Impact of HR competence, work discipline, and environment on service quality at Dadahup Subdistrict Office

Abstract

This study aims to examine and analyze the influence of human resource competence, work discipline, and work environment on the quality of public services at the Dadahup Subdistrict Office, Kapuas Regency, Central Kalimantan Province. Public service is a reflection of government performance and is expected to be delivered professionally, timely, and responsively. However, initial observations revealed service delays, lack of employee responsiveness, and suboptimal facilities, indicating the need to investigate the contributing factors. This research uses a quantitative causality approach, which explores cause-and-effect relationships between variables. The independent variables include human resource competence—measured through knowledge, skills, attitudes, and other behavioral indicators—work discipline, and work environment, while the dependent variable is service quality, assessed through five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through observation, interviews, and structured questionnaires distributed to selected respondents. Both primary and secondary data were analyzed using SPSS for Windows. The validity, reliability, classical assumption, and multiple linear regression tests were conducted. The findings show that human resource competence, work discipline, and work environment have a significant simultaneous effect on service quality. Among these, the work environment emerged as the most dominant factor influencing service quality at the Dadahup Subdistrict Office. The study concludes that improving employee competence, enforcing work discipline, and enhancing the physical and organizational environment are crucial to delivering better public services