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All Journal Digital Innovation : International Journal Of Management
Hutubessy, Eline Octoviana
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Decision Sciences, Operations Research & Management

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The Relationship between Employee Competency and the Quality of Office Administration Services in Ambon City Government Agencies Hutubessy, Eline Octoviana
Digital Innovation : International Journal of Management Vol. 3 No. 3 (2026): July: Digital Innovation : International Journal of Management
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/digitalinnovation.v3i3.726

Abstract

The low competence of apparatus in various regions, especially in the aspect of information technology and mastery of service procedure standards, is one of the main factors that cause the quality of administrative services to be not optimal and has not fully met the expectations of the public as service users. This study aims to analyze and describe the relationship between employee competence and the quality of office administration services in Ambon City government agencies. Data collection was carried out through a structured questionnaire distributed to  State Civil Apparatus (ASN) employees who are directly in charge of the office administration service unit, with purposive sampling techniques using the Slovin formula. Employee competency variables are measured through three main dimensions, namely technical, managerial, and socio-cultural competencies, while service quality is measured using the ServQual model  which includes five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The results of the study showed that the overall level of employee competence was in the high category with an average score of 3.86 out of a maximum scale of 5, while the quality of office administration services was also in the high category with an average score of 3.80. The results of the correlation test showed a value of the Spearman Rank correlation coefficient of 0.712 with a significance value of p = 0.000, which was smaller than the significance level of 0.05, thus proving the existence of a positive, strong, and significant relationship between employee competence and the quality of office administration services.
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