Articlehybrid2020

THE ROLE OF WORK MOTIVATION TO IMPROVE QUALITY OF GOVERNMENT SERVICES

1 citations0/0 files storedInternational Journal of Business and Applied Social Science

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Employee Performance and Management School Leadership and Teacher Performance Public Administration in Developing Nations

Abstract

Quality of service is the superiority of services provided by a person or service provider to meet the needs and expectations of service users. Service quality indicators used to measure it are Manifestation, reliability, responsiveness, assurance, and empathy. This research uses a quantitative design approach to answer the problem formulation and proof of the research hypothesis. The study aims to analyze the influence of exogenous variables, namely transformational leadership, competence, and work environment on endogenous variables, namely service quality through intervening variables, namely work motivation. The conceptual framework of the research underlies the submission of the research hypotheses. Measurement instruments are given to the sample to obtain research variable data. Research data were analyzed using Structural Equation Modeling (SEM) to test hypotheses. This study uses a correlational research survey design. This study's population is the apparatus (employees) in the Regional Government of Tuban Regency as many as 155. The results of this study are as follows: Transformational Leadership, Competence, and Work Environment have a significant effect on the Work Motivation of the Tuban Regency Regional Government Apparatus. Transformational Leadership, Competence, and Work Environment have a significant effect on the Service Quality of the Tuban District Government Apparatus Services. Work Motivation has a significant effect on the Service Quality of the Tuban Regency Regional Government Apparatus. Transformational Leadership, Competence, and Work Environment have a significant effect on the Service Quality of the Tuban Regency Government Apparatus through Work Motivation.

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1990Delivering quality service: balancing customer perceptions and expectations 1998Performance Management : The New Realities 2009Kinerja dan Pengembangan Kompetensi SDM 2015Organizational Behavior 4

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