Penaruh Kualitas Sumber Daya Manusia Pegawai Kantor Pengawasan Bea dan Cukai Tipe Madya Pabean B Medan Terhadap Kualitas Pelayanan Pengguna Jasa

Abstract

The quality of public services is influenced by many factors such as service infrastructure, human resource education, well-organized management, staff integrity, and so on. Therefore we need a tool to assess comprehensively the quality of the service. One of the media or ways that can be taken is to conduct a survey directly and thoroughly to the public who receive public services from relevant government agencies. Based on the problems in pulling a problem that is how the influence of the quality of Human Resources on service quality of service users at KPPBC TMP B Medan. whether the obstacles faced by KPPBC TMP B Medan in improving the quality of service to service users. From the problems that have been formulated above, the purpose of this research is to know how the influence of the quality of Human Resources on service quality of service users on KPPBC TMP B Medan and the obstacles faced. The research approach used in this thesis is by using descriptive analysis with quantitative approach. This type of research is to obtain accurate information about the quality of human resources of employees at the Office of Supervision and Service of Customs and C TMP B Medan on the quality of service by distributing questionnaires in the form of questionnaires to the service users to obtain accurate data. Based on the results of research known that the quality of human resources owned by KPPBC TMP B Medan can be categorized well. The influence of human resource quality on service quality at KPPBC TMP B Medan from correlation analysis result obtained r value = 0.97 which can be interpreted that quality of human resource have positive and significant effect to service quality.