PENGARUH KUALITAS PELAYANAN PUBLIK DAN LINGKUNGAN KERJA PEGAWAI TERHADAP KINERJA PEGAWAI PADA KANTOR PENGAWASAN DAN PELAYANAN BEA DAN CUKAI TIPE MADYA PABEAN B MAKASSAR

Abstract

This study was aimed to analyze the influence of public service quality on employee performance; to analyze the influence of work environment on employee performance; and to analyze the simultaneous influence of public service quality and work environment on employee performance at Kantor Pengawasan dan Pelayanan Bea dan Cukai Tipe Madya Pabean B Makassar. This type of research was quantitative which was designed to answer the problems that have been formulated and the objectives to be achieved as well as to test hypotheses. The population was all employees of Kantor Pengawasan dan Pelayanan Bea dan Cukai Tipe Madya Pabean B Makassar, totaling 117 respondents. The sample size was selected using total sampling technique. Data analysis used descriptive and multiple linear regression analysis. The results of the study found that the quality of public services had a significant influence on employee performance. The magnitude value of the positive quality of public services indicates that the higher the quality of the services provided, the higher the performance of employees. The work environment had a significant influence on employee performance. The magnitude value of a positive work environment indicates that the more conducive the work environment applied by employees, the more influenced it had on improving employee performance. The quality of public services and the work environment simultaneously affect theperformance of employees at Kantor Pengawasan dan Pelayanan Bea dan Cukai Tipe Madya Pabean B Makassar. This meant that the performance of employees who were assessed based on quantity, quality, efficiency, effectiveness and loyalty was determined by the realization of the quality of public services and a comfortable working environment in implementing customs and excise services.