik Di Mal Pelayanan Publik Kabupaten Rembang
Keywords
Employee Competence, Work Discipline, Work Motivation, Public Service Quality, Public Service MallAbstract
The Public Service Mall of Rembang Regency was established to provide faster, more accessible, and integrated services, yet its success largely depends on the quality of the human resources who interact directly with the public. This study aims to analyze the effects of employee competence, work discipline, and work motivation on public service quality at the Public Service Mall of Rembang Regency, both partially and simultaneously. The study employed a quantitative approach with a survey design. The sample consisted of 154 service users selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed through multiple linear regression with SPSS. The results indicate that employee competence has a positive and significant effect on public service quality, with a regression coefficient of 0.504 and a significance value of less than 0.001. Work discipline also has a positive and significant effect, with a regression coefficient of 0.193 and a significance value of 0.025. Work motivation has a positive regression coefficient of 0.128, but its effect is not statistically significant, with a significance value of 0.080. Simultaneously, the three independent variables have a significant effect on public service quality, as indicated by an F-value of 278.423 and a significance value of less than 0.001. The R Square value of 0.848 shows that employee competence, work discipline, and work motivation explain 84.8 percent of the variation in public service quality. Improving service quality should therefore prioritize employee competence development and stronger work discipline, accompanied by more structured management of employee motivation
References
Afifah, A., Orbawati, E. B., Mahendradi, M., & Nugraha, J. T. (2024). Mengatasi Tantangan Pelayanan Publik: Analisis Inovasi Mal Pelayanan Publik Kota Magelang. Jurnal Ilmiah Global Education, 5(1), 115–122. https://doi.org/10.55681/jige.v5i1.2222
Afrendi, B., Wardani, F. A., & Ferianto, A. (2025). Efektivitas Pelayanan BPJS Kesehatan di Mal Pelayanan Publik Kabupaten Sleman. Jurnal Masyarakat Desa, 5(1). https://jurnal.apmd.ac.id/index.php/JMD/article/view/588%0Ahttps://jurnal.apmd.ac.id/index.php/JMD/article/download/588/313
Ariyanti, A. D., Simanjuntak, J. H., Jafar, M. I., & Nugroho, R. (2024). Analisis Implementasi Kebijakan Mal Pelayanan Publik di Indonesia. Jurnal Informatika Ekonomi Bisnis, 6(4), 964–973. https://doi.org/10.37034/infeb.v6i4.1048
Buletin. (2025). Tiga Tahun Berjalan, Mal Pelayanan Publik Rembang Dinilai Baik, Namun Masih Terkendala Listrik Dan Sarana Pendukung. https://buletin.co.id/tiga-tahun-berjalan-mal-pelayanan-publik-rembang-dinilai-baik-namun-masih-terkendala-listrik-dan-sarana-pendukung/
Cahaya, Y. F., Rahardi, P. D., Pujiati, H., Erasashanti, A. P., & Bilqis, D. F. (2025). The Influence of Competence, Training and Motivation on the Performance of Employees of the National Coaching & Instructor Professional Certification Agency. InternThe Influence of Competence, Training and Motivation on the Performance of Employees of the National Coaching & Instructor Professional Certification Agencyational Journal of Financial, Accounting, and Management, 7(1), 141–155.
CBFM. (2025). Kunjungan Mal Rembang 250 orang per hari. CB FM Radio. https://cbfmradio.com/kunjungan-mal-rembang-250-orang-per-hari/
Dirwan, A. (2019). Statistika: Aplikasi Praktis untuk Penelitian. In Rajawali Pers. Depok: Rajawali Pers.
Dirwan, A. (2021). Dasar-Dasar Metodologi Penelitian. Pena Persada.
DPMPTSP Kabupaten Rembang. (2026). LAPORAN SKM. DPMPTSP Kabupaten Rembang. https://dpmptsp.rembangkab.go.id/laporan-skm/
DPMPTSP Rembang. (2025). Monitoring dan Evaluasi MPP Kabupaten Rembang Tahun 2025: Dorong Pelayanan Publik yang Lebih Prima. Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Rembang. https://dpmptsp.rembangkab.go.id/monitoring-dan-evaluasi-mpp-kabupaten-rembang-tahun-2025-dorong-pelayanan-publik-yang-lebih-prima/
Dwiyanto, A. (2021). Reformasi birokrasi publik di Indonesia. Ugm Press.
Erdi, & Rohilie, H. F. (2023). Evaluasi Penyelenggaraan Pelayanan Publik Dalam Kerangka Good Governance Pada Mal Pelayanan Publik Kota Singkawang. 9(1), 36–52.
Faeni. (2023). SERVQUAL measures: Indonesian government healthcare (BPJS) from a human resource perspective. Journal of Infrastructure, Policy and Development, 8(2), 2271.
