Integrated Service Quality Analysis Towards Performance of Employee Agency Integrated One Door Services (BPTSP) in DKI Jakarta With Customer Satisfaction as an Intervening Variable

DOI

10.2991/aebmr.k.200915.070How to use a DOI?

Keywords

reliability, responsiveness, assurance, empathy, physical evidence, employee performance, public satisfaction

Abstract

The purpose of this research is to investigate the influence of service quality, customer satisfaction, service quality to employee performance in BPTSP DKI Jakarta. The sample of this study as many as 300 respondents. Data processing method, using SEM technique. The type of data in this study is qualitative data generated through survey results of the communities currently in the One Stop Integrated Service Agency with Competency Scale, Power Response, Guarantees, Empathy, Physical Evidence on Employee Performance One Stop Service Centre (BPTSP) In DKI Jakarta with Customer Satisfaction Being Intervening Variable. The result of research with hypothesis test obtained as follows: Reliability has positive and significant impact on customer satisfaction. Responsiveness does not have a positive effect on customer satisfaction BPTSP DKI Jakarta. Guaranteed positive impact on customer satisfaction BPTSP DKI Jakarta. Empathy does not have a positive impact on customer satisfaction (society) of BPTSP DKI Jakarta. Physical evidence does not have a positive impact on customer satisfaction BPTSP DKI Jakarta. Reliability has a positive impact on the performance of Jakarta BPTSP. Responsiveness does not have a positive impact on the performance of Jakarta BPTSP. Guaranteed positive impact on the performance of Jakarta BPTSP. Empathy does not have a positive impact on the performance of Jakarta BPTSP. Physical evidence has no positive and significant impact on Jakarta BPTSP. customer satisfaction has a positive impact on the performance of BPTSP DKI Jakarta.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Sri Kartika Sari Antariksa
PY  - 2020
DA  - 2020/09/15
TI  - Integrated Service Quality Analysis Towards Performance of Employee Agency Integrated One Door Services (BPTSP) in DKI Jakarta With Customer Satisfaction as an Intervening Variable
BT  - Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020)
PB  - Atlantis Press
SP  - 314
EP  - 316
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200915.070
DO  - 10.2991/aebmr.k.200915.070
ID  - Antariksa2020
ER  -