Analisis Manejemen Sumber Daya Manusia dalam Meningkatkan Mutu Pelayanan Publik di Samsat Kabanjahe

Abstract

Mukhlis Syarif Siregar, Tahun 2026, Analisis Manejemen Sumber Daya Manusia Dalam Meningkatkan Mutu Pelayanan Publik Di Samsat Kabanjahe, Tesis Program Studi Magister Administrasi Publik, Program Pascasarjana Universitas Medan Area Medan.Penelitian ini bertujuan menganalisis manajemen sumber daya manusia dalam meningkatkan mutu pelayanan publik di UPT PEPENDA (SAMSAT) Kabanjahe. Penelitian menggunakan metode deskriptif dengan pendekatan kualitatif melalui observasi dan wawancara terhadap kepala UPT, kasubbag TU, pegawai, serta masyarakat sebagai wajib pajak. Hasil penelitian menunjukkan bahwa kualitas pelayanan sangat dipengaruhi oleh pengelolaan SDM sebagai penggerak utama sistem pelayanan, baik administrasi pajak kendaraan bermotor maupun interaksi langsung dengan masyarakat. Pembagian tugas yang jelas, koordinasi antarunit, dan komitmen pegawai mendukung kelancaran pelayanan meskipun terdapat keterbatasan jumlah pegawai. Rekrutmen formal telah menghasilkan aparatur dengan kompetensi dasar yang memadai, namun penyesuaian dengan kebutuhan riil pelayanan masih perlu ditingkatkan. Pelatihan berkontribusi pada peningkatan kompetensi teknis dan sikap pelayanan, walaupun frekuensinya belum merata. Faktor pendukung meliputi pengalaman pegawai, struktur organisasi, dukungan pimpinan, dan teknologi informasi, sedangkan hambatan utama berupa keterbatasan SDM, beban kerja, fasilitas, dan kondisi geografis. Mukhlis Syarif Siregar, 2026. An Analysis of Human Resource Management in Improving the Quality of Public Services at the Kabanjahe SAMSAT. Master’s Thesis, Master of Public Administration Program, Graduate School, Universitas Medan Area, Medan. This study aims to analyze human resource management in improving the quality of public services at UPT PEPENDA (SAMSAT) Kabanjahe. The research employed a descriptive method with a qualitative approach through observation and interviews with the head of the UPT, the head of the administrative subdivision, staff members, and members of the public as taxpayers. The findings indicate that service quality is strongly influenced by human resource management as the main driving force of the service system, covering both motor vehicle tax administration and direct interaction with the public. Clear task distribution, inter-unit coordination, and employee commitment support service effectiveness despite limitations in staffing. Formal recruitment has produced personnel with adequate basic competencies; however, alignment with actual service needs still requires improvement. Training contributes to enhancing technical competencies and service attitudes, although its frequency and distribution remain uneven. Supporting factors include employee experience, organizational structure, leadership support, and information technology, while major obstacles involve limited human resources, workload pressures, inadequate facilities, and geographical challenges.