Peningkatan Kualitas Layanan (service Quality) melalui Pengembangan Etos Kerja, komunikasi Interpersonal, dan Komitmen Profesional Tenaga Kependidikan: studi empirik menggunakan Metode Structural Equation Modelling (SEM) pada Tenaga Kependidikan IPB University
This study consists of three endogenous variables, namely service quality, interpersonal communication and professional commitment, along with work ethic as a sole exogenous variable. Samples for this study were gathered from 306 government-employed and regular education staff of IPB, distributed in 37 Departments, 10 Faculties and Directorate. Data analysis were performed using Structurai Equation Modelling (SEM) Lisrel 8.8 with two tests, namely evaluation of measurement and structural models, and service quality gap analysis. Measurement model evaluation were performed using t-test and path coefficient/ estimate (loading factor). The evaluation of measurement model showed (a) work ethic positively affects interpersonal communication with t-statistic value of 18,28 >t-table 1,96 and path coefficient value of 0, 70, (b) work ethic positively affects professional comitment with t-statistic value of 9,38 >t-table 1,96 and path coefficient value of 0,24, ( c) interpersonal communication positively affects professional commitment with t-statistic value of 6, 74 >t-table 1,96 and path coefficient value of 0,75, ( e) work ethic had a direct positive effect to service quality with t-statistic value of 2,74 >t-table I .96 and path coefficient value of 0, I I, (f) through work ethic variable, interpersonal communication had an indirect positive effect to service quality with t-statistic value of 0,41 < t-table I ,96 and path coefficient value of 0,021, (g) professional commitment had a direct positive effect to service quality with value of 0,48 < t-table 1,96 and pathcoefficient value of 0,024. Gap analysis on service quality were mapped into 4 priority quadrant ( cartesian quadrant) with indicator of assurance and empathy placed at first quadrant, indicating lower performance and considered rather insignificant or uncompelling. This possibly caused by too much/little attention that given to those factors by the management. Tangible, reliability and responsiven_ess indicators were placed at the third quadrant. These indicators were considered important and conceived as a supporting factor of service quality that gave directors an obligation to check whether their institution performance can maintain its previous achievements. According to the results, it can be concluded that an agency, both public and private, in building quality services, requires harmony and harmonization of spirit, self-confidence, feedback response and responsibility to perform better in carrying out tasks according to the rules, so that the stated goals can be achieved.
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