Pengaruh Pengawasan, Evaluasi Dan Kepemimpinan Terhadap Kualitas Pelayanan Dengan Kepuasan Kerja Sebagai Variabel Mediasi Pada Biro Umum Sekretariat Daerah Provinsi Nusa Tenggara Timur

DA COSTA, Boby Lodovic (2023) Pengaruh Pengawasan, Evaluasi Dan Kepemimpinan Terhadap Kualitas Pelayanan Dengan Kepuasan Kerja Sebagai Variabel Mediasi Pada Biro Umum Sekretariat Daerah Provinsi Nusa Tenggara Timur. Masters thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

Thesis entitled “The Influence of Supervision, Evaluation and Leadership on Service Quality with Job Satisfaction as a Mediating Variable in the General Bureau of the Secretariat of East Nusa Tenggara Province”, by Boby Lodovic Da Costa NIM 811211009MM, supervised by Dr. Cosmas Fernandez, SVD, MA and Dr. Henny A. Manafe., SE., MM. The government is required to produce services that are economical, effective, efficient and accountable. One of the regional apparatus organizations or organizations that has contributed to the implementation of the duties of the NTT Provincial Government is the General Bureau of the Regional Secretariat of East Nusa Tenggara Province. Based on the results of interviews, data and observations, it was found that there were problems with service quality, namely the targeted service tasks had not been achieved 100% or only 70% had been achieved. The purpose of this study was to find out: 1) description of service quality, job satisfaction, supervision, evaluation, and leadership at the General Bureau of NTT Province. 2) the direct influence of supervision, evaluation, leadership on employee job satisfaction. 3) the direct influence of supervision, evaluation, leadership and job satisfaction on service quality. 4) the indirect influence of supervision, evaluation and leadership on the quality of service at the NTT Provincial General Bureau through job satisfaction.. This research uses quantitative methods. The research sample consisted of 138 employees of the General Bureau of the Province of NTT. Data was collected by distributing questionnaires and analyzed using descriptive and inferential statistics using the SmartPLS application. The results of the descriptive statistical analysis show that the variables of service quality, supervision, evaluation, leadership and job satisfaction are in the good category. The results of inferential statistical analysis show that supervision, evaluation, leadership have a positive and significant effect on employee job satisfaction. Supervision, evaluation, leadership and job satisfaction have a positive and significant effect on service quality. Job satisfaction mediates the influence of supervision, evaluation and leadership on service quality. The R Square value indicates that the contribution of monitoring, evaluation, leadership and job satisfaction variables to service quality is 67% and the contribution of monitoring, evaluation, and leadership variables to job satisfaction variables is 69%. Based on the results of this study, it can be suggested to the General Bureau of the Regional Secretariat of the Province of NTT to improve the implementation of monitoring and evaluation, namely carrying out regular monitoring and evaluation; paying attention to leadership factors, within the organization to a very good level by focusing on managerial functions and increasing work motivation in order to support improving employee performance to a very good level.

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