Vol. 6, No. 1, January 2025

E-ISSN:2723 – 6692

P-ISSN:2723– 6595

http://jiss.publikasiindonesia.id/

Jurnal Indonesia Sosial Sains, Vol. 6, No. 1, January 2025 37

Analysis of the Quality of Human Resources in Providing Public Services at the

Nendali Village Office, Jayapura Regency

Lidia Vega Randongkir

, Anisa Nurlitasari

Mita Koto

, Budi Supriyatno

, Azis Hakim

Universitas Krisnadwipayana, Indonesia

Email: lidiarandongk[email protected]

, anisa.nurlitasari@gmail.com

, mitakoto@gmail.com

fiaunkris@unkris.ac.id

Correspondence: lidiarandongki[email protected]m

KEYWORDS

ABSTRACT

Quality, Human Resources,

Public Services

This research aims to know, describe, and analyze the quality of human

resources in the Nendali Village Office, East Sentani District, Jayapura.

In this study, the researcher uses the Human Resource Quality Theory

that has been adjusted and modified to meet the needs of the research.

The researcher applies a qualitative approach because the object of this

research involves the activities or actions of individuals or several

office officers in carrying out their duties as public servants. Qualitative

research methods are used to study the condition of objects naturally,

in contrast to experiments, where the researcher plays the role of the

main instrument. The data collection technique is carried out through

triangulation (method combination), data analysis is

inductive/qualitative, and the research results focus on interpretation.

Based on the analysis of theories and findings in the field, it can be

concluded that the quality of human resources at the Nendali Village

Office, East Sentani District, has not fully met the expectations of the

community, so improvements are still needed in the future.

Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)

INTRODUCTION

Public services are one of the main indicators that are most visible in assessing government

performance. The public can immediately evaluate the quality of the public services received,

because this is the concern of many people and the impact is felt by all levels of society. Success

in building professional, effective, and accountable public services will increase the government's

positive image in the eyes of the public (Chen et al., 2021; Denhardt, 1988; Juran, 1995). As public

service users, the public has needs and expectations for the performance of professional service

providers. The government is responsible and has the authority to set minimum service standards.

Therefore, the involvement of all parties, starting from the government as a regulator, state

apparatus as an implementer, to the community as a supervisor of the running of public services in

accordance with the provisions of the law, is very necessary. Thus, various public complaints

conveyed through the mass media about poor public services can be immediately overcome and

turned into community satisfaction.

The enactment of Law Number 23 of (2014) concerning local government, which replaced

Law Number 32 of 2004, has provided a direction for changes in the administration of government.

Each region is given authority and is expected to be able to increase independence, both in terms

of finance and the quality of its human resources. Local governments must strive to continue to

Jurnal Indonesia Sosial Sains, Vol. 6, No. 1, January 2025 38

improve the quality of apparatus resources in various fields, because the role of human resources

is highly expected to improve organizational performance in providing excellent service to the

community, who work together to achieve certain goals (Widarko & Anwarodin, 2022).

There is a problem with the factor of inadequate employees and lack of attention in self-

development through channels such as education and training. This indicates that human resources

in the organization need to be given optimal education and training, even as good as possible.

Jayapura is a regency in Papua Province, located 101 kilometers from the city of Jayapura. East

Sentani District has three villages, namely Sentani Kota, Hinekombe, and Dobonsolo. Based on

this explanation, the author chose East Sentani District and focused on one village, namely Nendali

Village. Nendali is one of the villages in the East Sentani District, Jayapura Regency, Papua

Province, Indonesia. In Nendali Village, there are several problems and inhibiting factors that cause

activities between the community and the village to be rarely seen. In Nendali Village, there are

several inhibiting factors, namely: lack of workers, the existence of structural positions filled by

contract workers to replace permanent employees, so that the duties and functions of the position

are taken over by other workers, village office officers are often not in place, unpreparedness and

ignorance of some officers in operating computer equipment, lack of information media both on

social media and directly, the low education of workers at the Nendali Village Office, as well as

the majority of the community, most of whom are fishermen, thus hindering activities between the

community and the village.

