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M. Risal
Universitas Muhammadiyah Palopo, South Sulawesi, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Total Quality Management and Service Quality on Customer Satisfaction in Public Services Muhammad Aqsa; M. Risal; Raodlah Nur
PINISI Discretion Review Volume 4, Issue 2, March 2021
Publisher : Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/pdr.v4i2.22770

Abstract

The big problem faced by service providers is how customer satisfaction should be a top priority. Some of the determining factors in customer satisfaction are Total Quality Management and Service Quality. This study aims to determine the effect of Total Quality Management and Service Quality on Customer Satisfaction. With a sample of 76 respondents. By using multiple regression analysis. The results showed that Total Quality Management had a significant and positive effect on customer satisfaction. Likewise, service quality has a significant and positive effect on customer satisfaction. This significant effect applies either partially or simultaneously.
The Influence of Bureaucratic Ethics and Employee Performance on the Quality of Public Services (Case Study at the DPRD Office in Palopo City) Nureny Nureny; M. Risal; Muhammad Aqsa
PINISI Discretion Review Volume 4, Issue 2, March 2021
Publisher : Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/pdr.v4i2.22771

Abstract

Lately, the phenomenon of minimal and low service quality has been widely discussed. Of course, this cannot be separated from the pandemic that has occurred for a long time. This condition certainly interferes with the quality of the services provided. This study aims to obtain information and examine the magnitude of the influence of bureaucratic ethics and employee performance on the quality of public services in the Regional House of Representatives office (Indonesia: Dewan Perwakilan Rakyat Daerah / DPRD) in Palopo City. The sample in this study amounted to 87 respondents. Where the sample is selected by the census technique method. The results found that the correlation value of 43.5% means that bureaucratic ethics has a strong enough relationship to service quality, as well as employee performance. The regression coefficient is 17%. Thus it can be interpreted that bureaucratic ethics and employee performance affect service quality by 17%. Bureaucratic ethics and employee performance have a significant and positive effect on the quality of public services with each having a significance value of 0.000 for bureaucratic ethics and 0.035 for employee performance.
Co-Authors Muhammad Aqsa Nureny Nureny Raodlah Nur