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All Journal Jouska: Jurnal Ilmiah Psikologi
Yoga Pratama
Universitas Medan Area
Social Sciences

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Kualitas Pelayanan Publik Berdasarkan Tingkat Kinerja Pegawai pada BKDPSDM Pemerintah Kota Medan Yoga Pratama; Maryono Maryono; Agung Suharyanto
Jouska: Jurnal Ilmiah Psikologi Vol 5, No 1 (2026): Jouska: Jurnal Ilmiah Psikologi Februari
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jsa.v5i1.4647

Abstract

This study aimed to analyze differences in public service quality based on employee performance levels at the Regional Civil Service and Human Resources Development Agency (BKDPSDM) of the Medan City Government. A quantitative approach with a comparative research design was employed. The study population consisted of 200 individuals, from which 88 respondents were selected using purposive sampling. Data were collected through service quality and employee performance scales using a four-point Likert response format. Data analysis began with assumption testing, including normality and homogeneity tests, followed by an independent samples t-test to determine differences in service quality between employee groups based on their performance levels. The results revealed a significant difference in service quality between employees with high and low levels of performance. Employees in the high-performance group demonstrated better service quality than those in the low-performance group. These findings suggest that employee performance level is associated with the quality of public services delivered at the BKDPSDM of the Medan City Government. The findings may serve as a consideration for the agency in developing strategies to improve service quality through competency development, strengthened work discipline, and enhanced employee professionalism.
Co-Authors Agung Suharyanto Maryono Maryono