Open AccessEffect of Work Culture and Competence on Service Satisfaction through Service Quality: Study in the Department of Integrated Services One Stop (DPTSP) DKI Jakarta Province
Author(s) -
Djoko Setyo Widodo
Publication year - 2018
Publication title -
international journal of management excellence
Language(s) - English
Resource type - Journals
ISSN - 2292-1648
DOI - 10.17722/ijme.v12i1.1044
Subject(s) - competence (human resources) , service quality , business , structural equation modeling , work (physics) , marketing , service (business) , operations management , psychology , social psychology , engineering , mathematics , statistics , mechanical engineering
DKI Jakarta Province, as a representation of Indonesia in the international eye, has all the conditions and support of facilities to be able to provide better licensing services from other regions, but, in reality, the public still complains about the length of time and the cost of obtaining permits in DKI Jakarta. The purpose of this study was to determine the effect of competence, work culture on service quality, to find out the effect of competency, work culture on satisfaction directly and indirectly through service quality as many as 205 samples. The data analysis method used is Structural Equation Modeling (SEM).
The results of the study indicate that there is an influence of work culture and competence on service quality. There is the influence of service quality on satisfaction. There is the influence of work culture and competence on satisfaction mediated by service quality.