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Abstract

This study tests whether officers’ competence and career development improve service performance in the Vehicle Ownership Document (BPKB) unit of the South Kalimantan Regional Police and whether work motivation transmits these effects. Motivated by a documented paradox of high satisfaction scores alongside persistent queueing and responsiveness complaints, we specified a mediation model integrating Human Capital and Public Service Motivation perspectives. A cross-sectional census of 40 frontline officers was analyzed with PLS-SEM. The findings show that higher competence and clearer career development are associated with stronger motivation and better service performance, and that motivation mediates both relationships. The contribution lies in a policing-specific explanation of how capability and career signals translate into outcomes through motivation in a high-functioning yet complaint-prone service. Practical actions include targeted upskilling, mentoring, transparent promotion criteria, and routine feedback and recognition to sustain motivation, improve responsiveness, and shorten queues, thereby aligning resources with demand and strengthening public trust.

Keywords

Competence Career Development Motivation Service Performance

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Author Biography

Hastin Umi Anisah, Universitas Lambung Mangkurat

Department of Management, Faculty of Economics and Business, Universitas Lambung Mangkurat, Banjarmasin, Indonesia

How to Cite
Apsari, K. I. Y., & Anisah, H. U. (2026). Competence and Career Development Effects on Service Performance: Motivation Mediation in a Ditlantas BPKB Case Study. Ilomata International Journal of Management, 7(1), 208-227. https://doi.org/10.61194/ijjm.v7i1.1929

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