Pengaruh Kinerja Pegawai Terhadap Kualitas Pelayanan Publik (Studi Kasus di Rumah Sakit DKT Surabaya)

Abstract

Every organization both government and private is required to optimize its human resources, as well as how to manage human resources.human resources management cannot be separated from the employee factor who is expected to be able to have the maximum possible achievement in order to achieve an organizational goal. Employee performance affects the quality of public services. The better the employee’s performances, the better quality of services. But on the other handa, there are still some problems related to this, such as the unfriendly play of the staff and the lack of professionalism of the staff to patients. This study aims to answer these problems, thus study aims to determine and analyze how the influence of work quality, communication, speed, ability and initiative on the quality of public services. The population in this study were employees and community patients who were at the DKT Hospital in Surabaya. This study uses statistical calculations .The data obtained were then analyzed using multiple linear regression analysis partially and simultaneously. The results showed that the quality of work, communication, and initiative had a positive and significant effect on the quality of public services, while speed and ability had no significant effect on the quality of public services.