Commitment, performance and service quality of civil servants

South Tangerang is a new autonomous region in Banten Province that is established by Act No. 51 of 2008. The new autonomous region in Banten as expansion of Tangerang Regency has 7 districts. Based on Population Census in 2014 has 1.405.170 inhabitants. Population of male is 708.767 inhabitants and population of female is 696.403 inhabitants. Information found directly and through various media frequently reveals weaknesses of government services which reflect community dissatisfaction with the service personnel. The level of community satisfaction with the services of the community sector is still quite low, it is evidenced from several empirical studies on the quality of service in local government bureaucracy. Based on the initial observation, work motivation of goverment officials is played a role in realizing the quality of public services in the district of South Tangerang. Hence the author is interested in further researching and analyzing the impact of work motivation and service quality of apparatus to satisfaction community in the district level of South Tangerang. This study use nonprobability sampling as the sampling method. For the purposes of quantitative analysis, the determination of the score for each item questionnaire is used a Likert Scale. The processing data in this study is using SEM with support of software LISREL 8.7. The result of study shows that the motivation of civil servants apparatus district in South Tangerang is affecting the quality of service however is not affecting community satisfaction. This is due to the unfavorable work environment and leadership role in the completion of the assignment. Meanwhile the quality of service of civil servants apparatus affects people's satisfaction in districts in South Tangerang.

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The Influence of Public Service Motivation on Service Quality of Civil Servants in West Sumatra Indonesia

European Journal of Economics and Business Studies ◽

10.26417/ejes.v5i1.p33-41 ◽

2016 ◽

Vol 5 (1) ◽

pp. 33 ◽

Cited By ~ 2

Author(s):

Syamsir Syamsir

Keyword(s):

Service Quality ◽

Public Service ◽

Quantitative Methods ◽

Public Service Motivation ◽

Civil Servants ◽

Cultural Dimensions ◽

Government Agencies ◽

Wide Range ◽

West Sumatra

Background ¬– Most of PSM studies tend to conclude that PSM cases and theories are cross-culturally viable. Besides, so far, most PSM research focuses more on employees (public and private) in the Western and developed countries; and almost no study of the PSM in developing countries. In addition, most of the PSM theories tended to generalize the assumptions of the PSM among employees and often ignore cultural dimensions in their analysis, including in relation to the effect of PSM on the quality of work. Purpose – The purpose of this study was to find out the influence of Public Service Motivation (PSM) on service quality of civil servants in a wide range of government agencies in the province of West Sumatra. Design/methodology/approach – This study used quantitative methods. Data were collected through proportional stratified random sampling from a sample consisted of 1,270 respondents from some government institutions in West Sumatra province. Data were analyzed with multiple regression analysis. Finding – The finding of this study indicated that the overall public service motivation significantly influenced on the service quality of civil servants in a wide range of government agencies in West Sumatra province. Besides, the results of this study also indicated that the PSM dimension associated with commitment to public interest have a greater influence than the other dimensions of PSM, namely attraction to public policy making, compassion, and self sacrifice. Practical Implications – This study would be offering a consideration and advice to the local government about the need to consider the aspects of public service motivation in improving the service quality of civil servants, especially in West Sumatra Indonesia.

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Kualitas Pelayanan Kenaikan Pangkat Pegawai Negeri Sipil Oleh Badan Kepegawaian Daerah Kabupaten Gunung Mas

Anterior Jurnal ◽

10.33084/anterior.v15i1.193 ◽

2015 ◽

Vol 15 (1) ◽

pp. 1-9

Author(s):

Indah Tri Handayani

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Service Delivery ◽

Public Service ◽

Good Governance ◽

Civil Servants ◽

Service Reliability ◽

Regional Employment ◽

The Public

Good governance developments in Indonesia, further encouraging improvements in many areas of government in Indonesia. One important thing that can be done in the development of good governance is the renewal of the public service. One of the values of good governance is essential to be implemented in the public service is service quality. As with any promotion services provided by the Regional Employment Board of Gunung Mas, good service quality are the expectations of the service users are civil servants who proposed the promotion. Research, seminars and writings of experts on service delivery promotion of civil servants are good quality and havemany. The issue of promotion services qualified civil servants are still not running as it shauld. For the research conducted at the Regional Employment Board Gunung Mas is to see how the quality of service of civil servants promotions given and what are the constraints in service promotion. The maincore of service delivery promotion of civil servants is the timeliness quality of service, things that need to be considered here related to the waiting time and processing time, then the accuracy of service, relating to service reliability and error-free service as well as Ease of Getting Care, associated with a service, a serving officer/administrative staff, support facilities are like computers and others.

