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Education and Competence in Boosting Work Ethic and Service Quality

In: Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024)

Author

Listed:
  • Kaharuddin Kaharuddin

    (Hasanuddin University)

  • Muhammad Yunus Amar

    (Hasanuddin University)

  • Andi Ratna Sari Dewi

    (Hasanuddin University)

Abstract

This study investigates the impact of education level, competence, and work ethic on service quality in the General Affairs Division of the Regional Secretariat of Mamuju Regency, South Sulawesi. As a vital government support unit, the division strives to enhance public services, though challenges in staff knowledge, competence, and work ethic hinder optimal outcomes. The research, conducted over three months with 31 employees, uses path analysis and employs descriptive analysis and hypothesis testing via Smart PLS. Results indicate that education level significantly influences work ethic but not service quality, while competence positively impacts service quality but does not enhance work ethic. Work ethic itself is a key factor in improving service quality, and when it mediates, education level contributes positively to service quality. This study suggests that building both work ethic and competence among employees is crucial for improving service quality, providing insights for enhancing governance efficacy in regional institutions.

Suggested Citation

  • Kaharuddin Kaharuddin & Muhammad Yunus Amar & Andi Ratna Sari Dewi, 2025. "Education and Competence in Boosting Work Ethic and Service Quality," Advances in Economics, Business and Management Research, in: Mursalim Nohong & Fitra Roman Cahaya & Phung Minh Tuan & Arifuddin Mannan & Anas Iswanto Anwar & Ria (ed.), Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024), pages 2546-2554, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-758-8_204
    DOI: 10.2991/978-94-6463-758-8_204
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