THE INFLUENCE OF WORKLOAD AND COMPETENCE ON THE SERVICE QUALITY OF INTERCITY TRAVEL DRIVERS IN EAST NUSA TENGGARA

Andrias Umbu Tuku Anabuni; Irmina Linda Dewiaty

doi:10.31959/jm.v15i2.3757

Authors

Andrias Umbu Tuku Anabuni Department of Business Administration, Kupang State Polytechnic
Irmina Linda Dewiaty Department of Business Administration, Kupang State Polytechnic

DOI:

https://doi.org/10.31959/jm.v15i2.3757

Abstract

Introduction: Intercity transportation in East Nusa Tenggara plays an important role in community mobility. In the transportation service industry, drivers play a direct role in determining the quality of service passengers. However, in practice, there are constraints, including complaints about driver behaviour, delays, and uncomfortable service conditions. Two factors that are likely to influence this condition are excessive workload and varying driver competence. Therefore, this study aims to analyze the influence of workload and competence on the service quality of intercity travel drivers in the region.
Methods: This research uses a quantitative approach, employing a survey distributed to several travel drivers serving the Kupang–Soe intercity route in East Nusa Tenggara. The independent variables in this study are workload and competence, while the dependent variable is service quality. The data analysis technique used is multiple linear regression to measure the influence of each variable both partially and simultaneously.
Results: The research findings indicate that the workload, competence, and service quality of intercity travel drivers in East Nusa Tenggara are in the very high category. Drivers face heavy work demands, but generally possess good technical competence, knowledge, and professional attitude, enabling them to provide quality service.
Inferential analysis proves that workload and competence, both individually and simultaneously, significantly affect service quality, with competence being the most dominant factor.
Although High workloads can potentially lower service quality, the drivers' experience and sense of responsibility are able to maintain service performance. Practically, these findings confirm the importance of proportional workload management and continuous competency development to maintain and improve the quality of intercity travel services.

Keywords: Competence On The Service Quality, Influence Of Workload, Intercity Travel Drivers

References

Azhar, L., Harahap, P., & Lestari, R. I. (2023). Pengaruh karakteristik individu, beban kerja dan stres kerja terhadap kinerja pegawai yang dimediasi kepuasan kerja. Jurnal Riset Ekonomi Dan Bisnis, 16(1), 1. https://doi.org/10.26623/jreb.v16i1.6395

Bachtiar, M. Y., Ismiyah, E., & Rizqi, A. W. (2022). Analisis Kualitas Pelayanan Dengan Metode Servqual Guna Meningkatkan Kepuasan Pelanggan Pada Pelayanan Jasa Transportasi Terminal Maulana Malik Ibrahim. Jurnal Teknik Industri Jurnal Hasil Penelitian Dan Karya Ilmiah Dalam Bidang Teknik Industri, 8(2), 362. https://doi.org/10.24014/jti.v8i2.20075

Darmawan, D., & Putra, A. R. (2022). Pencapaian Efektivitas Kerja Melalui Optimalisasi Kecerdasan Emosional Dan Pemberian Beban Kerja Secara Tepat Kepada Karyawan. Jurnal Baruna Horizon, 5(1), 8. https://doi.org/10.52310/jbhorizon.v5i1.72

Dhelvia, R. (2018, January 1). The Influence Workload and Competence on Employee Performance in PT X Finance. Proceedings of the International Conference on Business, Economic, Social Science and Humanities (ICOBEST 2018). https://doi.org/10.2991/icobest-18.2018.30

Djaelani, M., & Darmawan, D. (2022). Pengaruh Keselamatan dan Kesehatan Kerja serta Beban Kerja terhadap Kinerja Pekerja Proyek Konstruksi. Jurnal Penelitian Rumpun Ilmu Teknik, 1(4), 15. https://doi.org/10.55606/juprit.v1i4.567

Edwin, R. K., & Harjanti, D. (2020). Faktor-Faktor Yang Mempengaruhi Passenger Satisfaction Dan Passenger Loyalty Pada Layanan Travel Di Nusa Tenggara Timur. Jurnal Manajemen Pemasaran, 14(1), 8. https://doi.org/10.9744/pemasaran.14.1.8-16

Esha, D., Hakim, F., & Rizkia, P. S. U. (2021). Pengaruh Attitude Karyawan Dan Beban Kerja Karyawan Terhadap Kualitas Pelayanan Di Rsud Balaraja Kabupaten Tangerang. Jurnal JKFT, 6(1), 7. https://doi.org/10.31000/jkft.v6i1.5209

Febriyanti, N. P. D., & Satrya, I. G. B. H. (2025). Peran Work Life Balance Memediasi Pengaruh Beban Kerja Terhadap Kepuasan Kerja. E-Jurnal Manajemen Universitas Udayana, 14(7), 496. https://doi.org/10.24843/ejmunud.2025.v14.i7.p02

Feoh, Y. M. D., Nursiani, N. P., Timuneno, T., & Fanggidae, R. E. (2023). Pengaruh Beban Kerja Dan Kompensasi Terhadap Kinerja Pengemudi Gogo Taksi Kupang. Glory., 4(5), 1283.