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Pengaruh Kualitas Pelayanan pada Kepuasan Peserta Pelatihan Dasar CPNS Kabupaten Tebo Provinsi Jambi

Eksis: Jurnal Ilmiah Ekonomi dan Bisnis ◽

10.33087/eksis.v11i1.193 ◽

2020 ◽

Vol 11 (1) ◽

pp. 45

Author(s):

Musfarita Affiani

Keyword(s):

Service Quality ◽

Service Provision ◽

Civil Servants ◽

Quality Of Services ◽

Improve Service Quality

Service quality including reliability, responsiveness, assurance, empathy and tangibility had a positive and significant effect on the satisfaction of training participants for candidates for civil servants. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal. Finance Keywords: Quality Services, Training Participants Satisfaction.

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Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen ◽

10.32477/jrm.v3i2.183 ◽

2016 ◽

Vol 3 (2) ◽

pp. 159-173

Author(s):

Susi Minarsih ◽

Ary Sutrischastini

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Level Of Service ◽

Research Use ◽

Validity And Reliability ◽

Analysis Instrument ◽

Service Execution ◽

Traditional Market ◽

Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

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Strategi Penyelenggaraan Diklat Dan Ujian Sertifikasi Keahlian Pengadaan Barang/ Jasa Pemerintah Di Lingkungan Pemerintah Kabupaten Magelang

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v24i1.219 ◽

2017 ◽

Vol 24 (1) ◽

pp. 87-106

Author(s):

Wiharyanto Wiharyanto

Keyword(s):

Education And Training ◽

Test System ◽

Civil Servants ◽

Quality Of Education ◽

Alternative Formulation ◽

Computer Assisted ◽

Certification Exams ◽

The Government ◽

And Training

The study aims to analyze about the low graduation and certification exam training participants of the procurement of goods / services of the government and its contributing factors, and formulate a strategy of education and training and skills certification exams procurement of goods / services of the government. Collecting data using the method of study documentation, interviews, and questionnaires. Is the official source of information on the structural and functional Regional Employment Board, as well as the participants of the training and skills certification exams procurement of goods / services of the government in Magelang regency government environment. Analysis using 4 quadrant SWOT analysis, to determine the issue or strategic factors in improving the quality of education and training and skills certification exams procurement of government goods / services within the Government of Magelang regency. The results show organizer position is in quadrant I, which is supporting the growth strategy, with 3 alternative formulation strategies that improve the quality of education and training and skills certification exams procurement of government goods / services, and conducts certification examination of the procurement of government goods / services with computer assisted test system (CAT). Based on the research recommendations formulated advice to the organizing committee, namely: of prospective participants of the training and skills certification exams procurement of goods / services the government should consider the motivation of civil servants, is examinees who have attended training in the same period of the year, the need for simulation procurement of goods / services significantly, an additional allocation of training time, giving sanction to civil servants who have not passed the exam, the provision of adequate classroom space with the number of participants of each class are proportional, as well as explore the evaluation of education and training and skills certification exams procurement of goods / services for Government of participants.

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PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

Jurnal MAPS (Manajemen dan Perbankan Syariah) ◽

10.32483/maps.v2i1.12 ◽

2018 ◽

Vol 2 (1) ◽

pp. 1-15

Author(s):

Intan Nurrachmi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Market Share ◽

Significant Influence ◽

Strong Correlation ◽

T Test ◽

Market Expansion ◽

Difference Constraints ◽

Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

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Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

Science & Technology Development Journal - Economics - Law and Management ◽

10.32508/stdjelm.v4i3.564 ◽

2020 ◽

Vol 4 (3) ◽

pp. First

Author(s):

Tran Minh Hieu ◽

Nguyen Duong Ngoc Mai Chi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Test Method ◽

Quality Of Services ◽

Factors Affecting ◽

Factors Influencing ◽

Alpha Reliability ◽

Survey Results ◽

Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽

10.32546/lq.v1i1.157 ◽

2018 ◽

Vol 1 (1) ◽

pp. 72-80

Author(s):

Viva Faronika ◽

Asriyal Asriyal

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Acceptable Level ◽

Level Of Service ◽

Level Of Satisfaction ◽

Service Policies ◽

Improve Service Quality ◽

Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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