Pengaruh Pemberdayaan dan Perilaku Karyawan terhadap Kualitas Pelayanan Perijinan SIUP pada Dinas Perindustrian dan Perdagangan Kota Medan

Authors

  • Monang Sitorus

Abstract

This research analyses the influence of empowerment program and employees' behavior to the quality of services on the issuance of trade permit at Board of Industry and Trade of Medan City. This research employs theories from Clutterbuck and Kernaghan (2003), Mar'at (1981). Grand theory service quality testing writer by Denhardt and Denhardt (2003). Data are collected through a survey. The data were analyzed by using Path Analysis. The influence the empowerment (X1), to service quality (Y) is 22.3%. The influence of employees' behavior to service quality (Y) is 48.6%.

Keywords: empowerment, employees behavior and service quality.

Author Biography

Monang Sitorus

Dosen Tetap Universitas HKBP Nommensen, Medan, sedang mengikuti Program S-3 Pascasarjana Unpad, Bandung

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Issue

Vol. 5 No. 2 (2008): Jurnal Administrasi Publik, Volume 5, Nomor 2, Oktober 2008, ISSN 1412 - 70405

Section

Articles

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Copyright of articles which are published remains of the author, while publishing rights is at the Centre for Public Policy and Management Studies (CPMS), Parahyangan Catholic University.