THE INFLUENCE OF INDIVIDUAL ABILITIES AND INDIVIDUAL CHARACTERISTICS ON THE SERVICE QUALITY OF SERBA JADI DISTRICT OFFICE EMPLOYEES
Main Article Content
Indra Welly Arifin
Hastuti Handayani Harahap
Frederick Rudy Sentosa Rajagukguk
Nikson Sitindaon
This research aims to determine the influence of individual abilities and individual characteristics on the service quality of employees at the Multipurpose District Office in Serdang Bedagai Regency. The type of research used is quantitative research. The nature of this research is replication. The analytical method used is a multiple linear regression model to determine the direction of the relationship between the independent and dependent variables, whether each variable has a positive or negative relationship. The results of this research testing the first hypothesis are accepted, meaningvariableIndividual Abilitiesinfluentialon the Multipurpose District Office Service Quality variable. The second hypothesis test is accepted, meaningvariableIndividual Characteristicsinfluentialon the Multipurpose District Office Service Quality variable. The third hypothesis test is accepted, meaning the Individual Ability variable and the Individual Characteristics variablehave a joint (simultaneous) effect onService qualityMultipurpose District Office. It is better to hope that the Serdang Bedagai District Office of Serdang Bedagai Regency can better appreciate or appreciate every work that has been completed by its employees, which can be shown by expressions given directly or by rewards for employees in order to improve employee performance.
Arini, Kiki Rindy. (2018). Influence of Work Ability and Work Motivation. On Employee Performance. Journal of Business Administration Vol.22 No.1.
Dzikra, FM (2020). The Influence of Service Quality on Consumer SatisfactionUd Car Repair Shop. Sari Motor in Pekanbaru. Economy and Business: Riau Economic and Business Review, 11(3), 262-267.
Fauziah, Nur Hanifah. (2019). "The Influence of Individual Characteristics and Organizational Cultureon the Performance of Twisting Department Employees at PT. Dewa Sutratex II Cimahi”.
Ghozali, Imam. (2016). Multivariate Analysis Applications with Programs. IBM SPSS 23 (8th Edition). Printing VIII. Semarang: Publishing Agency.
Mad Damuri, (2017). Influence of Leadership Style. Characteristics. Individual and. Compensation for Performance. Nurul Hayat Foundation employee. Kediri.
Manengal, B., Kalangi, J. A., & Punuindoong, AY (2021). The Influence of Service QualityTowards Customer Satisfaction at the Ando Tombatu Motorcycle Workshop. Productivity, 2(1), 42-46.
Nisakurohma & Sunuharyo. (2018). The Influence of Individual Characteristics And
Work Environment on Employee Performance (Study of PT EmployeesTigaraksa Satria Tbk Malang Branch). Journal of Business Administration (JAB), 61(3), 109–115.
Putri, SD, & Arifiansyah, R. (2020). The Influence of Service Quality on SatisfactionCustomers at the Cempaka Baru Auto Service Workshop. Stein Erepository, 15(1).
Riyanto, A. (2018). Implications of Service Quality in Increasing Satisfaction. Customers at PDAM Cibadak Sukabumi. Ecodemica Journal, 2(1).
Sugiyono.(2016). Quantitative, Qualitative and R&D Research Methods. Bandung: PT Alfabet.
Sheyla Kristy Rorora. (2018), The Influence of Ability and Personal Skills on Service Quality at PT BANK SULUT Manado Head Office.
Suwardhi, Pantih (2019). Quality of public services at the Talatako District Office, Tojo Una-una Regency.
Tuminto, (2017). Learning Planning (Developing Standards
Teacher Competency). Bandung: Rosdakarya Youth. Page 423.
Wibowo. (2019). Human Resource Management. Jakarta : Earth of Letters.
Winardi. (2019). Leadership in Management. Jakarta: PT. Rineka Cipta.
