Analysis of Employee Performance in Optimizing Services at The Ministry of Justice's Wisma Pengayoman

Abstract

This research is entitled “Analysis of Employee Performance in Optimizing Services at Wisma Pengayoman, Ministry of Law.” The study aims to identify and describe employee performance, service optimization, and the role of employee performance indicators in supporting services at Wisma Pengayoman, Ministry of Law. This research employed a descriptive-evaluative quantitative approach with a case study method. Data were collected through questionnaires, observation, and documentation. The research sample consisted of 30 Wisma Pengayoman employees selected through purposive sampling and 50 service users selected through incidental sampling. The research instrument used a Likert scale, and the data were analyzed through validity testing, reliability testing, and descriptive statistics using mean scores and percentages. The results show that employee performance is categorized as good, with an average score of 3.48 or 69.60%. The highest indicator is responsibility and work independence, with a score of 3.61 or 72.22%, while the lowest indicator is work quality, with a score of 3.10 or 62.00%. Meanwhile, service optimization is categorized as fairly good, with an average score of 3.04 or 60.74%. Based on the SERVQUAL dimensions, empathy obtains the highest score of 3.39 or 67.87%, while tangibles and assurance obtain the lowest score of 2.81 or 56.27%. Overall, employee performance has supported service delivery at Wisma Pengayoman; however, improvements are still needed in work quality, compliance with standard operating procedures, physical facilities, professionalism, responsiveness, and service accuracy.