THE INFLUENCE OF WORK MOTIVATION AND EMPLOYEE COMPETENCE ON CUSTOMER SATISFACTION AT THE WANASARI COMMUNITY HEALTH CENTER REGIONAL TECHNICAL IMPLEMENTATION UNIT (UPTD)
Keywords:
motivation, competence, customer satisfaction
Abstract
This study aims to analyze the influence of work motivation and employee competence on customer satisfaction at the Wanasari Community Health Center (Puskesmas) Regional Technical Implementation Unit (UPTD). The research is grounded in the importance of motivation and competence for customer satisfaction at this facility. A quantitative approach was employed, combining descriptive and verificative methods. Data were collected through questionnaires administered to 52 customers of the Wanasari Puskesmas UPTD and analyzed using multiple linear regression. The results indicate that both motivation and competence have a positive and significant effect on customer satisfaction, both partially and simultaneously. The study concludes that motivation and competence are essential for optimizing customer satisfaction at the Wanasari Puskesmas UPTD.
References
Angga. (2022). Manajemen sumber daya manusia [Human Resource Management]. Jakarta: Penerbit Andi.
Dharma, S. (2018). Manajemen kinerja [Performance Management]. Yogyakarta: Pustaka Pelajar.
Ermida, E., Ghalib, S., & Wahyuni, S. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan [The effect of service quality on customer satisfaction]. Jurnal Manajemen dan Bisnis, 6(2), 45–56.
Ghozali, I. (2012). Aplikasi analisis multivariate dengan program IBM SPSS [Multivariate Analysis Applications with IBM SPSS]. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25 [Multivariate Analysis Applications with IBM SPSS 25]. Semarang: Badan Penerbit Universitas Diponegoro.
Hery. (2018). Manajemen kinerja [Performance Management]. Jakarta: Grasindo.
Hasibuan, M. S. P. (2016). Manajemen sumber daya manusia [Human Resource Management]. Jakarta: Bumi Aksara.
Kristiawan, M., Safitri, D., & Lestari, R. (2017). Manajemen pendidikan [Educational Management]. Yogyakarta: Deepublish.
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370–396. (Cited in Soelistya, D., et al. (2021). Manajemen sumber daya manusia [Human Resource Management]. Jakarta: Prenadamedia Group.)
Mulyasa, E. (2005). Menjadi guru profesional: Menciptakan pembelajaran kreatif dan menyenangkan [Becoming a Professional Teacher: Creating Creative and Enjoyable Learning]. Bandung: Remaja Rosdakarya.
Nursalam. (2008). Konsep dan penerapan metodologi penelitian ilmu keperawatan [Concepts and Application of Nursing Research Methodology]. Jakarta: Salemba Medika.
Oktarini, R., & Wardana, I. M. (2018). Peran kepuasan pelanggan dalam membentuk loyalitas pelanggan [The role of customer satisfaction in shaping customer loyalty]. E-Jurnal Manajemen Universitas Udayana, 7(4), 1935–1962.
Priansa, D. J., & Arnida, A. (2014). Manajemen sumber daya manusia dalam organisasi publik dan bisnis [Human Resource Management in Public and Business Organizations]. Bandung: Alfabeta.
Qomariah, N. (2022). Manajemen sumber daya manusia [Human Resource Management]. Jember: Pustaka Abadi.
Ramdan, T., & Sufyani, M. A. (2019). Manajemen pelayanan [Service Management]. Bandung: Alfabeta.
Samsudin, S. (2015). Manajemen sumber daya manusia [Human Resource Management]. Bandung: Pustaka Setia.
Samsuni. (2017). Manajemen organisasi [Organizational Management]. Jakarta: Prenadamedia Group.
Samuel, H., & Ramadhan, R. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan [The effect of service quality on customer satisfaction]. Jurnal Manajemen Pemasaran, 14(1), 1–10.
Santoso, I., & Madiistriyatno, H. (2021). Metodologi penelitian kuantitatif [Quantitative Research Methodology]. Jakarta: Indigo Media.
Sarinah, & Mardalena. (2017). Pengantar manajemen [Introduction to Management]. Yogyakarta: Deepublish.
Simamora, H. (2008). Manajemen sumber daya manusia [Human Resource Management]. Yogyakarta: STIE YKPN.
Sinungan, M. (2016). Produktivitas: Apa dan bagaimana [Productivity: What and How]. Jakarta: Bumi Aksara.
Siska. (2022). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan [The effect of service quality and price on customer satisfaction]. Jurnal Ilmu Manajemen, 10(1), 55–66.
Sugiyono. (2016). Metode penelitian kuantitatif, kualitatif, dan R&D [Quantitative, Qualitative, and R&D Research Methods]. Bandung: Alfabeta.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (rev. ed.) [Quantitative, Qualitative, and R&D Research Methods]. Bandung: Alfabeta.
Sunyoto, D. (2015). Manajemen dan pengembangan sumber daya manusia [Management and Development of Human Resources]. Yogyakarta: CAPS (Center for Academic Publishing Service).
Tanjung, A. A., & Hidayah, N. (2022). Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan pelanggan [The effect of service quality and trust on customer satisfaction]. Jurnal Manajemen Strategi dan Aplikasi Bisnis, 5(2), 101–112.
Tussakdiah, R. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan [The effect of service quality on customer satisfaction]. Jurnal Ekonomi dan Bisnis, 8(1), 23–34.
Wibowo. (2007). Manajemen kinerja [Performance Management]. Jakarta: RajaGrafindo Persada.
Wibowo. (2018). Manajemen kinerja (rev. ed.) [Performance Management]. Jakarta: RajaGrafindo Persada.
