PENGARUH PEMBERDAYAAN TERHADAP PERILAKU PEGAWAI DALAM MENINGKATKAN KUALITAS PELAYANAN SURAT IJIN PERDAGANGAN (SIUP) PADA DINAS PERDAGANGAN DAN PERINDUSTRIAN KOTA BANDUNG
Daftar Isi:
- In the implementation of Regional Autonomy with emphasis on the Second Level Regions as stated in Law No. 23 of 2014 on Local Government one of the objectives is to accelerate and improve the quality of services to the community such as licensing services. Until now there is still a gap between client expectations of the quality of licensing services (das sollen) with the quality of licensing services provided by the Department of Trade and Industry (das sein). Although demand for permits in Bandung continues to increase, but not necessarily offset by the quality of service. On the basis of that need to be strived because if it is not a loss for the Local Government of Bandung The result of the observation is that the empowerment on the employee's behavior has not been optimally implemented, so the effort to improve the quality of SIUP licensing service has not fulfilled the desired expectation of the community. In an effort to convince the researcher to examine and analyze how much influence of empowerment on employee behavior in order to improve the quality of licensing service SIUP in the Department of Trade and Industry Bandung. This research used explanatory survey method with quantitative approach with respondent technique using census technique, and hypothesis test with path analysis technique. The results showed that there was direct and indirect influence of empowerment along with its dimensions on employee behavior. Likewise, employee behavior along with its dimensions have a positive and significant impact on the quality of SIUP licensing service. Thus the results of research can be accepted scientifically. Theoretically and based on the test results show that empowerment can be used to form conducive employee behavior. Conducive behavior of employees will be able to improve the quality of SIUP licensing service. Nevertheless, the researcher fully realized that there are many other variables or factors (epsilon) that affect the service quality of SIUP licenses. The result of the new findings from this research is the organizational culture r, because it is realized although the variables affecting the quality of the service have been well formulated but without regard to organizational culture, the employees can do as they please because no longer pay attention to what is right and what is wrong. Keywords: Empowerment, Employee Behavior, Service Quality