Fauzan Priambodo, 7101415282 (2020) PENGARUH FASILITAS KANTOR, TATA RUANG KANTOR, DAN KOMPETENSI PEGAWAI TERHADAP KUALITAS PELAYANAN DI KANTOR KECAMATAN BERGAS KABUPATEN SEMARANG. Under Graduates thesis, Universitas Negeri Semarang.

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Abstract

Service was the key to success in activities in the field of services. If service quality was managed properly, it would contribute positively to the realization of community satisfaction and loyalty. Based on preliminary observations, there were indicators showing that service quality in the sub-district office was still low and was influenced by several factors, such as office facilities, office spatial planning, and employee competency. The purpose of this study were: 1) to determine the effect of office facilities on service quality, 2) to determine the effect of office spatial planning on service quality, 3) to determine the effect of employee competency on service quality, and 4) to determine the effect of office facilities, office spatial planning, and employee competency on service quality at the Bergas District Office in Semarang Regency. The population of this study was the service clients at the Bergas District Office in Semarang Regency. The sampling technique was incidental sampling with 115 respondents. Observation, interviews, documentation, and questionnaires were the data collecting methods. IBM SPSS 21.0 program for windowswas used as the data analysis assistance. The results of the study showed the multiple linear regression equation that was KL = 1,250 + 0.485FK + 0.375TRK + 0.381KP + e. Simultaneous test results produced a positive and significant effect between office facilities, office spatial planning, and employee competency variables on service quality at the Bergas District Office in Semarang Regency by 53.5%. Partial test produced variable effect of office facilities at 6.45%, office spatial planning at 6.05%, and employee competence at 30.1%. Suggestions of this research were 1) queuing machine facilities, in bad conditions should be fixed so that visitors would feel comfortable and would queue orderly. 2) There were piled up documents found in administration area which hindered the mobility of employees in providing maximum service to visitors, it needed to be put in order to improve employee performance space. 3) Service employees seemed to be unfriendly when dealing with visitors. The employees were still in need of training on excellent service and responsibility in carrying out service duties to the visitors.

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