Pengaruh Inovasi Organisasi Terhadap Kualitas Jasa Pelayanan Pelabuhan

Abstract

The purpose of this study was to analyze research (tangible, reliability, responsiveness, assurance and emphy) on service quality, using the Innovative Internal Service Quality Model (IISQ). The research method used is a quantitative descriptive method using multiple linear regression analysis. The results showed tangible and tangible evidence of the quality of partial services. While the variable reliability, responsiveness, assurance, empathy affect positively on the quality of service is not significant. This means that businesses that involve activities / products actually produce quality services. While other activities are only as a support for improving the quality of service. The responsiveness variable has a dominant influence on service quality, but it is not significant. This shows how the implementation of activities and service providers have a great response to the quality of service, meaning that port service providers are very responsive to the needs of port service users, so satisfied users will get help for those needs.

Improving The Quality Of Public Services Through Work Capabilities And Implementation Of E-Government With Innovative Behavior As Mediation

“…The decision is to accept the alternative hypothesis, meaning that hypothesis three (H3) which states that innovative behavior has a significant positive effect on the quality of public services can be accepted. This means that if employees' innovative behavior is higher, it will improve the quality of public services, in accordance with the research results of Anwar et al, (2019) and Faris et al, (2020) which state that innovative behavior has a positive and significant influence on the quality of public services.…”

“…Innovation behavior can be seen as an effective way to improve service quality. This is in line with the research results of Anwar et al, (2019) and Faris et al, (2020) which stated that innovative behavior has a significant positive effect on the quality of public services.…”