Faul, F., Erdfelder, E., Buchner, A., & Lang, A.-G. (2009). Statistical power analyses using G*Power 3.1: Tests for correlation and regression analyses. Behavior Research Methods, 41(4), 1149–1160. https://doi.org/10.3758/BRM.41.4.1149
Field, A. (2024). Discovering statistics using IBM SPSS statistics. Sage publications limited.
Fitrianto, M. R., & Muhammad, J. A. (2023). Kinerja Pelayanan Publik Berdasarkan Survei Kepuasan Masyarakat Pada Mall Pelayanan Publik (Studi Komparasi Pada Mall Pelayanan Publik Kabupaten Rembang Dan Kabupaten Pati). Ilmu Administrasi Negara, 7(April), 64–81. http://ejournal.upnjatim.ac.id/index.php/jdg/article/view/1198
Ghozali, I. (2016). Aplikasi analisis multivariete dengan program IBM SPSS 23. Semarang: Badan Penerbit Undip.
Ghozali. (2021). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 26. Badan Penerbit Universitas Diponegoro.
Gujarati, D. N., & Porter, D. C. (2020). Basic Econometrics (6th ed.). McGraw-Hill Education.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. Cengage Learning.
Hair, J., Page, M., Brunsveld, N., Merkle, A., & Cleton, N. (2023). Essentials of Business Research Methods. Routledge.
Hardiyansyah, H. (2018). Kualitas pelayanan publik: Konsep, dimensi, indikator dan implementasinya. Gava Media.
Hasibuan, M. S. P. (2019). Manajemen Sumber Daya Manusia. Bumi Aksara.
Hasiholan, P., Jeddawi, M., & Sartika, I. (2020). Implementasi Mal Pelayanan Publik Di Kota Bekasi Provinsi Jawa Barat. VISIONER : Jurnal Pemerintahan Daerah Di Indonesia, 12(2), 405–422. https://doi.org/10.54783/jv.v12i2.286
Hidayatullah, G. M. (2024). Penerapan Pelayanan Prima pada Mal Pelayanan Publik Kabupaten Hulu Sungai Utara. SENTRI: Jurnal Riset Ilmiah, 3(3), 1219–1229. https://ejournal.nusantaraglobal.ac.id/index.php/sentri/article/view/2407
Humas KemenpanRB. (2025). Peresmian Mal Pelayanan Publik Triwulan III 2025. Kementerian Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi. https://www.menpan.go.id/site/berita-foto/peresmian-mal-pelayanan-publik-triwulan-iii-2025
James, G., Witten, D., Hastie, T., & Tibshirani, R. (2021). An Introduction to Statistical Learning with Applications in R. Springer Texts in Statistics (STS).
Lakens, D. (2022). Sample size justification. Collabra: Psychology, 8(1), 33267.
Lestari, R. D., Sarofah, R., Isbandi, F. S., Setiawan, S., & Fadli, Y. (2023). Inovasi Mal Pelayanan Publik Di Kota Tangerang Selatan. Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 10, 44–56.
Maesarini, I. W., Setiawan, D. R., & ... (2021). Analisis Indeks Kepuasan Masyarakat Pada Mall Pelayanan Publik Kota Bekasi Tahun 2020. … Administrasi: Jurnal Ilmiah …, 8(2), 165–171. https://ojs.stiami.ac.id/index.php/reformasi/article/view/1918
Mangkunegara, A. P. (2017). Manajemen Sumber Daya Manusia Perusahaan. Bandung : PT Remaja Rosdakarya.
Moeheriono. (2017). Pengukuran kinerja berbasis kompetensi. Jakarta: Raja Grafindo Persada.
Muliani, B., & Tukiman, T. (2024). Evaluasi Kualitas Layanan di Mal Pelayanan Publik Kabupaten Tulungagung: Sebuah Pendekatan Kuantitatif. NeoRespublica : Jurnal Ilmu Pemerintahan, 6(1), 1–17. https://doi.org/10.52423/neores.v6i1.281
Murwijaya, I., & Syamsunasir, S. (2025). The Influence of Compensation, Work Environment, Job Satisfaction, and Emotional Intelligence on Employee Performance : A Literature Review. Dinasti International Journal of Management Science, 6(3), 601–611. https://doi.org/10.38035/dijms.v6i3.4320
OECD. (2019). Recommendation of the Council on Public Service Leadership and Capability. Organisation for Economic Co-Operation and Development.
Osborne, S. P. (2018). From public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation? In Public management review (Vol. 20, Issue 2, pp. 225–231). Taylor & Francis.
