Proceedings of the International Conference On Social Studies, Globalisation And Technology (ICSSGT 2019)

The Effect of Employee Satisfaction on Service Quality Through Delivery and Professionalism in Labor and Industrial Agency of Padang City

Authors
Wenny Astuti, Dasman Lanin, Syamsir
Corresponding Author
Dasman Lanin
Available Online 4 August 2020.
DOI
https://doi.org/10.2991/assehr.k.200803.006How to use a DOI?
Keywords
Employee Satisfaction, Service Quality, Delivery and Professionalism
Abstract
This study aimed to explain the effect of employee satisfaction on service quality through delivery and profession nalism both directly and indirectly in the office of Labor and Industrial Agency of Padang City. Employee satisfaction in this study was divided into three dimensions of satisfaction, namely job satisfaction, equity satisfaction and disconfirmation satisfaction. This study tried to prove the influence of the exogenous variables on the endogenous variable. The method used in this study was quantitative associative with the subject of employees in the Labor and Industrial Agency of Padang City. Sample was determined through proportionate stratified random sampling. By using the Slovin formula, sample of 47 respondents was obtained. In this study the data were collected using a Likert scale questionnaire which has been tested for its validity and reliability. Before analyzing with path analysis model, the classical assumption and regression tests were first performed. Hypothesis test results prove the existence of a significant influence of each exogenous variable (job satisfaction, equity satisfaction and disconfirmation satisfaction) on endogenous variables (delivery, professionalism and service quality) both simul taneously and partially. Each of these variables had a different influence on the quality of service in the Labor and Industrial Agency of Padang City. The implication of theoretical research was that the theory used in this study was still quite actual and relevant so that this study did not abort existing theories, but could strengthen the theory.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Cite this article

TY  - CONF
AU  - Wenny Astuti
AU  - Dasman Lanin
AU  - Syamsir
PY  - 2020
DA  - 2020/08/04
TI  - The Effect of Employee Satisfaction on Service Quality Through Delivery and Professionalism in Labor and Industrial Agency of Padang City
BT  - Proceedings of the International Conference On Social Studies, Globalisation And Technology (ICSSGT 2019)
PB  - Atlantis Press
SP  - 40
EP  - 50
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200803.006
DO  - https://doi.org/10.2991/assehr.k.200803.006
ID  - Astuti2020
ER  -