Pengaruh Kompetensi Pegawai dan Iklim Organisasi Terhadap Kualitas Pelayanan di Unit Pelaksana Pelayanan Terpadu Satu Pintu Kota Administrasi Jakarta Barat

Authors

  • A.H. Rahadian Lembaga Penelitian dan Pengabdiaan Kepada Masyarakat (LPPM) Institut Ilmu Sosial dan Manajemen STIAMI
  • Albertina Novi Lembaga Penelitian dan Pengabdiaan Kepada Masyarakat (LPPM) Institut Ilmu Sosial dan Manajemen STIAMI
  • Sri Sundari Lembaga Penelitian dan Pengabdiaan Kepada Masyarakat (LPPM) Institut Ilmu Sosial dan Manajemen STIAMI
  • Mary Ismowati Lembaga Penelitian dan Pengabdiaan Kepada Masyarakat (LPPM) Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

https://doi.org/10.31334/trans.v1i1.146

Keywords:

employee competence, Organizational Climate, the Quality of Customer Service.

Abstract

This study aims to determine how much Effect of Employee Competence and Organizational Climate on the Quality of Customer Service in One Stop Integrated Service Unit West Jakarta Administration, by taking a sample of 93 respondents. Both independent variables and the dependent variable is operationalized by research method as follows: Sampling is done by using the technique sampling; Scoring of answers of respondents using a Likert Scale Technique; using Quantitative Descriptive Data Analysis. From the above results, it can be concluded that the hypothesis that the authors propose is acceptable, because there is a positive Effect of Employee Competence and Organizational Climate either partially or simultaneously on the Quality of Customer Service in One Stop Integrated Service Unit West Jakarta Administration.

 

References

Buku

Davis K, Newstrom JW, 2001. Perilaku dalam Organisasi. Jilid 1, Terjemahan. Jakarta: Penerbit Erlangga.

Effendy, Onong. 2000. Ilmu Teori dan Filsafat Komunikasi. Bandung : PT.Rosdakarya.

Hayes, J. 2000. Interpersonal Skills at Work. Retrived from: http://www.workpsychologyarena.com/books/book.asp?isbn=0415227755.

Rahadian, AH. 2004, Mewujudkan Good Governance Melalui Pelayanan Publik, Jakarta: Jurnal Transparansi Vol.1 No.2; hal 57-70

Umar, Husein. 1999, Riset Sumber Daya Manusia Dalam Organisasi, Jakarta : P.T. Gramedia Pustaka Uatama.

Dokumen

Undang-Undang Nomor 25 tahun 2009 tentang Pelayanan Publik dijelaskan Pelayanan publik.

Peraturan Pemerintah Republik Indonesia Nomor 96 Tahun 2012 tentang Pelaksanaan Undang-Undang Nomor 25 tahun 2009 tentang Pelayanan Publik.

Peraturan Presiden Nomor 97 Tahun 2014 tentang Penyelenggaraan Pelayanan Terpadu Satu Pintu.

Peraturan Daerah Nomor 12 Tahun 2013 tentang Penyelenggaraan Terpadu Satu Pintu.

Peraturan Gubernur Nomor 57 tahun 2014 tentang Pelaksanaan Peraturan Daerah Nomor 12 Tahun 2013 tentang Penyelenggaraan Pelayanan Terpadu Satu Pintu.

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Published

2018-07-31

Issue

Vol. 1 No. 1: Juni 2018

Section

Articles

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