The Effect of Hard Skill and Soft Skill Competency on Improving the Quality of Services in Public Services Malls at Banyuwangi Regency


Authors : Anang Hadi Priyono; Suwignyo Widagdo; Yuniorita Indah Handayani

Volume/Issue : Volume 6 - 2021, Issue 9 - September

Google Scholar : http://bitly.ws/gu88

Scribd : https://bit.ly/3AQlVjl

This study aims to partially test and analyze the effect of hard skill and soft skill competence on improving service quality at public service centers in Banyuwangi district, then simultaneously test and analyze the effect of hard skill and soft skill competencies on improving service quality at public service centers in Banyuwangi district. Explanatory research used in this study, and data analytic procedures included the Instrument Test, Classical Assumption Test, and Multiple Linear Regression Analysis. The sample methodology employed in this research was purposive sampling. The study's results indicate that the t test implies that the hard skills (X1) and soft skills (X2) competence variables have a partially positive and significant influence on improving service quality at the Banyuwangi Regency public service mall, while the simultaneous significance test (F Test) implies that the hard skills (X1) and soft skills (X2) competence variables have a simultaneous effect on service quality. The findings of this study can be utilized as a reference or guidance for the Head of the Public Service Mall while making decisions. With the results acquired, it is better to provide direction to employees in order to enhance their hard skills and soft skills in the form of sincerity, paying greater attention, patience, and friendliness of officers when serving customers who use the services at Banyuwangi public services mall.

Keywords : Public Services Mall; Hard Skill and Soft Skill; Multiple Linear Regression Analysis

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