Pajrani, F. A., Taufik, & Makmur, M. (2025). Analisis Kualitas Pelayanan Publik pada Mal Pelayanan Publik Kota Kendari. Trajectories of Public Administration, 2(1), 68–80. https://trajectories.uho.ac.id/index.php/journal
Pemkab Rembang. (2022). Mal Pelayanan Publik Sudah Dibuka, Ini Ratusan Layanannya. Pemerintah Kabupaten Rembang. https://rembangkab.go.id/berita/mal-pelayanan-publik-sudah-dibuka-ini-ratusan-layanannya/
Pemkab Rembang. (2024). Genap Dua Tahun, Mal Pelayanan Publik Rembang Layani 168.362 orang. Pemerintah Kabupaten Rembang. https://rembangkab.go.id/berita/genap-dua-tahun-mal-pelayanan-publik-rembang-layani-168-362-orang/?utm_source=chatgpt.com
Putra, I. N., Sudiarso, A., Khaerudin, K., & Susilo, A. K. (2023). Combine of Blue Ocean Strategy-System Dynamics for National Maritime Strategy in Indo-Pacific Region. International Journal of Intelligent Systems and Applications in Engineering, 11(2), 595–617.
Rivai, A. (2020). Pengaruh kepemimpinan transformasional dan budaya organisasi terhadap kinerja karyawan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), 213–223.
Robbins, S. P., & Judge, T. A. (2022). Organizational Behavior. In Pearson Education. Harlow: Pearson Education.
Saepudin, F., & Jumanah. (2024). Inovasi Mal Pelayanan Publik di Indonesia Firman. 126–130.
Sari, R. P., & Rahayu, A. Y. S. (2021). Faktor-Faktor Yang Mempengaruhi Implementasi Kebijakan Penyelenggaraan Mal Pelayanan Publik. Perspektif, 10(1), 218–229. https://doi.org/10.31289/perspektif.v10i1.4300
Seabrook, J. A. (2025). Powering nutrition research: practical strategies for sample size in multiple regression. Nutrients, 17(16), 2668.
Sedarmayanti, H. (2018). Manajemen sumber daya manusia; reformasi birokrasi dan manajemen pegawai negeri sipil. Bandung : Refika Aditama.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. West Sussex: John Wiley & Sons.
Sekarsari, R. W. (2023). Analisis Optimalisasi dan Evaluasi Pelayanan Pada Mal Peyanan Publik Merdeka Kota Malang. Public Corner, 18(1), 137–156. https://doi.org/10.24929/fisip.v18i1.2630
Sentana, H. S., Suksmono, A. K., & Sari, C. A. N. (2024). Evaluasi Waktu Dan Biaya Menggunakan Earned Value Method (EVM) Pada Gedung Mal Pelayanan Publik (MPP) Kota Tegal. Pasak: Jurnal Teknik Sipil Dan Bangunan, 2(1), 13–19. https://doi.org/10.32699/pasak.v2i1.7886
Sugiyono. (2018). Metode penelitian kuantitatif. Bandung : Alfabeta.
Suryanegara, A. H. (2019). Reformasi Birokrasi dan Pemenuhan Hak Warga dalam Mengakses Pelayanan Publik melalui Mal Pelayanan Publik. Volksgeist: Jurnal Ilmu Hukum Dan Konstitusi, 2(2), 189–205. https://doi.org/10.24090/volksgeist.v2i2.2870
Sya’rani, R., Akhmad, B., Khalisah, N., & Setiawan, I. (2024). Analisis Kepuasan Masyarakat di Mal Pelayanan Publik Kabupaten Banjar. NNOVATIVE: Journal Of Social Science Research, 4(5), 3529–3537. https://repository.upnjatim.ac.id/id/eprint/23274
Tjiptono, F. (2020). Service management mewujudkan layanan prima.
Turner, M., Prasojo, E., & Sumarwono, R. (2022). The challenge of reforming big bureaucracy in Indonesia. Policy Studies, 43(2), 333–351. https://doi.org/10.1080/01442872.2019.1708301
Wibowo. (2016). Manajemen Kinerja. Jakarta : Rajawali Pers.
Wooldridge, J. M. (2020). Introductory Econometrics: A Modern Approach (7th ed.). Cengage Learning.
Yanuartanti, S., Saleh, C., & Amin, F. (2019). Evaluasi Penyelenggaraan Mall Pelayanan Publik Publik Prima. 5(6), 420–426.
Yusuf, M. F. R., & Susanto, A. H. (2024). Pengaruh Motivasi Kerja Dan Pelatihan Terhadap Kinerja Karyawan Di Mal Pelayanan Publik Kabupaten Maros Sulawesi Selatan. Jurnal Manajemen Riset Inovasi, 2(3), 222–240. https://doi.org/10.55606/mri.v2i3.3099
