PERANAN KEMAMPUAN SUMBER DAYA MANUSIA DALAM PEMBERIAN PELAYANAN KEPADA MASYARAKAT
Kata Kunci:
Human Resources, Public Service, Motivation, Professionalism, Good GovernanceAbstrak
This study aims to analyze the role of human resource (HR) capabilities in delivering public services at the Baruga District Office, Kendari City, with a focus on aspects of motivation, personal characteristics, self-concept, knowledge, and skills of civil servants in implementing land administration services. Human resource development is considered a strategic factor in realizing effective, transparent, and citizen-oriented governance. This research employs a qualitative descriptive approach with data collection techniques including in-depth interviews, field observations, and documentation involving both civil servants and service users. Data analysis was conducted interactively following the model of Miles, Huberman, and Saldaña (2014), consisting of data reduction, data display, and inductive conclusion drawing.
The results indicate that the overall HR capability at the Baruga District Office is in the “good” category, though it has not yet reached optimal effectiveness in achieving efficient and responsive public service delivery. Employee motivation has a significant impact on improving service performance, while personal characteristics and self-concept reflect a satisfactory level of professionalism but still require reinforcement of work ethics and greater awareness of social responsibility. In terms of knowledge and skills, most employees understand service procedures well, yet they lack mastery of information technology and the application of service excellence principles. Overall, HR capability contributes substantially to the effectiveness of public service delivery, though challenges remain in coordination, cost transparency, and service time assurance.
This study recommends the implementation of competency-based HR development strategies, continuous training programs, and an accountable and transparent performance evaluation system. Furthermore, strengthening the values of good governance and the New Public Service approach is essential to developing civil servants who are ethical, adaptive to change, and oriented toward public satisfaction.
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