PENGARUH KOMPETENSI DAN KOMITMEN ORGANISASI TERHADAP KUALITAS PELAYANAN MELALUI VARIABEL MODERASI LOYALITAS PEGAWAI DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN SIAK

Abstract

This research aims to determine and analyze the influence of employee
competency on service quality, the influence of organizational commitment on
service quality, the influence of employee competency on service quality through
employee work loyalty and the influence of organizational commitment on service
quality through employee work loyalty. The data analysis that will be carried out
to test this research is using the Partial Least Square (PLS) method. The results
of this research are that employee competency has a significant effect on the
quality of service at the Siak Regency Population and Civil Registration Service.
The higher the employee's expertise and motivation, the better the quality of their
service. In addition, the consequences of the competence possessed by
employees lead to higher job satisfaction, praise received from both society and
leadership, and higher rewards or compensation. Organizational commitment has
a significant effect on the quality of service at the Siak Regency Population and
Civil Registration Service. If employees have high organizational commitment to
the company, they will be able to improve the quality of services provided.
Employee competency has a significant effect on service quality through
employee work loyalty at the Siak Regency Population and Civil Registration
Service. High employee loyalty in employees comes from the competence they
possess which can create a sense of togetherness which can later have a
positive impact on the services provided and maintain the good name of the
agency. Organizational commitment has a significant effect on service quality
through employee work loyalty at the Siak Regency Population and Civil
Registration Service. Employees have high commitment when carrying out the
task of providing good service and from this high commitment, high loyalty is also
formed.  

Keywords    :    Competence, Organizational Commitment, Service Quality,
Employee Loyalty