The Effect of Performance and Services Quality on Satisfaction of Internal and External Customers Based on Total Quality Management Social Services in Siak District

DOI

10.2991/aebmr.k.200305.174How to use a DOI?

Keywords

performance, Service Quality, customer satisfaction, Total Quality Management (TQM)

Abstract

The success of the nation’s development in Indonesia is inseparable from the role and function of government organizations that carry out government duties because of the success of government organizations in achieving goals that strongly support the achievement of national development goals. In achieving maximum performance a person must be active in completing all his tasks. Also, this action can prevent the occurrence of employee performance phenomena that are not disciplined, giving rise to unsatisfactory actions in providing services to the public. According to external (community) customers/visitors, some of them complained and mentioned that it was not uncommon to find employee phenomena in providing non-optimal services such as employees who were late or lacking in time discipline taken from attendance data. social service offices, employees who are not available when needed under the pretext of attending meetings or other service events. This research used quantitative approach with associative research type that goal to find influence among some variables. The population in this study were employees and visitors to the Siak District Social Service Office, with a total sample of 179 respondents including 25 internal people and 154 external people (community). The sample used in this study was based on Slovin Formula with a tolerance level of 5%. Sampling uses a simple random sampling technique. Data collection tools used are questionnaires/questionnaires arranged according to research variables using a Likert scale, where each question has five alternative answers. The results of the study show that there are effects that are owned by the Performance variable on the internal and external customer satisfaction variables partially is 73.8% internal while the external value is 34.9%. And for the strengh of the influence owned by the Service Quality variable on the internal and external customer satisfaction variables partially is 32.8% internal while the external value is 21.1%.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Asnimar
AU  - Dasman Lanin
PY  - 2020
DA  - 2020/03/10
TI  - The Effect of Performance and Services Quality on Satisfaction of Internal and External Customers Based on Total Quality Management Social Services in Siak District
BT  - Proceedings of the International Conference on Public Administration, Policy and Governance (ICPAPG 2019)
PB  - Atlantis Press
SP  - 9
EP  - 14
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200305.174
DO  - 10.2991/aebmr.k.200305.174
ID  - 2020
ER  -