Pengaruh Kualitas Sumber Daya Manusia Terhadap Kualitas Pelayanan Publik pada PT. Pegadaian (Persero) Cabang Kampung Lalang Medan

Abstract

One part of PT. Pegadaian Region I Medan City is PT. Pegadaian (Persero) Branch Office Kampung Lalang which has 8 (eight) UPC, where all outlets also distribute products one of which is Kreasi. However, the distribution of Creative products in Lalang Kampung Branch Office has not shown satisfactory results compared to the distribution of other branch office creations that are geographically located around the outlet of Lalang Kampung. Based on the above, it can be formulated problem statement (Problem Statement) in this research is how Influence of Quality of Human Resources to Quality Service obstacles faced by PT. Pegadaian (Persero) Branch Kampung Lalang. The author uses quantitative descriptive research method in this study. Based on the background of problems and problem formulation, the goal to be achieved through this research is to analyze the influence of quality of human resources on the quality of service at PT. Pegadaian (Persero) Branch Kampung Lalang and analyze the obstacles faced by PT. Pegadaian (Persero) Branch Kampung Lalang in improving the quality of service. Based on the results of research known that the quality of human resources owned by PT. Pegadaian (Persero) Branch Kampung Lalang already can be categorized well. Effect of quality of human resources on service quality at PT. Pegadaian (Persero) Branch Kampung Lalang Medan from the results of correlation analysis obtained value r = 0.96 which can be interpreted that the quality of human resources have a positive and significant impact on service quality.