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INTERNATIONAL JOURNAL OF SOCIAL SERVICE AND
RESEARCH
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Geby Riskina, Yusnaidi
Faculty of Economics, Teuku Umar University,
Aceh, Indonesia
Email: [email protected], [email protected]
Abstract
The Samatiga District Head Office is a
government agency whose job is to provide convenience for the community in
managing local government, this government agency was established to provide
services to the community. The purpose of this research is to find out how much
influence the work ability of employees and the quality of public services have
on community satisfaction. The location of this research was conducted at the Samatiga District Head Office. The research sample studied
was 100 people, from a total population of 15, 688 people. Sampling was done by
means of a random sample method. The sample was selected according to the
criteria related to the study. The results obtained from the R test results
obtained that the value of the X variable can affect the Y variable by 5.75%
and from the linear regression equation on the t test, namely
Y=7.271+0.123X1+0.501X2. The results of the f test of the work ability variable
X1, the variable quality of public services X2 are simultaneously related to
the variable of community satisfaction (Y). With a significant level < than
0.05.
Keywords: ability, public service quality, community
satisfaction
Received 24
October 2021, Revised 5 November 2021, Accepted 10 November 2021
INTRODUCTION
Education is a process to create and shape
character in developing abilities both in terms of work skills or other
abilities that can encourage development for oneself and society (Rustaman, 2011).
Education can also build the latent abilities in employees because with
education an employee can have the quality of work that is expected by the
community and the institution where they serve. Work ability is an optimistic
attitude that needs to be developed by an employee in doing his job with an
optimistic attitude that all work will be easily completed (Risqon
& Purwadi, 2012). Work ability is an attitude that must be applied by each employee to be
able to build and provide good work for the agency because with work ability it
can build positive things with quality of life, productivity, and welfare (Fernandes,
2019).
The abilities possessed by an employee encourage
employee work loyalty (Soegandhi,
2013), because with the abilities possessed by their employees they will
always work without getting excessive problems with their performance because
with their abilities they can solve problems that exist in the agency .
Efforts to improve the quality of service, it is
necessary to have employees who have the ability, especially the ability in the
field of work (Kesumajayansyah,
Yuwono, & Ari, 2014). Work ability is obtained from good work. Optimal work ability can be
created if employees have education and are loyal to their performance. Work
ability is a desire carried out by an employee in developing the knowledge
possessed, the ability is needed to enable employees to work in a certain way
according to the education they take (Laili,
2016).
The quality of public services is a result of the
work given by an employee to the community where the quality of service can be
felt by the community if the employees are loyal at work (Handayani
& Suryani, 2019). The quality of good public services will have a good impact on the
community, this can provide positive results for the relevant agencies and can
create optimal community satisfaction. The situation in excellent service
conditions and also the quality of service, is expected to be applied in all
public service institutions, including government institutions at the
sub-district level. This is also expected to happen at the Samatiga
District Head Office. Community satisfaction can be felt if the service received
is in accordance with the expectations that the community wants because good
service can foster trust and satisfaction for the community. Employees who are
loyal to their performance will always be able to meet targets in their
performance.
The Samatiga District
Head Office is one of the sub-districts located in West Aceh District with a
population of almost 16,000 people. With such a large population, the Samatiga District Head Office needs to improve the work
ability of employees to be able to balance and provide optimal services to the
community. Initial monitoring carried out at the Samatiga
Sub-district Head Office, the services provided were
not fully optimal due to lack of discipline by employees. Employees still roam
outside the office during office hours and leave before office hours end. It is
also seen in the ability of employees who have not been optimal in providing
services to the community because employees do not have the ability to work in
their respective fields (Qibtiah
& Ertika, 2021).
METHOD
To obtain the results of the study, the authors conducted
research at the Samatiga District Head Office. The
population in this study was the people of Samatiga
District, amounting to 15,688 people, according to the ability of the
researchers the sample taken was 100 people of Samatiga
District. By using the random sample method. Data collection techniques in this
study were done by filling out questionnaire sheets to each research
respondent. Then the results of distributing the questionnaires were collected
again to get the results of the research conducted.
To analyze the results of the study the authors conducted
a hypothesis test. This research method focuses on quantitative research (Cresswell,
2017),
which is the result of research obtained from a list of questionnaires and then
analyzed according to the research objectives. To analyze the results of the
questionnaire, it is necessary to do a multiple linear regression test
consisting of a regression test or r test, t test and f test. (X1), the service
quality of the independent variable (X2) on the dependent variable of community
satisfaction (Y), this calculation uses the SPSS V.22.0 application, then the
regression equation is (Sujarweni
& Utami, 2019):
y
= a + b1 x1 + b2 x2 + e
Information:
y
�������� = dependent variable,
a
�������� = constant,
b1
������ = ability to work,
b2
������ = quality of public services and
e
�������� = standard error.