Finistyawan, Y. K. K., & Bessie, J. L. D. (2020). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Travel Di Kabupaten Malaka (Studi Pada Travel Betun Mandiri Expres). Journal of Management Small and Medium Enterprises (SMEs), 12(2). https://doi.org/10.35508/jom.v12i2.2686

Firmansyah, D., Setiawan, T., & Susetyo, D. P. (2021). Pentingnya Membangun Loyalitas Konsumen Melalui Kualitas Pelayanan dan Kepercayaan : Survey Tentang Pelayanan dan Loyalitas Pada Perusahaan Jasa. Jurnal Disrupsi Bisnis, 4(4), 304. https://doi.org/10.32493/drb.v4i4.10829

Fitra, F., Faisal, R., Mesra, T., Melliana, M., Wardayanti, T., Anggraini, D., & Mawadah, D. (2024). Pengukuran Beban Kerja Mental Sopir Travel Rute Dumai-Padang-Dumai. JOURNAL OF INDUSTRIAL AND MANUFACTURE ENGINEERING, 8(1), 39. https://doi.org/10.31289/jime.v8i1.10436

Fitriani, D., & Soedarmadi, S. (2019). Pengaruh Kualitas Pelayanan Inti Dan Kualitas Pelayanan Periferal Terhadap Word Of Mouth Melalui Kepuasan Konsumen Sebagai Variabel Intervening (Studi Pada Bus Trans Semarang). Solusi, 17(3). https://doi.org/10.26623/slsi.v17i3.1635

Hananingrum, P., Athqia, A. A., & Wahyudiono, Y. D. A. (2022). Relationship Between Age, Gender, Job Placement, and Social Relationships with the Mental Workload of Managers. The Indonesian Journal of Occupational Safety and Health, 11(3), 377. https://doi.org/10.20473/ijosh.v11i3.2022.377-389

Heriziana, H., & Rosalina, S. (2022). Analisisis Persepsi Stres Kerja Tenaga Kesehatan Di Masa Pandemi Covid-19 Di Rumah Sakit Di Sumatera Selatan Tahun 2021. PREPOTIF Jurnal Kesehatan Masyarakat, 6(1), 775. https://doi.org/10.31004/prepotif.v6i1.3173

Kurniawanto, H., Rumani, D. D., & Iswahyudi, P. (2025). Career development, work compensation and workload impact on work motivation by job satisfaction mediation in airline companies. Decision Science Letters, 14(4), 849. https://doi.org/10.5267/j.dsl.2025.8.004

Kuswandi, D., & Nuryanto, G. (2021). Pengaruh Harga, Promosi dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening. Jurnal Indonesia Sosial Teknologi, 2(10), 1705. https://doi.org/10.36418/jist.v2i10.255

Leonita, N. (2020). Determinasi Pengembangan Karier Dan Kinerja Pegawai Kompetensi Dan Beban Kerja (Literature Review Manajemen Sumber Daya Manusia). Jurnal Ilmu Manajemen Terapan, 2(2), 155.

Majid, B. I., & Solovida, G. T. (2025). Increasing Customer Loyalty Through Market Orientation and Customer Engagement Grab Indonesia. In Advances in economics, business and management research/Advances in Economics, Business and Management Research (p. 360). Atlantis Press. https://doi.org/10.2991/978-94-6463-862-2_32

Po Abas Sunarya, Untung Rahardja, Santoso, N. P. L., Mulyati, Mustofa, K. I., & Bennet, D. (2025). Pengaruh Metode Waterfall dalam Penyempurnaan Proses Pengembangan Sistem Informasi Akademik secara Sistematis. Technomedia Journal. https://doi.org/10.33050/tmj.v9i3.2421

Prastuti, T. N., & Martiana, T. (2017). Analisis Karakteristik Individu Dengan Keluhan Kelelahan Kerja Pada Pengemudi Taksi Di Rungkut Surabaya. The Indonesian Journal of Public Health, 12(1), 64. https://doi.org/10.20473/ijph.v12i1.2017.64-74

Prawirdani, A., & Sela, E. I. (2024). Pengembangan Sistem Point of Sale Berbasis Web dan Mobile di Kooi Coffee. ILKOMNIKA. https://doi.org/10.28926/ilkomnika.v6i3.689

Purba, N., & Setiyono, S. (2022). Pengaruh Kompensasi, Kompetensi dan Beban Kerja Terhadap Kinerja Karyawan

Puteri, P. O., Syofyan, E., & Mulyani, E. (2019). Analisis Pengaruh Sanksi Administrasi, Tingkat Pendapatan, Dan Sistem Samsat Drive Thru Terhadap Kepatuhan Wajib Pajak Kendaraan Bermotor. JURNAL EKSPLORASI AKUNTANSI, 1(3), 1569. https://doi.org/10.24036/jea.v1i3.163

