The Influence of Competence on Quality of Service and Its Implication on Society Satisfaction
Journal Title: Scholars Journal of Economics, Business and Management - Year 2017, Vol 4, Issue 7
Abstract
Abstract:This study aims to describe competence, service quality and society satisfaction, analyze the influence of competence on service quality, analyze the influence of service quality to society satisfaction and analyze the influence of competence to service quality and its implication to society satisfaction. This research uses an explanatory method. The sample in this study is the community as the customer who is applying for the administration service of the license of the 4-wheeled car class when the research took place as many as 100 people. The analysis technique used is descriptive analysis and Structural Equation Modeling (SEM) Analysis. The results of the analysis show that competence is formed from knowledge, skills and work attitude. The main thing of the establishment of competence is the attitude of work reflected from the officers do not differentiate in the service. The quality of service is formed from tangible, reliability, responsiveness, assurance and empathy. The main thing in the formation of service quality is tangibly reflected from the completeness of facilities and infrastructure tasks. Society satisfaction is formed from the fit of expectations and the fulfillment of facilities. The main thing in the formation of society satisfaction is the fulfillment of the facilities reflected from the large parking lot. Competence affects the quality of service. Competence effects society satisfaction. The quality of service affects society satisfaction. The quality of service mediates the influence of competence affects the quality of service. Keywords:Competence, service quality, society satisfaction
Authors and Affiliations
Teddy Rusmawan, WidjiAstuti, . , Boge Triatmanto
Keywords
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