Title: THE EFFECT OF EDUCATION AND TRAINING AND WORK MOTIVATION OF OFFICIALS ON PUBLIC SERVICES AT PUBLIC HEALTH CENTERS IN ROKAN HILIR DISTRICT, RIAU PROVINCE

Authors: INDRA PUTRAYANA

Item Type : Thesis (Thesis)

Affiliations: Master of Management Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia

Publisher: Universitas Airlangga

Abstract

Human resource development is an effective way for organizations to improve their services. In this regard, several opinions have been put forward that human resources in an organization are a source of sustainable competitive advantage. To improve employee productivity effectively and efficiently, education and training are needed. Thus, by improving employee capabilities, it is hoped that employee productivity can be optimally increased, which will ultimately help the organization achieve its goals in accordance with the organization's vision and mission. Organizational policies must be able to motivate each member and group so that they can fully contribute to the organization. In addition, each member of the organization is expected to be fully responsible for the tasks and functions delegated to them. A good organization must always make continuous improvements to the quality of its output. Community Health Centers, as organizations that produce output in the form of services, must also continuously improve the quality of their services to the public effectively. Good service will position the Community Health Center in a positive image in the community. And this will certainly be a strength that the Community Health Center has to win the fierce competition. Based on both direct field experience and secondary data, it is clear that the performance of Community Health Centers (PUSKESMAS) in Rokan Hilir Regency did not show any improvement during the 2002-2004 period. In fact, it can be generally concluded that the quality of service at Community Health Centers in Rokan Hilir Regency is far below the standard of good service quality. Numerous public complaints regarding dissatisfaction with services, such as slow service, negligence of officers, and unprofessional service, are reported. This low quality of service is caused by educational backgrounds and training that are not yet in line with the qualifications of reliable and competent human resources. This is compounded by the fact that the work motivation of officers does not fully support the implementation of their duties or does not carry out service functions properly. This results in the prospect of public service tending to be ineffective and inefficient, which further impacts the implementation of good work. This study aims to analyze the influence of education and training, as well as the work motivation of officers, on the effectiveness of public services at Community Health Centers (Puskesmas) in Rokan Hilir Regency, Riau Province. This research was conducted for three months (October 1, 2005 - December 31, 2005). The population in this study were all structural officials in 10 (ten) Public Health Centers (PUSKESMAS) in Rokan Hilir Regency, Riau Province in 2005. Because the population in this study was relatively small, the sample used in this study was old with a total population of 40 respondents. The instrument used in this study was a questionnaire. After the data needed in the study was collected, the next step was to analyze the validity and reliability of the data. Invalid and unreliable data were discarded from the analysis, while valid and reliable data were used for further analysis. Before conducting the hypothesis test, a classical test was first conducted to avoid data bias. The classical tests used were multicollinearity, heteroscedasticity, and normality tests. Then, a hypothesis test was conducted to answer the research hypothesis. From the results of statistical tests using SPSS 13 software, the following results were obtained: The results of the validity and reliability test of the question items indicate that in the DIKLAT variable, all questions are valid and reliable. This means that all questions in the DIKLAT variable can be used as proxies to measure the DIKLAT variable. The results of the validity and reliability test of the questions in the MOTIVATION variable indicate that question item no. 3 is invalid, so this question item cannot be used for hypothesis testing (must be removed), while the other question items are valid and reliable. And the results of the validity and reliability test of the questions in the SERVICE variable, indicate that questions no. 6, 7, and 8 are invalid and unreliable, so these questions must be removed from the SERVICE variable, while the other questions in the SERVICE variable are valid and reliable. The results of the classical test indicate that the regression model formed is free from multicollinearity. This can be seen from the VIF value of 1.019 (less than 10). And the regression model is free from heteroscedasticity, this can be seen from the spread of sample points on the analysis result graph (does not form certain patterns). The results of the normality test indicate that the data used in this study tend to be non-normal. The F test results indicate that this research model is suitable for use because its significance is 0.000 (sig <0.05). This means that the TRAINING and MOTIVATION variables together have a significant effect on the SERVICE variable. So it can be concluded that alternative hypothesis 1 (one) is accepted (H1 is accepted). The t test results show that the MOTIVATION variable has a more significant effect than the TRAINING variable. This can be seen in its smaller significance value compared to the TRAINING variable (0.000 > 0.028). This means that alternative hypothesis two is accepted (H2 is accepted). This can also be seen from the regression coefficient of the MOTIVATION variable having a greater value than the TRAINING variable. This means that the MOTIVATION variable has a more significant influence than the TRAINING variable (0.871 > 0.604). The results of the R2 (R Square) calculation show a value of 0.389. This means that the dependent variable (SERVICE) can be explained by the independent variables (TRAINING and MOTIVATION) by 38.90%, while the remainder is explained by other factors (socio-cultural and work environment as well as factors not identified by the author).

Keywords: Community Health Center; Training; Motivation; Service

Sources: http://repository.unair.ac.id/36374/