The Effect Of Service Quality And Work Discipline On Personnel Performance At Polrestabes Makassar

Akbar Akbar; Hafipah Hafipah; Ansar  Taufiq

doi:10.63922/ijebir.v5i05.5397

Akbar Akbar Program Studi Magister Manajemen, STIM-LPI Makassar
Hafipah Hafipah Program Studi Magister Manajemen, STIM-LPI Makassar
Ansar Taufiq Program Studi Magister Manajemen, STIM-LPI Makassar

DOI: https://doi.org/10.63922/ijebir.v5i05.5397

Keywords: Performance; Police Personnel; Public Service; Service Quality; Work Discipline

Abstract

The performance of police personnel is one of the determining factors in improving the quality of public services and strengthening public trust in law enforcement institutions. This study aims to analyze the effect of service quality and work discipline on the performance of personnel at Makassar Metropolitan Police (Polrestabes Makassar). A quantitative approach with a survey method was employed in this study. The population consisted of 63 police personnel assigned to public service units, and all members of the population were selected as respondents using a saturated sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression with the Statistical Package for the Social Sciences (SPSS). The findings indicate that service quality has a positive and significant effect on personnel performance. Meanwhile, work discipline shows a positive but statistically insignificant effect on personnel performance when tested partially. Simultaneously, service quality and work discipline significantly influence personnel performance, with a coefficient of determination (R²) of 0.530, indicating that 53% of personnel performance is explained by these two variables. The findings imply that improving service quality should become a strategic priority in enhancing the performance and professionalism of police personnel in delivering public services.

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