Along with the authority of regional autonomy, each agency is required to maintain it so

that it continues to run according to expectations. Every leader must know the most appropriate

way to empower their employees or employees, while still trying to maintain the quality of existing

human resources. With reliable and qualified human resources, it is hoped that all work can be

completed as expected. In public organizations, which are often seen as government agencies, have

a mission and vision, namely providing services to citizens, providing protection of a sense of

security, and realizing social welfare and justice. This can only be realized if the organizational

structure and human resources are adequate.

The village office, as a government agency that plays a role as a development implementer

at the lowest level, urgently needs to improve the quality of human resources. This is important so

that in carrying out its duties and functions to provide services to the community optimally. So, the

problem that occurs in Nendali Village is the low motivation of employees to develop themselves

through efforts to improve their abilities and skills, so that they seem satisfied with their work skills

that are not optimal. There are still many employees who cannot use computers at work. Lack of

innovation and creativity of employees in carrying out work, often relying on certain people, there

is no equal opportunity for all employees to carry out certain tasks, and there are employees who

leave the place for personal interests during working hours.

The Village Head often comes to the office late and the Village Secretary is difficult to

meet for people who want to meet for the first time, because they are often not on time to be in the

office. People who have business with the Village Head and Village Secretary prefer to meet at

home because they have more free time at home than at the village office. Based on these problems,

the researcher is interested in conducting research related to "Analysis of the Quality of Human

Resources in Providing Public Services (Research Study at the Nendali Village Office, East Sentani

District, Jayapura Regency, Papua)".

The purpose of this study is to analyze the quality of human resources in providing public

services at the Nendali Village Office, East Sentani District, Jayapura Regency, Papua. Human

resources are one of the most important aspects of an agency. Human resources are individuals

who work to move an organization and become an asset that must be developed. According to

Jurnal Indonesia Sosial Sains, Vol. 6, No. 1, January 2025 39

William R. Tracey (1998) in The Human Resources Glossarium of The Balance Careers, HR is

defined as people who staff and operate an organization or company. Bohlander and Snell (2012)

define HR as the science of how to empower employees in a company, organize work and work

groups, develop employee capabilities, identify approaches to improve performance, and reward

efforts. According to Mathis and Jackson (2006, p. 3), HR is a design of various formal systems in

an organization to ensure the effective and efficient use of human skills to achieve organizational

goals according to wishes. Meanwhile, Budi Supriyatno (2019, p. 312) defines human resources as

human beings in organizations, both in government and the private sector.

According to Budi Supriyatno (2024), the quality of human resources is the good or bad of

humans/employees in carrying out their work, which can be measured from the ability, skills, and

work results achieved in carrying out the tasks given. The quality of human resources is a

determining factor for success in public services, because the quality of the work produced is highly

dependent on the competence and performance of the individuals who work in it.

The definition of public service has been defined by many experts. What is proposed to

understand the meaning of public service in its entirety is as follows: According to Lewis & Gilman

(2005, p. 22), defining public service is public trust. Citizens hope that public services can serve

with honesty and proper management of income sources and can be accounted for to the public.

Fair and accountable public services generate public trust. Public service ethics are needed as a

pillar and public trust as the basis for realizing a good government. According to Roth (1926, p, 1)

(Susanto & Rahayu, 2021), Public service is defined as a service that is available to the public in

general or in particular, such as museums. However, public trust is the core of public service.

According to Budi Supriyatno (2024), public services are services carried out by the government

to its people. Meanwhile, the definition according to Law Number 25 of 2009 concerning Public

Services is an activity or series of activities in order to meet the needs of services in accordance

with laws and regulations for every citizen and resident for goods, services, and/or administrative

services provided by public service providers.

The term "goods, services, and administrative services" in the explanation section is seen

as clear, but in fact what is meant by "goods" is not goods that can be traded by humans in daily

life, but public goods that are provided by the government. The implementation of public services

in Indonesia is supervised by an independent institution that is free from executive influence,

namely the Ombudsman of the Republic of Indonesia (ORI). The authority of the Ombudsman in

supervising the implementation of public services is explained in Article 1 of Law Number 37 of

2008, which states that the Ombudsman is a state institution authorized to supervise the

implementation of public services, both those organized by state and government administrators,

including those organized by SOEs, BUMDs, and BHMNs, as well as private entities or individuals

who are given the task of providing certain public services with partial or all of their funds sourced

from the State Budget and/or Regional Budget. Based on this view, public services are not only

limited to providing services, but must also provide satisfaction to the people served. In addition,

public services must be based on and supported by applicable laws or regulations, so that they can

be a reference in their implementation.

