Performance Evaluation of SAMSAT Office Employees in Motor Vehicle Title Transfer Fee Services at The Rantauprapat SAMSAT Office
Abstract
This research aims to determine the performance of employees at SAMSAT in the Motor Vehicle Transfer of Title Fee Service at the SAMSAT Rantauprapat Office and to find out the relationship and contribution of each factor that influences the Performance of Employees in the Motor Vehicle Transfer of Title Fee Service at the SAMSAT Rantauprapat Office. The method in this research is a quantitative method. In this research, the population used is people who process motor vehicle transfer fees at the Rantauprapat SAMSAT office. The data analysis method used was multiple linear regression analysis, and hypothesis testing (partial test, simultaneous test, and coefficient of determination). Based on the results of the t-test, it is known that four of the five service quality indicators have a positive and significant effect on the quality of BBN-KB performance at the Rantauprapat SAMSAT Office. The service quality indicator that has no partial effect is the Empathy indicator. Based on the F test, it is concluded that Tangible, Reliability, Responsiveness, Assurance and Empathy simultaneously have a positive and significant effect on the Quality of BBN-KB Services at the Rantauprapat SAMSAT Office in terms of Sig < 0.05 and based on the calculated F value of 77,894 > from F table 2.31, Tangible, Reliability, Responsiveness, Assurance and Empathy simultaneously have a positive and significant effect on the Quality of BBN-KB Performance at the Rantauprapat SAMSAT Office. Based on the Adjusted R-Square of 0.795, the contribution value of the simultaneous influence of Reliability, Tangible, Responsiveness, Empathy, and Assurance on the Quality of BBN-KB Services is 79.5% and the remaining 20.5% is influenced by other factors outside of this research.
Downloads
References
Amri, S., Ma’ruf, J. J., Tabrani, M., & Darsono, N. (2019). the Influence of Shopping Experience and Perceived Value Toward Customer Satisfaction and Their Impacts on Customer Loyalty At Minimarkets in Aceh. International Review of Management and Marketing, 9(4), 87–94. https://doi.org/10.32479/irmm.7541
Andrianto, Y., & Santoso, S. (2019). International Journal of Multicultural and Multireligious Understanding Effect of Service Quality Dimension and Marketing Mixed Dimension of Consumer Loyalty with Consumer Satisfaction as Mediation. 768–779.
AR Sakir, A. R. (2021). Budaya Birokrasi : Kinerja Pegawai Samsat Maros dalam Pelayanan Pembayaran Pajak Kendaraa bermotor. 7, 25–35.
Legionosuko, T., Sundari, S., & Sutawijaya, A. H. (2019). the Effect of Training, Integrity and Competency Knowledge of Cooperation Team Official Human Resources in Directorate General of Defense Strategy the Ministry. International Review of Management and Marketing, 9(6), 128–134. https://doi.org/10.32479/irmm.8852
Nahruddin, Z. (2018). Faktor-Faktor Yang Mempengaruhi Tata Kelola Sdm Pemerintahan. 1, 5–6. https://doi.org/10.31227/osf.io/stw6q
Ndangi, W. R. A., Resmawan, R., & Djakaria, I. (2019). Perbandingan Analisis Diskriminan dan Regresi Logistik Multinomial. Jambura Journal of Mathematics, 1(2), 54–63. https://doi.org/10.34312/jjom.v1i2.2100
Niati, D. R., Siregar, Z. M. E., & Prayoga, Y. (2021). The Effect of Training on Work Performance and Career Development: The Role of Motivation as Intervening Variable. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2385–2393. https://doi.org/10.33258/birci.v4i2.1940
Ningsih, S., & Dukalang, H. H. (2019). Penerapan Metode Suksesif Interval pada Analsis Regresi Linier Berganda. Jambura Journal of Mathematics, 1(1), 43–53. https://doi.org/10.34312/jjom.v1i1.1742
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su11041113
Putri, K., & Anggraeni, A. D. E. I. (2018). The Influence of POS on Employee Performance with Job Satisfaction as a Mediator. Journal of Accounting Management and Economics, 20(1), 18–29.
Rizky, M. C., & Ardian, N. (2019). Enhance Employee Performance for Increase Work Motivation on Universitas Pembangunan Panca Budi Medan. International Journal in Management and Social Science, 07(08), 2321–1784.
Simanjorang, E. F. S. (2019). Pengaruh Pelatihan, Lingkungan Kerja Dan Promosi Terhadap Kepuasan Kerja Karyawan Pada Pt. Kapuas Besar Desa Aek Kota Batu Kabupaten Labuhanbatu Utara. Jurnal Ecobisma, 6(1), 46–59. https://jurnal.ulb.ac.id/index.php/ecobisma/article/view/19
Simanjorang, E. F. S. (2020). Analisa Faktor-Faktor yang Mempengaruhi Keputusan Pembelian Kopi pada Warkop On Mada Rantauprapat. Ekonomi Bisnis Manajemen Dan Akuntansi (EBMA), 1(1), 91–101.
Simanjorang, E. F. S., Limbong, C. H., & Harahap, N. J. (2021). Analisis Faktor Pendukung Peningkatan Kinerja Pegawai Badan Pusat Statistik Kabupaten Labuhanbatu. Business Management Journal. https://journal.ubm.ac.id/index.php/business-management/article/view/2449
Tampil, Y., Komaliq, H., & Langi, Y. (2017). Analisis Regresi Logistik Untuk Menentukan Faktor-Faktor Yang Mempengaruhi Indeks Prestasi Kumulatif (IPK) Mahasiswa FMIPA Universitas Sam Ratulangi Manado. D’CARTESIAN, 6(2), 56. https://doi.org/10.35799/dc.6.2.2017.17023
Tanjung, A. R., Simanjorang, E. F. S., Prayoga, Y., & Limbong, C. H. (2021). The Effect of Company Image, Service Quality, and Completeness of Facilities on Customer Satisfaction In Bank Muamalat Rantau Prapat. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 3032–3038. https://doi.org/10.33258/birci.v4i2.2011
Winarno, S. H., Nalendra, A. R. A., & Givan, B. (2020). The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business. Esensi: Jurnal Bisnis Dan Manajemen, 10(1), 45–56. https://doi.org/10.15408/ess.v10i1.14468
Yayat, R. (2017). Kualitas Pelayanan Publik Bidang Administrasi Kependudukan Di Kecamatan Gamping. Jurnal Ilmiah Magister Ilmu Administrasi (JIMIA), 2, 56–65.
Yusup, F. (2018). Uji Validitas dan Reliabilitas Instrumen Penelitian Kuantitatif. Jurnal Tarbiyah : Jurnal Ilmiah Kependidikan, 7(1), 17–23. https://doi.org/10.18592/tarbiyah.v7i1.2100
Copyright (c) 2022 Ribkha Esterlita Pakpahan, Elida Florentina Sinaga Simanjorang, Yudi Prayoga
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
