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Soewarto Hardhienata
Universitas Pakuan
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Journal : International Journal of Business and Social Science Research

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Modeling and Optimizing Service Quality Improvement (Empirical study uses the POP-HRM approach to training instructors Security Unit in Bogor Regency) Uli Rohana Siregar; Soewarto Hardhienata; Sri Setyaningsih
International Journal of Business and Social Science Research Vol. 4 No. 8 (2023): Vol. 4 No. 8 (2023): August (IJBSSR)
Publisher : The Institute of Academic Research and Publication (IARP)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47742/ijbssr.v4n8p1

Abstract

This study aims to find ways and strategies to improve service quality by analyzing the influence of other variables on service quality. The other variables are organizational support, work motivation, job satisfaction, and work commitment. Furthermore, the methods and strategies for improving the quality of education and training services found were made recommendations to related parties, namely the Republic of Indonesia Police, leaders of education and training institutions, and training instructors for the Security Unit in Bogor Regency. The population is as many as 168 instructors of security training and training from 33 security training institutions, spread across 16 sub-districts in the Bogor Regency area. The research sample is 118 respondents. Data analysis used SITOREM analysis. The results of the study show 1) There is a direct positive effect of organizational support on service quality with a path coefficient (βy1) of 0.302, so that strengthening organizational support can improve service quality; 2) There is a direct positive effect of work motivation on service quality with a path coefficient (βy2) of 0.211, so that strengthening work motivation can improve service quality; 3) There is a direct positive effect of job satisfaction on service quality with a path coefficient (βy3) of 0.201, so that strengthening job satisfaction can improve service quality; 4) There is a direct positive effect of work commitment on service quality with a path coefficient (βy4) of 0.212, so that strengthening work motivation can improve service quality; 5) There is a direct positive effect of Organizational Support on job satisfaction with a path coefficient (βy31) of 0.432, so that strengthening organizational support can increase job satisfaction; 6) There is a direct positive effect of work motivation on job satisfaction with a path coefficient (βy32) of 0.535, so that strengthening work motivation can increase job satisfaction; 7) There is a direct positive effect of Organizational Support on work commitment with a path coefficient (βy41) of 0.553, so that strengthening organizational support can increase work commitment; 8) There is a direct positive effect of work motivation on work commitment with a path coefficient (βy42) of 0.412, so that strengthening work motivation can increase work commitment; 9) There is an indirect positive effect of organizational support on service quality through job satisfaction with a path coefficient (βx13y) of 0.091, so that strengthening organizational support can improve service quality through strengthening job satisfaction; 10) There is an indirect positive effect of work motivation on service quality through job satisfaction with a path coefficient (βx23y) of 0.113, so that strengthening work motivation can improve service quality through strengthening job satisfaction; 11) There is an indirect positive effect of organizational support on service quality through work commitment with a path coefficient (βx14y) of 0.087, so that strengthening organizational support can improve service quality through strengthening work commitment; 12) There is an indirect positive effect of work motivation on service quality through work commitment with a path coefficient (βx24y) of 0.117, so that strengthening work motivation can improve service quality through strengthening work commitment; 13) There is a direct positive effect of work motivation on organizational support with a path coefficient (βy12) of 0.852, so strengthening work motivation can increase work commitment.
Co-Authors Abdul Aziz, Aceng Abdul Wahid Zaini Ade Sobandi, Ade Adhinugraha, R. Bukit Adhinugraha Andi Chairunnas Andi Hermawan Andi Hermawan andi hermawan Andiana, Anisa Anindita Dyah Sekarpuri Aqila, Fahira Nur Aripin, Moch Astuti, Natalia Tri Atep Yulia Nugraha Azkhar Azkhar Benny Rachman Bibin Rubini Dede Muharamsyah Dedi Usmayadi Dian Wulandari Dian Wulandari Edowai, Yefri Eka Suhardi Elisha Yochanan Elyza Martiarini Erie Hermawan Atmawidjaja Ersam Mahendrawan Erwin Novriyanto Fauzi Ahmad Muda Fitri Anjaswuri Four Meiyanti Gita Kencanawaty, Gita Griet Helena Laihad Gugun Gunadi Handayani Handayani Hartono, Rudi Hayatullisma, Gina Herfina Herfina Heriyanto Heriyanto Hidayat, Nandang Iis Lestari, Iis Ika Yanti Sholihah Ikhsan Ikhsan Ikhwan Hadianto Munajat Ira Miranti Irma Fitriyanti Irman Hermadi Iyan Irdiyansyah Jaya, Ramdan Junanto, Try Khasanah Khasanah Koro, Bagas Koswara, Dudung Linawati Linawati Lisa Chandrasari Desianti M Entang M. Fathor Rozi Maskanah Maskanah Maskanah Medria Kusuma Dewi Mohammad Mukhayadi Muhammad, Nurlaila Muharam, Hari Nandang Hidayat Nandang Hidayat Nasution, Winda Suci Lestari Negara, Teguh Puja Nelfuad, Nelfuad Noor Sjahid Novriyanto, Erwin Nugraha, Atep Yulia Nugraha, Mohammad Lutfi Nurdin Budiyanto Nuroto Nuroto Oding Sunardi Ponijan Ponijan Ponijan Prihastuti Harsani R. Siti Pupu Fauziah Raden Enen Rosa Manggung Rahmat Darsono Rais Hidayat RAIS HIDAYAT, RAIS Riani Tustia Dewi Rindu Rahayu Agustin Rita Retnowati Rita Retnowati Saripudin, Deni Septiani, Fauziah Setyaningsih, Sri Setyo Edy Susanto Sisdiyanto, Mochamad Sidik Siti Zubaidah Sri Setyaningsih Sri Setyaningsih Sri Setyaningsih Sri Setyaningsih Sri Setyaningsih Sri Setyaningsih, Sri Setyaningsih Sufiatul Maryana Sugiartowo Sugiartowo Suhendra Suhendra Suhendra Suhendra Sunaryo, Widodo Sutisna, Didi Syarif Maulana Taufiq Ismail, Yosa Teguh Pribadi Tiarma Ika Yuliana, Tiarma Ika Triningsih Triningsih Tristan Kusumawati Alexandra Uli Rohana Siregar Vera Sri Wahyuni Wahyuni, Vera Sri Widodo Sunaryo Widodo Sunaryo Widodo Sunaryo Widodo Sunaryo Widodo Sunaryo Wisman Jaya, Herdi Wulandari , Dian Yayan Hadiyat Yochanan, Elisha Yosa Taufiq Ismail Yudhie Suchyadi yusnita, nancy YUYUN ELIZABETH PATRAS, YUYUN ELIZABETH