Unlike prior research that predominantly focuses on urban settings, this study explores the

specific challenges of public service delivery in a remote village office. It examines how factors

such as low staff motivation, inadequate training, and technological illiteracy hinder service

quality. By addressing these issues, the research contributes to the development of tailored

strategies for improving human resource quality in decentralized governance settings.

This research is significant in the context of Indonesia's decentralized governance system,

where local governments are expected to manage their resources effectively. The findings are

Jurnal Indonesia Sosial Sains, Vol. 6, No. 1, January 2025 40

expected to provide actionable insights for policymakers and practitioners in improving the quality

of human resources and, consequently, public services. Specifically, the study aims to analyze the

current state of human resource quality at the Nendali Village Office, identify key challenges, and

propose practical solutions for enhancing service delivery.

Research Methods

This study uses a descriptive qualitative approach to obtain an overview of the quality of

human resources in Nendali Village, East Sentani District, Jayapura Regency, with a focus on the

knowledge, skills, and abilities of the apparatus in providing services to the community. The

descriptive qualitative approach, as described by Supriyatno (2024) in the International Journal of

Research and Innovation in Social Science, is a method of collecting data from various sources,

including interviews, observations, and documents. Thus, the authors in this study use a descriptive

qualitative method that includes data collection through interviews, observations, and document

analysis.

After data collection, the next step is data analysis. In this context, the data was analyzed

using a descriptive qualitative method with the aim of systematically describing and summarizing

the information obtained. Through this method, researchers can study the quality characteristics of

human resources in providing services. This method involves collecting data from various sources

such as feedback from public service users and analyzing documents such as government policies

and public service performance reports. By using a descriptive qualitative approach in data

collection, this study can provide a comprehensive overview of the quality of human resources in

providing public services at the village government level. Finally, this research is expected to

provide a deep understanding of the effectiveness and efficiency of services provided to the

community at the Nendali Village Office, East Sentani District, Jayapura Regency.

Results and Discussion

The main problem in human resource management in Nendali Village is the lack of

attention to employee development through education and training. This shows that employees in

this organization need optimal education and training so that their professionalism increases.

Jayapura Regency, located in Papua Province, is 101 kilometers from Jayapura City and has East

Sentani District consisting of three villages: Sentani Kota, Hinekombe, and Dobonsolo. Based on

this explanation, the research was focused on Nendali Village in East Sentani District.

In Nendali Village, there are various problems and obstacles that cause a lack of activity

between the community and the village. The inhibiting factors in Nendali Village include the lack

of workers, the existence of structural positions filled by contract workers, village officials who

are often absent, unpreparedness and ignorance in operating computer equipment, and the lack of

information media and worker education. In addition, the majority of the people in this village are

fishermen, which is also an obstacle in activities between the community and the village. With

regional autonomy, each agency is expected to continue to function as expected. Therefore, every

leader must know the most appropriate way to empower their employees while maintaining the

quality of existing human resources. Reliable and quality Human Resources (HR) are expected to

be able to complete all work as expected. Public organizations, which are often seen as government

agencies, have a mission and vision to provide services to citizens, provide protection, and realize

social welfare and justice. This can only be realized if the organizational structure and human

resources are adequate.

Village offices, as government agencies that play a role in the implementation of

development at the lowest level, urgently need to improve the quality of human resources to

Jurnal Indonesia Sosial Sains, Vol. 6, No. 1, January 2025 41

provide optimal services to the community. The main problem in Nendali Village is the low

motivation of employees to develop themselves through the improvement of abilities and skills.

Employees tend to be satisfied with their work skills that are not optimal, many cannot use

computers at work, and lack of innovation and creativity in carrying out their duties. Dependence

on certain individuals, uneven provision of opportunities by village heads, and employees who

often leave the workplace for personal interests are also obstacles. Village heads and village

secretaries are often late to the office, making people prefer to meet them at home rather than at

the village office.

