PENGARUH KUALITAS PELAYANAN TERHADAP KINERJA PEGAWAI BIDANG PSMA PADA DINAS PENDIDIKAN PROVINSI JAWA BARAT

Karen Laura, - and Janah Sojanah, - and Yosep Hernawan, - (2025) PENGARUH KUALITAS PELAYANAN TERHADAP KINERJA PEGAWAI BIDANG PSMA PADA DINAS PENDIDIKAN PROVINSI JAWA BARAT. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Permasalahan yang dikaji dalam penelitian ini berfokus pada kualitas pelayanan di Bidang PSMA (Pembinaan Sekolah Menengah Atas) Dinas Pendidikan Provinsi Jawa Barat yang dinilai masih belum sepenuhnya mendukung peningkatan kinerja pegawai secara optimal. Penelitian ini bertujuan untuk menganalisis bagaimana kualitas pelayanan dalam dimensi reliabilitas, daya tanggap, jaminan, empati dan bukti fisik memengaruhi kinerja pegawai dalam menjalankan tugas dan tanggung jawabnya. Selain itu, penelitian ini juga ingin mengetahui sejauh mana masing-masing dimensi pelayanan tersebut memberikan kontribusi terhadap peningkatan kinerja pegawai. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survey eksplanatory, dan dianalisis menggunakan teknik statistik deskriptif serta inferensial melalui uji regresi linier. Objek penelitian adalah seluruh pegawai di Bidang PSMA Dinas Pendidikan Provinsi Jawa Barat yang berjumlah 41 orang. Data dikumpulkan melalui penyebaran kuesioner dan survei. Hasil penelitian menunjukkan bahwa kualitas pelayanan dalam aspek reliabilitas, daya tanggap, jaminan, empati dan bukti fisik memiliki pengaruh positif dan signifikan terhadap kinerja pegawai. Temuan ini mengindikasikan bahwa semakin tinggi persepsi pegawai terhadap kualitas pelayanan yang diterapkan di lingkungan kerja, maka semakin baik pula kinerja yang dihasilkan dalam mendukung tercapainya tujuan organisasi secara menyeluruh. The problem examined in this research focuses on service quality in the PSMA (Senior High School Development) Division of the West Java Provincial Education Office, which is considered to still not fully support optimal employee performance improvement. This study aims to analyze how service quality, in terms of reliability, responsiveness, assurance, empathy, and tangibles, influences employee performance in carrying out their duties and responsibilities. Furthermore, this study also aims to determine the extent to which each of these service dimensions contributes to improving employee performance. This research employed a quantitative approach with an explanatory survey method, and was analyzed using descriptive and inferential statistical techniques through linear regression. The study subjects were all 41 employees in the Social and Administrative Services Division of the West Java Provincial Education Office. Data were collected through questionnaires and surveys. The results indicate that service quality, including reliability, responsiveness, assurance, empathy, and tangibles, has a positive and significant impact on employee performance. This finding indicates that the higher employee perceptions of service quality in the workplace, the better their performance, supporting the achievement of overall organizational goals

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations? ID SINTA Dosen Pembimbing : Janah Sojanah 5994617 Yosep Hernawan 6664961
Uncontrolled Keywords:	Kualitas Pelayanan, Kinerja Pegawai Service Quality, Employee Performance
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Depositing User:	Karen Laura
Date Deposited:	27 Oct 2025 07:59
Last Modified:	27 Oct 2025 07:59
URI:	http://repository.upi.edu/id/eprint/143691

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