DAMPAK KINERJA PEGAWAI TERHADAP KUALITAS PELAYANAN PUBLIK DI PDAM KOTA BOGOR
Abstract
The quality of public services at the Bogor Regency PDAM Office is still considered problematic. The existence of several complaints due to water outages and clean water quality is still there. Some experts claim that employee performance influenced the quality of public services. Therefore, this study aims to: analyze the performance of employees at the PDAM Office, Bogor Regency; analyzing the quality of public services at the PDAM Office, Bogor Regency; examine whether there is an effect of employee performance on the quality of public services. The method used in this study is a correlational method with a quantitative approach, which is looking for relationships (the effect of one variable on another variable. The study results indicate that the performance of employees at the PDAM Office, Bogor Regency, is considered to be quite good, and the quality of public services is also quite good. Statistical test results show that there is a significant influence on employee performance on the quality of public services.References
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Atmosudiro, P. S. (1982). Administrasi dan Manajemen Umum. Jakarta: Ghalia Indonesia.
Atmosudiro, P. S. (1988). Business Administration. Jakarta: Ghalia Indonesia.
Atmosudiro, Sumijati, Nugrahani, D., Nugraha, W., Ch.R., & Sektiadi. (2004). Cultural Tourism Model Based on Weaving in Lombok. Yogyakarta.
Garvin dalam Lovelock. (1994). Competing on the Eight Dimension of Quality. HarvardBusiness Review, November –Desember 1984.
Gaspersz, V. (1997). Manajemen Kualitas Dalam Industri Jasa. Jakarta: PT Gramedia Pustaka Utama.
Gasperz, V. (2011). Total Quality Management. Jakarta: PT. Garamedia Pustaka Umum Utama.
Griffin. (1997). Management. USA: Houghton Miffin Company.
Kristina, L., Rahmawati, R., & Salbiah, E. (2018). Peningkatan Kualitas Pelyanan IMB dalam Meningkatkan Pendapatan Asli Daerah Kota Bogor Diwilayah Kecamatan Bogor Timur. Jurnal GOVERNANSI ISSN P-2442-3971; e-ISSN 2549-7138, 4(1 (April)), 33–44.
Kurtz, L. D., & Clow, K. (1998). Service Marketing. New York, USA: John Willey & Sons.
Munispa, S., Amri, C., & Rahmawati, R. (2016). Studi Tentang Kualitas Pelayanan Kesehatan Di Puskesmas Ciawi Kabupaten Bogor. Jurnal GOVERNANSI ISSN 2442-3971, 2(2), 93–101.
Ndraha, T. (2003). Kybernology (Ilmu Pemerintahan Baru). Jakarta: Rineka Cipta.
Osborne, D., & Plastrick, P. (1997). Banishing Bureaucracy. USA: Addison Wesley Publishing Company.
Tjiptono, F., & Chandra, G. (2011). Service Quality and Satisfaction (edisi 3). Yogyakarta: Andi Offset.
Umar, H. (2006). Strategic Control. Jakarta: Universitas Trisakti.
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Published
2020-10-27
How to Cite
Heryati, A. (2020). DAMPAK KINERJA PEGAWAI TERHADAP KUALITAS PELAYANAN PUBLIK DI PDAM KOTA BOGOR. ADMINISTRATIE Jurnal Administrasi Publik, 2(2). Retrieved from https://ojs.unida.ac.id/AJAP/article/view/3339
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