PEMBERDAYAAN PEGAWAI, MOTIVASI KERJA, DAN KUALITAS PELAYANAN

Abstract

This study aimedto determine the effect of employee empowerment on service quality, the influence of workmotivation on service quality and jointly want to see the effect of employee empowerment andmotivation to work on the quality of service in the Department of Population and Civil Registrationin Pekanbaru. The method used in this study is a survey method with a sampling technique intotal sampling. Data analysis technique used is simple linear regression. Test the validity of theinstrument used by the Pearson correlation coefficient and Cronbach’s reliability test. The dataused is quantitative data. The results showed that employee empowerment positive and significanteffect on service quality, employee motivation positive and significant effect on service quality,employee empowerment and simultaneously work motivation positive and significant impact onthe quality of service with coefficient of determination (r2) of 0.458 means that 45.8% of quality ofservice in the Department of Population and Civil Registration Pekanbaru City is influenced byemployee empowerment and motivation of employees.