eprintid: 426
rev_number: 9
eprint_status: archive
userid: 50
dir: disk0/00/00/04/26
datestamp: 2022-08-25 08:01:35
lastmod: 2022-08-25 08:01:35
status_changed: 2022-08-25 08:01:35
type: thesis
metadata_visibility: show
creators_name: Suratni, 
creators_name: Notosudjono, Didik
creators_name: Suhardi, Eka
creators_NPM: 073118013
creators_NPM: 0424096001
creators_NPM: 0416076701
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: Notosudjono, Didik
contributors_name: Suhardi, Eka
contributors_NIDN: 0424096001
contributors_NIDN: 0416076701
corp_creators: Universitas Pakuan
corp_creators: Sekolah Pascasarjana
corp_creators: Manajemen Pendidikan S3
title: Peningkatan Kualitas Layanan (Service Quality) melalui Pengembangan Etos Kerja, Komunikasi Interpersonal, dan Komitmen Profesional Tenaga Kependidikan (Studi Empirik Menggunakan Metode Structural Equation Modeling (SEM) pada Tenaga Kependidikan IPB-University)
ispublished: pub
subjects: AC
divisions: Pro_MP
full_text_status: public
abstract: This study consists of three endogenous variables, namely service quality, interpersonal communication and professional commitment, along with work ethic as a sole exogenous
variable. Samples for this study were gathered from 306 government-employed and regular education staff of IPB, distributed in 37 Departments, 10 Faculties and Directorate. Data analysis were performed using Structural Equation Modelling (SEM) Lisrel 8.8 with two tests, namely evaluation of measurement and structural models, and service quality gap analysis. Measurement model evaluation were performed using t-test and path coefficient/estimate (loading factor). The evaluation of measurement model showed (a) work ethic positively affects interpersonal communication with t-statistic value of 18,28 > t-table 1,96 and path coefficient value of 0,70, (b) work ethic positively affects professional comitment with t-statistic value of 9,38> t-table 1,96 and path coefficient value ofO,24, (c) interpersonal communication positively
affects professional commitment with t-statistic value of 6,74> t-table 1,96 and path coefficient value of 0,75, (e) work ethic had a direct positive effect to service quality with t-statistic value of2,74 > t-table 1.96 and path coefficient value of 0,11, (f) through work ethic variable, interpersonal communication had an indirect positive effect to service quality with t- tatistic
value of 0,41 < t-table 1,96 and path coefficient value of 0,021, (g) professional commitment had a direct positive effect to service quality with value of 0,48 < t-table 1,96 and path
coefficient value of 0,024. Gap analysis on service quality were mapped into 4 priority quadrant (cartesian quadrant) with indicator of assurance and empathy placed at first quadrant, indicating lower performance and . considered rather insignificant or uncompelling. This possibly caused by too much/little attention that given to those factors by the management. Tangible, reliability and responsiveness indicators were placed at the third quadrant. These indicators were considered important and conceived as a supporting factor of service quality that gave directors an obligation to check whether their institution performance can maintain its previous achievements. According to the results, it can be concluded that an agency, both public and private, in building
quality services, requires harmony and harmonization of spirit, self-confidence, feedback response and responsibility to perform better in carrying out tasks according to the rules, so that the stated goals can be achieved
date: 2021
date_type: published
institution: Universitas Pakuan
department: Manajemen Pendidikan S3
thesis_type: Disertasi
thesis_name: Doktor
citation:   Suratni and Notosudjono, Didik and Suhardi, Eka  (2021) Peningkatan Kualitas Layanan (Service Quality) melalui Pengembangan Etos Kerja, Komunikasi Interpersonal, dan Komitmen Profesional Tenaga Kependidikan (Studi Empirik Menggunakan Metode Structural Equation Modeling (SEM) pada Tenaga Kependidikan IPB-University).  disertasi thesis, Universitas Pakuan.   
document_url: http://eprints.unpak.ac.id/426/1/1.pdf
document_url: http://eprints.unpak.ac.id/426/2/2.pdf
document_url: http://eprints.unpak.ac.id/426/3/3.pdf