To find out the results of the research the author uses a
Likert scale measuring instrument with a score of 1 for strongly disagree, 2
disagree, 3 disagree, 4 agree, and 5 strongly agree.
RESULTS
AND DISCUSSION
Table 1
Regression Test Results
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Model Summary
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Model
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R
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R Square
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Adjusted R Square
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Std. Error of the Estimate
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|
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1
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.575a
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.331
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.317
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.37731
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a.
Predictors:
(Constant), Average_X2, Average_X1
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The results of regression testing on the variable of
work ability (X1), quality of public services (X2) on community satisfaction
(Y). The results of the correlation analysis (R) obtained from the results of
the regression test from the table above, it was found a relationship between
the X variable and the Y variable. It is known that the value of the X variable
affects the Y variable by 57.5%.
Table 2
Results of Calculation of
Linear Regression X1 Against Y
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Coefficientsa
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Model
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Unstandardized Coefficients
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Standardized Coefficients
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T
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Sig.
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B
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Std. Error
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Beta
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1
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(Constant)
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3.226
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.338
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9.554
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.000
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Results Average workability X1
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.183
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.084
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.216
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2.193
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.031
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a.
Dependent Variable:
Average_Y
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The linear regression equation between employee work
ability (X1) and community satisfaction (Y) is Y=3.226 + 0.183 X1. From the
results of data processing, if the employee's ability to work is improved, then
community satisfaction will increase by 0.183 units. And T count 2.193 >
from T table 1.984, and the limit of sig < from 0.05%.
Table 3
Results of Calculation of
Linear Regression X2 Against Y
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Model
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Unstandardized Coefficients
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Standardized Coefficients
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T
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Sig.
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B
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Std. Error
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Beta
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1
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(Constant)
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1.877
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.316
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5.937
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.000
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Results Average quality of public
services X2
|
.519
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.078
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.557
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6.637
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.000
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a. Dependent Variable: Average_Y
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The relationship between the variable quality of
public service (X2) and the variable of public satisfaction (Y) obtained a
regression equation of Y=1.877 + 0.519 X2. The results of the regression can be
interpreted that if public services are improved it will increase community
satisfaction by 0.519 units. The calculated T value is 6,637 > from T table
1,984, and the limit of sig < from 0.05%.
Table 4
Relationship of X1 and X2 to
Y
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Model
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Unstandardized Coefficients
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Standardized Coefficients
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T
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Sig.
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B
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Std. Error
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Beta
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1
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(Constant)
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7.271
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.396
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3.669
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.000
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Average Workability X1
Average� Quality of Public Service X2
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.123
.501
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.071
.078
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.146
.538
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1.739
6.419
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.085
.000
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a.
Dependent Variable:
Average_Y
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From the results of the regression calculations for
variables X1 and X2 to Y, the regression equation Y=7.271+0.123X1+0.501X2. From
the results of the t-test on the research variables that partially the X
variable of work ability and the quality of public services affect the Y
variable of community satisfaction.
Table 5
F Test Calculation Results
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Model
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Sum of Squares
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Df
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Mean Square
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F
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Sig.
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1
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Regression
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6.831
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2
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3.416
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23.992
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.000b
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Residual
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13.809
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97
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.142
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Total
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20.640
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99
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a.
Dependent Variable:
AverageY
Source: 2021 data analysis
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The results of the F test of the work ability
variable (X1), the quality of public services (X2) can have a simultaneous
effect on community satisfaction (Y). It is known that the calculated F value
is 23,992. These results show the calculated F value > from F table 3.090, and
sig < 0.05 (0.05 > 0.00), then from the results of the study the hypothesis
was accepted.
CONCLUSION
The results of the regression
analysis of correlation analysis (R) calculation of the X variable affect the Y
variable by 57.5%. This means that 57.5% of the factors that influence people's
satisfaction can be explained by the regression equation Y=7.271+0.123X1+0.501X2.
The results of the t-test on the workability variable X1 are 2.193 > than ttable 1.984. The results of the t-test on the service
quality variable X2, the t-count value obtained is 6,637> than the ttable of 1,984. The results of the f test or simultaneous
test with a significant value of 0.05%, it is known that the fcount value is 23,992 and the ftable
value is 3,090. This indicates that fcount > than ftable with a significant value < 0.05 (0.000<0.05).
From the results of research on the effect of work ability X1, the quality of
public services can affect the Y variable of community satisfaction by 57.5%.
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