Winardi. (2016). Motivasi dan pemotivasian dalam manajemen [Motivation and Motivating in Management]. Jakarta: RajaGrafindo Persada.
Zwell, M. (2000). Creating a culture of competence. New York, NY: John Wiley & Sons. (Cited in Wibowo, 2007.)
Dharma, S. (2018). Manajemen kinerja [Performance Management]. Yogyakarta: Pustaka Pelajar.
Ermida, E., Ghalib, S., & Wahyuni, S. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan [The effect of service quality on customer satisfaction]. Jurnal Manajemen dan Bisnis, 6(2), 45–56.
Ghozali, I. (2012). Aplikasi analisis multivariate dengan program IBM SPSS [Multivariate Analysis Applications with IBM SPSS]. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25 [Multivariate Analysis Applications with IBM SPSS 25]. Semarang: Badan Penerbit Universitas Diponegoro.
Hery. (2018). Manajemen kinerja [Performance Management]. Jakarta: Grasindo.
Hasibuan, M. S. P. (2016). Manajemen sumber daya manusia [Human Resource Management]. Jakarta: Bumi Aksara.
Kristiawan, M., Safitri, D., & Lestari, R. (2017). Manajemen pendidikan [Educational Management]. Yogyakarta: Deepublish.
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370–396. (Cited in Soelistya, D., et al. (2021). Manajemen sumber daya manusia [Human Resource Management]. Jakarta: Prenadamedia Group.)
Mulyasa, E. (2005). Menjadi guru profesional: Menciptakan pembelajaran kreatif dan menyenangkan [Becoming a Professional Teacher: Creating Creative and Enjoyable Learning]. Bandung: Remaja Rosdakarya.
Nursalam. (2008). Konsep dan penerapan metodologi penelitian ilmu keperawatan [Concepts and Application of Nursing Research Methodology]. Jakarta: Salemba Medika.
Oktarini, R., & Wardana, I. M. (2018). Peran kepuasan pelanggan dalam membentuk loyalitas pelanggan [The role of customer satisfaction in shaping customer loyalty]. E-Jurnal Manajemen Universitas Udayana, 7(4), 1935–1962.
Priansa, D. J., & Arnida, A. (2014). Manajemen sumber daya manusia dalam organisasi publik dan bisnis [Human Resource Management in Public and Business Organizations]. Bandung: Alfabeta.
Qomariah, N. (2022). Manajemen sumber daya manusia [Human Resource Management]. Jember: Pustaka Abadi.
Ramdan, T., & Sufyani, M. A. (2019). Manajemen pelayanan [Service Management]. Bandung: Alfabeta.
Samsudin, S. (2015). Manajemen sumber daya manusia [Human Resource Management]. Bandung: Pustaka Setia.
Samsuni. (2017). Manajemen organisasi [Organizational Management]. Jakarta: Prenadamedia Group.
Samuel, H., & Ramadhan, R. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan [The effect of service quality on customer satisfaction]. Jurnal Manajemen Pemasaran, 14(1), 1–10.
Santoso, I., & Madiistriyatno, H. (2021). Metodologi penelitian kuantitatif [Quantitative Research Methodology]. Jakarta: Indigo Media.
Sarinah, & Mardalena. (2017). Pengantar manajemen [Introduction to Management]. Yogyakarta: Deepublish.
Simamora, H. (2008). Manajemen sumber daya manusia [Human Resource Management]. Yogyakarta: STIE YKPN.
Sinungan, M. (2016). Produktivitas: Apa dan bagaimana [Productivity: What and How]. Jakarta: Bumi Aksara.
Siska. (2022). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan [The effect of service quality and price on customer satisfaction]. Jurnal Ilmu Manajemen, 10(1), 55–66.
Sugiyono. (2016). Metode penelitian kuantitatif, kualitatif, dan R&D [Quantitative, Qualitative, and R&D Research Methods]. Bandung: Alfabeta.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (rev. ed.) [Quantitative, Qualitative, and R&D Research Methods]. Bandung: Alfabeta.
Sunyoto, D. (2015). Manajemen dan pengembangan sumber daya manusia [Management and Development of Human Resources]. Yogyakarta: CAPS (Center for Academic Publishing Service).
Tanjung, A. A., & Hidayah, N. (2022). Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan pelanggan [The effect of service quality and trust on customer satisfaction]. Jurnal Manajemen Strategi dan Aplikasi Bisnis, 5(2), 101–112.
Tussakdiah, R. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan [The effect of service quality on customer satisfaction]. Jurnal Ekonomi dan Bisnis, 8(1), 23–34.
Wibowo. (2007). Manajemen kinerja [Performance Management]. Jakarta: RajaGrafindo Persada.
Wibowo. (2018). Manajemen kinerja (rev. ed.) [Performance Management]. Jakarta: RajaGrafindo Persada.
Winardi. (2016). Motivasi dan pemotivasian dalam manajemen [Motivation and Motivating in Management]. Jakarta: RajaGrafindo Persada.
Zwell, M. (2000). Creating a culture of competence. New York, NY: John Wiley & Sons. (Cited in Wibowo, 2007.)
Published
2026-04-24
How to Cite
Yulin Puspitasari, Adriza, & Nurwulan Kusumadevi. (2026). THE INFLUENCE OF WORK MOTIVATION AND EMPLOYEE COMPETENCE ON CUSTOMER SATISFACTION AT THE WANASARI COMMUNITY HEALTH CENTER REGIONAL TECHNICAL IMPLEMENTATION UNIT (UPTD). Journal Informatic, Education and Management (JIEM), 8(2), 187-194. https://doi.org/10.61992/jiem.v8i2.342
Section
Articles
.jpg){kind=logo}
