PENGARUH KOMPETENSI SUMBER DAYA MANUSIA, SARANA DAN PRASARANA, PROSES PELAYANAN TERHADAP KUALITAS PELAYANAN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN PANGKEP

Muh Sabil Ardy. 2021. The Effect of Competency of Human Resources, Facilities and
Infrastructure, Service Processes on Service Quality at the Investment and One Stop
Service Office of Pangkep Regency, supervised by Asniwati and Didik Handayani Gusti.


This study aims to determine the effect of Competency in Human Resources,
Facilities and Infrastructure, Service Processes on Service Quality at the Investment and
One- Stop Service Office of Pangkep Regency.

This study uses a quantitative approach which was carried out in DPMPTSP
Pangkep Regency. The population in this study were all people who came to apply for
permits from January to May 2021, as many as 626 applicants. The sample in this study
was 86 people who came to DPMPTSP to apply for access. Methods of data collection
using questionnaires and processed using SPSS.

Based on the results of the analysis of HR competency data (0.002) and service
processes (0.000), partially gave a positive and significant influence on service quality in
DPMPTSP Pangkep Regency. While facilities and infrastructure (0.078) partially did not
have a positive and significant effect on service quality. Simultaneously the competence of
human resources, facilities and infrastructure have a positive and significant influence on
service quality. The service process dominantly (53.8%) has a considerable effect on the
service quality of the Pangkep Regency Investment and One- Stop Service.