EMPLOYEE PERFORMANCE IN CIBENDA VILLAGE, CIPONGKOR DISTRICT, BANDUNG BARAT REGENCY
Abstract
Purpose - to analyze, identify and describe service quality, employee performance, and the influence of service quality and employee performance in Cibenda Village, Cipongkor District, West Bandung Regency. This study uses the dimensions of Parasuraman, Zeithaml, and Berry in Adam as a variable (X) which includes Direct Evidence, Reliability, Responsiveness, Assurance, and Empathy, and the variable (Y) uses the dimensions of Mitchell in Sedarmayanti as the variables studied, which include Quality of Performance, Communication, Speed, Capability and Initiative.
Design/methodology/approach – This research uses descriptive and verification methods with a quantitative research approach. In this study, two data collection techniques were used, consisting of library research including literature review, books, articles, and documents, as well as direct research on objects, namely observation techniques, distributing questionnaires to 60 respondents.
Findings - The results of this study indicate that the quality of service has been carried out optimally, but several dimensions have not been carried out optimally, such as the reliability dimension based on the respondents' responses regarding service quality, which shows that 50.00% of service quality is not timely. Based on respondents' responses, 48.33% showed that employee performance was not by procedures and delayed work, it could be concluded that employee performance in Cibenda Village was not optimal. The correlation or relationship between service quality and employee performance obtained a value of 0.802, by the guidelines for interpreting the correlation coefficient, the correlation number is included in the category of a very strong relationship.
Originality/value – This research provides one of the cornerstones of service quality and employee performance in Cibenda Village, Cipongkor District, West Bandung Regency.
