Pengaruh Budaya Organisasi, Etos Kerja, Komunikasi dan Sistem Pengendalian Terhadap Mutu Pelayanan Pegawai pada UPTD Laboratorium Kesehatan Provinsi Nusa Tenggara Timur

NGADDI, Yane (2022) Pengaruh Budaya Organisasi, Etos Kerja, Komunikasi dan Sistem Pengendalian Terhadap Mutu Pelayanan Pegawai pada UPTD Laboratorium Kesehatan Provinsi Nusa Tenggara Timur. Masters thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study is conducted due to the clients’ complaints on the staff service quality of the East Nusa Tenggara (NTT) Province Health Laboratory Institution. The following factors are estimated to influence the quality service: organizational culture, work ethic, communication and controlling system. this study aims to know: (1) The respondents’ perception on Organizational culture, Work Ethic, Communication, Controlling System and the Staff Service Quality of NTT Province Health Laboratory Institution; (2) The significance of effect of Organizational Culture, Work Ethic, Communication and Controlling System partially on the Staff Service Quality of NTT Province Health Laboratory Institution; (3) The significance of effect of Organizational Culture, Work Ethic, Communication and Controlling System simultaneously on the Staff Service Quality of NTT Province Health Laboratory Institution. The population in this research is 40 employees, both public and non-public employees, and all are taken as respondents (census). The data are collected using a questionnaire and interview and then are analyzed applying descriptive statistic and inferential statistic (multiple linear regression). The results of descriptive statistic analysis indicate that Organizational culture, Work Ethic, Communication, Controlling System and staff service quality are categorized as good. The results of inferential statistical analysis (t-test) show that four independent variables partially have a significant effect on employees’ service quality. The results of F-test show that four independent variables simultaneously have significant effect on employees’ service quality. The results of determination coefficient (R2) indicate that the four independent variables contribute 93.6% on service quality and the rest of 6.4% is contributed by other variables excluded in this research, such as achievement motivation, level of education and so on. It is recommended to NTT Province Health Laboratory Institution to continuously enhance the staff service quality or at least to maintain the current staff service quality.

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