Anang Herry Purwanto, 090810506M (2010) PENGARUH KUALITAS LAYANAN INTERNAL DAN ORIENTASI PEMBERI LAYANAN TERHADAP KINERJA PEGAWAI DI KANTOR PERIJINAN KABUPATEN LAMONGAN. Thesis thesis, UNIVERSITAS AIRLANGGA.

Preview	Text (ABSTRAK) gdlhub-gdl-s3-2011-purwantoan-14449-tps091-k.pdf Download (310kB) | Preview
	Text (FULL TEXT) gdlhub-gdl-s3-2011-purwantoan-12132-tps0910.pdf Restricted to Registered users only Download (1MB) | Request a copy

Abstract

Employee's Performance is the main part to improve service quality in Authorization Office of Lamongan government. It can be seen through Community Satisfaction Index (IKM) that raise every year and has been awarded as the best public service unit in East Java. This achievement is strongly related to the employee's contribution to give their best performance to the organization. The best performance will arise if the employee get something from the organization such as internal service. Service quality is negatively related with retribution performance made in the year 2009, and it cause the orientation changing from target orientation to service quality orientation. The research question is "Do the internal service quality and the service provider orientation are simultaneously and partially affect the employee's performance at Authorization Office of Lamongan Government." The aim of this research is to analyze the effect of the internal service quality and the service provider orientation to the employee's performance at the Authorization Office of Lamongan Government. Using total population as the sample (37 employee) and using questionnaire to collect data, this explanative research is using double regression analysis to see the effect of the independent variable: the internal service quality (X1) and the service provider orientation (X2) to the dependent variable (the employee's performance/ Y). Data analysis shows that (X1) and (X2) are simultaneously and partially affect (Y) in a significant degree.

Actions (login required)

View Item