IJSTR

International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
0.2
2019CiteScore
 
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020

CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT

IJSTR >> Volume 9 - Issue 3, March 2020 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



Employee Performance Factors In Service Quality At Regent’s/ City’s Investment And One Stop Integrated Services (Dpmptsp) In Riau Province

[Full Text]

 

AUTHOR(S)

Sri Indrastuti S., Amries Rusli Tanjung, Hamdi Agustin, Rosmayani, Laila Hafni

 

KEYWORDS

Work Commitment, Organizational Culture, Motivation, Job Satisfaction, Performance, and Service Quality

 

ABSTRACT

This research aimed at studying and analyzing the factors of employee performance and quality service at Regent’s/ City’s Investment and One Stop Integrated Services (DPMPTSP) in Riau Province. The sample was taken 25% of the population in 12 Board units in Investment Board and One Stop Service (DPMPTSP) in Riau province. Four chosen units were: 1. DPMPTSP in Siak regency, 2. DPMPTSP in Kampar regency, 3. DPMPTSP in Pekanbaru city, and 4. DPMPTSP in Riau province. The overall samples were 262 people consisted of 131 employees in the Board and 131 active loyal users of the service provided. The result of this research used regression analysis and data processing by using SEM PLS. The result showed that job satisfaction had positive significant effect to the service quality. The employee performance had positive significant effect to the service quality. Work commitment, organizational culture, motivation, and job satisfaction had no effect on employee performance and service quality.

 

REFERENCES

[1]. Ahmad,M. B.,Wasay, E.,& Malik, S.U. (2012). Impact of employee motivation on customer satisfaction : study of Airline industry in Pakistan, Interdisciplinary journal of cotemporary research in business, 4(6). 531- 539.
[2]. Al-Ibrahim, A., 2014. Quality Management and Its Role in Improving Service Qualityin Public Sector .Journal of Business and Management Sciences, Vol. 2, No. 6, 123-147
[3]. Allen, N.J. & Grisaffe, D.B. (2001), Employee commitment to the organization and customer reactions: Mapping the linkages. Human Resource Management Review, 11(3), 209-236.
[4]. Allen, N. J andMeyer, J. P.1990. The Measurement and Antecedents of Affective, Continuance, and normative Commitment. Journal of Occupational Psychology, vol.63,pp.1-8.
[5]. Barber, A.E., Dunham, R. and Formisano, R.A. (1992), “The impact of flexible benefits on Employee satisfaction: a field study”, Personnel Psychology, Vol. 45, pp.55-75.
[6]. Benkhoff, B. 1997. Ignoring Commitment is Costly: New Approaches Establish the Missing Link between Commitment and Performance. Human Relation Journals. vol.50.no.6.pp.701-726
[7]. Biswas, S. 2011. Commitment, Involvement and Satisfaction as Predictors of Employee Performance. South Asian Journal of Management. April-Juni. vol.18.no.2 pp. 92-107
[8]. Begley, T., & Czajka, J. (1993). Panel analysis of the moderating effects of commitment on satisfaction, intent to quit and health following organisational change. Journal of Applied Psychology, 78 (3),552-556.
[9]. Benkhoff, B. (1997). Disentangling organisational commitment: the changes of OCQ for research and policy. Personal review, 26 (1),114-20.
[10]. Bodla, M. A., & Danish, R. Q. (2009). Politics and workplace: an empirical examination of the relationship between perceived organizational politics and work performance. South Asian Journal of Management, 16(1),44-62.
[11]. Bodla, M.A., & Naeem, B. (2008a). What Satisfies Pharmaceutical Salesforce in Pakistan? The International Journal of Knowledge, Culture, & Change Management,8.
[12]. Bodla, M.A., & Naeem, B. (2008b). Relevance of Herzberg’s Theory to Pharmaceutical Salesforce in Pakistan. The International Journal of Knowlede, Culture, & Change Management,8.
[13]. Brewer, GA and Selden SC (1998) Whistle blowers in the federal civilservice : new evidence of public service ethic. Journal of public Administration Research and Theory 8 (3):413-39.
[14]. Chowdhary,N., Prakash, M., 2007) "Prioritizing service quality dimensions", Managing Service Quality: An International Journal, Vol. 17 Issue: 5, pp.493-509, doi:10.1108/09604520710817325.
[15]. Chintallo, S & Mahadeo, J. (2013). Effect of Motivation on Employees’ Work Performance at Ireland Blyth Limited: Proceedings of 8th Annual London Business Research Conference Imperial College, London,UK, 8 ISBN: 978-1-922069-28-3.
[16]. Clugston, M. (2000). The mediating effects of multidimensional commitment on job satisfaction and intent to leave. Journal of Organisational Behaviour, 21(4),477-486.
[17]. Cohen, A. 2007. An Examination of the Relationship Between Commitments and Culture Among five Cultural Groups of Israeli Teachers. Journal of Cross-Cultural Psychology, vol. 38 no. 1, pp.34-49.
[18]. De Feo, J.A. (2015). Juran’s Quality Management and Analysis. Singapore: By McGraw- Hill Education,p.267.
[19]. Denison, D. R. 1990. Corporate Culture and Organizational Effectiveness. John Wiley & Sons. New York.
[20]. Dwiyanto, Agus, 2003, Reformasi Tata Pemerintahan dan Otonomi Daerah, Cetakan Pertama, PSKK, Universitas Gajah Mada,Yogyakarta.
[21]. Gantsho .Yonela &Sukdeo. Nita, (2018). Impact Of Organizational Culture on service Quality. Proceedinga of the International Conference on Industrial Enginering and Operations Management Paris, France, July26- 27.
[22]. Ghani, A. 2006. The Influence of LeadershipStyle, Organizational Culture and Work Motivation to Employee Performance of Wood Proccessing Industry in Makasar. Unpublished Dissertation, Postgraduate Program BrawijayaUnivercity-Malang.
[23]. Ghayas.Muhammad,Muzammil & Hussain,Javed. (2015). Job Satisfaction, Service Quality and The Customer Satisfaction In The IT Sector Of Karachi. Internationl E-Journal Of Advances in Social Sciences, Vol.I, Issue 3 December2015.
[24]. Gibsons, J. H., Ivancevich, J. M and Donelly. Jr. 1998. Organisasi dan Manajemen. Perilaku, Struktur dan Proses. Fourth Edition. Erlangga.Jakarta.
[25]. Gillespie, A.M., Denison, D.R., Haaland, S., Smerek, R., Neale, S.W., 2007. Linking organizational culture and customer satisfaction. European Journal of Work and Organizational Psychology.
[26]. Givarian, H., Samani, A., Ghorbani, R., Samani, R., 2013. Studying The Impact Of Organizational Culture On Customers’ Satisfaction In Post Organization, Sci.Int(Lahore),25(3),657-662,2013.
[27]. Gounaris, S.P. (2005). Trust and commitment influences on customer retention: Insights from business-to-business services. Journal of Business Research, 58(2),126-140.
[28]. Hackman, J.R., & Oldham, G.R. (1976). Motivation through the design of work: Test of a Thoery. Organisational Behaviour and Human Performance, 16 (4),250-279.
[29]. Hartline, M. D., & Ferrel, O.C. (1996). The management of customer-contact service employees: an empirical investigation. The Journal of Marketing, 52-70.