Qomari, I. N., & Rahman, A. . (2012). Analisis Pengaruh Total Service Quality Management Terhadap Kepuasan Pelanggan Jasa Transportasi. MAKSIMUM, 1(2), 115. https://doi.org/10.26714/mki.1.2.2011.115-127

Rahmadhani, N. (2018). Pengaruh Kompetensi Pegawai terhadap Kualitas Pelayanan Administrasi Terpadu Kecamatan (Paten) di Kecamatan Kuranji Kota Padang. JESS (Journal of Education on Social Science), 1(2), 98. https://doi.org/10.24036/jess/vol1-iss2/39

Rajagukguk, P., Haryono, B. S., Hardani, H., & Fadholi, A. (2024). Kualitas Sumber Daya Manusia Terhadap Kepuasan Pelanggan Gojek Di Tangerang Dengan Kualitas Pelayanan Sebagai Variabel Mediasi. NIAGAWAN, 13(1), 1. https://doi.org/10.24114/niaga.v13i1.50970

Rayhan, A., Bramantio, B. W., Pranowo, E., Rengga, F., & Herbowo, H. (2024). Case Study in Indonesia: Does the Behavior of Online Transportation Service Drivers Influence Driver Operational Performance? Jurnal Syntax Admiration, 5(5), 1638. https://doi.org/10.46799/jsa.v5i5.1148

Ridwan, R. A. F., Nandang, N., & Apriani, Z. (2023). Dampak Beban Kerja Unit Sium Terhadap Layanan di Polsek Tempuran Karawang Tahun 2021. Jurnal Noken Ilmu-Ilmu Sosial, 8(2), 358. https://doi.org/10.33506/jn.v8i2.2323

Rijali, F. A., & Rusdianto, R. Y. (2025). Pemanfaatan Teknologi Digital sebagai Upaya Pengembangan Bisnis di Era Transformasi Digital.

Ringa, M. B. (2020). Strategi Place Triangle Pembangunan Pariwisata Berkelanjutan Berbasis Masyarakat Di Kota Kupang Nusa Tenggara Timur. Jurnal Inovasi Kebijakan, 5(2), 9. https://doi.org/10.37182/jik.v5i2.52

Sarfina, E., Sendra, I. M., & Sudana, I. P. (2023). Pengaruh Kualitas Pelayanan Driver Grabcar Terhadap Kepuasan Wisatawan Nusantara Di Badung, Bali. Jurnal IPTA, 11(2), 123.

Septiany, H. L. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Customer Dengan Metode Servqual Pada Sekolah Mengemudi Cv. Satria Jayanti. Repository Nusamandiri.

Sinlae, F., Irwanda, E., Maulana, Z., & Syahputra, V. E. (2024). Penggunaan Framework Laravel dalam Membangun Aplikasi Website Berbasis PHP. https://doi.org/10.38035/jsmd.v2i2

Somar, E., Suparman, A., & Raga, P. (2021). Peningkatan kinerja operasional perusahaan Jasa Pengurusan Transportasi dalam meningkatkan kepuasan pelanggan. MBR (Management and Business Review), 5(2), 188. https://doi.org/10.21067/mbr.v5i2.5904

Sriastuti, D. A. N., Suthanaya, P. A., Wedagama, D. M. P., Yana, A. A. G. A., & Dwijendra, N. K. A. (2024). Determining Factors for Online Transportation Mode Selection to Tourist Destinations in Bali, Indonesia. Revista de Gestão Social e Ambiental, 18(8). https://doi.org/10.24857/rgsa.v18n8-008

Tambunan, R. R. F., Sihotang, J. I., & Mambu, J. Y. (2021). Analisa Tingkat Kepuasan Kerja Driver Maxim Terhadap Sistem Layanan Maxim Dengan Pieces Framework. CogITo Smart Journal, 7(2), 339. https://doi.org/10.31154/cogito.v7i2.330.339-348

Vikasari, C. (2018). Sistem Manajemen Operasional Jasa Travel Kendaraan Dalam Meningkatkan Pelayanan Perusahaan. Jurnal Informatika Jurnal Pengembangan IT, 3(2), 271. https://doi.org/10.30591/jpit.v3i2.829

Wati, K. L., & Rajuddin, W. O. N. (2025). Transformasi Digital Dalam Manajemen Bisnis: Tantangan Dan Peluang Di Era Industri 4.0. Jurnal Ekonomi Dan Bisnis – STIE Bisnis Internasional Indonesia (BII) Bekasi.

Zulkifli, Z., Rahayu, S. T., & Akbar, S. A. (2019). Hubungan Usia, Masa Kerja dan Beban Kerja Dengan Stres Kerja Pada Karyawan Service Well Company PT. ELNUSA TBK Wilayah Muara Badak. KESMAS UWIGAMA Jurnal Kesehatan Masyarakat, 5(1), 46. https://doi.org/10.24903/kujkm.v5i1.831