Based on these problems, the researcher is interested in conducting research on "Analysis of the

Quality of Human Resources in Providing Public Services (Research Study at the Nendali Village

Office, East Sentani District, Jayapura Regency, Papua)".

1. Quality of Human Resources

The quality of human resources at the Nendali Village Office in providing public

services has included all the results of interviews with informants. Based on the results of the

research from the problem formulation and analysis, the researcher found that the conditions

in the field, as revealed by the informants, showed that the quality of human resources (HR)

at the Nendali Village Office was still low. The shortage of village officials further emphasizes

that the quality of human resources in this office is still inadequate, as can be seen from the

simplicity of the services provided and the variety of employee quality. In the view of the

researcher and based on the theory of experts in the field of human resource quality, the quality

of human resources at the Nendali Village Office is far from the expected standard.

2. Quality Inhibitors

The factors that hinder the quality of human resources in the Nendali Village Office

based on the results of the study include several aspects. In the context of public services,

researchers found that one of the main obstacles is the lack of discipline among village

apparatus. Absenteeism and unpunctuality in carrying out duties have become a major problem

in recent years. This should be overcome by changing behavior in carrying out duties and

functions as village apparatus, guided by the principle of sincere and orderly public service,

so as to minimize delays in service to the community.

a. Shortcomings in the delivery of written information on information boards, such as public

service opening schedules, break times, and closing hours, have resulted in confusion

among the public. Based on the researcher's observations, the condition of the village

office that is not neatly arranged with tables, chairs, and cabinets that are piled up also

adds to the confusion for people who want to deal with the village office. In addition, the

uncertainty of village office operating hours makes people confused about when is the

right time to come to the village office.

b. The lack of awareness of some village officials regarding their duties and functions as

public servants, as revealed in the results of the interview.

3. Implications and Recommendations

Based on a deep understanding of these inhibiting factors, the implementation of

strategic improvement measures can improve the quality of public services at the Nendali

Village Office. Some recommendations that can be considered include:

a. Strengthening Discipline: It is necessary to carry out intensive coaching on the discipline

of village officials, including the formulation of clear policies regarding attendance and

punctuality during working hours.

Jurnal Indonesia Sosial Sains, Vol. 6, No. 1, January 2025 42

b. Preparation of an Effective Information System: It is necessary to improve the delivery of

information through written media that is more structured and easily accessible to the

public, such as clear and informative information boards.

c. HR Training and Development: Training and competency development programs need to

be strengthened to increase employee awareness and skills in providing quality services

to the community.

d. Leadership Optimization: Village heads need to be more proactive in providing guidance

and motivation to all village officials, as well as ensuring that an effective management

system is implemented to overcome existing obstacles (Deming & Orsini, 2012).

By implementing these measures, it is hoped that the Nendali Village Office can

overcome challenges in improving the quality of human resources and providing better and

responsive public services to the community as a whole.

Conclusion

This research \ reveals the condition of the quality of human resources (HR) at the Nendali

Village Office and the factors that hinder public services at that level. Based on the analysis of the

results of interviews and field observations, it was concluded that the main problem is the quality

of human resources at the Nendali Village Office which is still far from the expected standard. This

study highlights the shortcomings in the number and quality of village officials, which affect the

ability of village offices to provide effective public services. This condition reflects simplicity in

the field of service and the inability to meet the expected quality standards, both from the

perspective of researchers and existing theories in the field of human resource management. The

quality of human resources that are considered appropriate and not in accordance with theory and

society can be seen in several indicators, such as Intellectual Quality (Knowledge and Skills),

where most of the village officials have been fulfilled but there is still a dependence on village

officials with contract employee status with better computerization skills, which should be handled

with a clear division of tasks; and Education, although not all village officials have a higher

education background, the experience and training they have gained allows them to complete their

obligations, but there are still mistakes that result in delays in the process of service to the

community. The factors that hinder the quality of human resources found in this study include lack

of training, adequate facilities, and suboptimal coordination between village officials.

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