Main Article Content
Abstract
This study was motivated by the inconsistency in employees’ work target achievement within the PSMA Division of the West Java Provincial Education Office, which is presumed to be associated with the suboptimal implementation of both internal and external service standards. The study aims to empirically examine the extent to which perceived service quality influences employee performance in the organization. An explanatory quantitative approach was employed, involving all 41 employees through a census sampling technique. Data were collected using a five-point Likert scale questionnaire that had demonstrated satisfactory validity and reliability. The data were analyzed using descriptive statistics and simple linear regression with the assistance of SPSS software. The findings reveal that service quality has a positive and significant effect on employee performance (β = 0.330, p = 0.020), with a coefficient of determination of 55.3%. Descriptive analysis further indicates that service quality is perceived at a very high level (mean = 4.31), while employee performance is categorized as high (mean = 4.17). These findings suggest that improving and standardizing service quality can serve as an important mechanism for enhancing employee productivity and organizational performance within public sector institutions.
Keywords
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
- Alam, M. N., Masa’deh, R., Alotaibi, H. S., Islam, M. A., Islam, M. F., Rehman, I. H. U., & Hashim, F. (2025). Webtop applications as productivity enablers: A study on employee performance in modern workplaces. Digital Business, 5(2), 100133. https://doi.org/10.1016/J.DIGBUS.2025.100133
- Çini, M. A., Erdirençelebi, M., & Akman, A. Z. (2023). THE EFFECT OF ORGANIZATION EMPLOYEES’ PERSPECTIVE ON DIGITAL TRANSFORMATION ON THEIR TECHNOSTRESS LEVELS AND PERFORMANCE: A PUBLIC INSTITUTION EXAMPLE. Central European Business Review, 12(4), 33–57. https://doi.org/10.18267/J.CEBR.331
- Dash, G., & Paul, J. (2021). CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting. Technological Forecasting and Social Change, 173, 121092. https://doi.org/10.1016/J.TECHFORE.2021.121092
- Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
- Hasibuan, S. A., Suryadi, E., Sobandi, A., & Mardiman. (2026). The Role Of Work Satisfaction Mediation In Company System Digitalization In Influencing Employee Performance. Eqien - Jurnal Ekonomi Dan Bisnis, 15(01), 214–229. https://doi.org/10.34308/EQIEN.V15I01.2335
- Kaur Bagga, S., Gera, S., & Haque, S. N. (2023). The mediating role of organizational culture: Transformational leadership and change management in virtual teams. Asia Pacific Management Review, 28(2), 120–131. https://doi.org/10.1016/J.APMRV.2022.07.003
- Lam, L., Nguyen, P., Le, N., & Tran, K. (2021). The Relation among Organizational Culture, Knowledge Management, and Innovation Capability: Its Implication for Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 66. https://doi.org/10.3390/JOITMC7010066
- Mardiman, Lintang Kinanthi, H., & Fachmi, M. (2026). ANALISIS PERSEPSI KARYAWAN TERHADAP KEPEMIMPINAN DAN LINGKUNGAN KERJA PADA PERUSAHAAN STARTUP BERDASARKAN ULASAN MEDIA DIGITAL GLASSDOOR. Ekonis: Jurnal Ekonomi Dan Bisnis, 28(1). https://e-jurnal.pnl.ac.id/ekonis/article/view/9002
- Mardiman, M., Sobandi, A., Suryadi, E., & Kusuma, A. B. (2026). Peran Kompetensi Pedagogik Sebagai Mediasi dalam Kinerja Dosen yang Dipengaruhi Literasi Digital. Jurnal Pendidikan Manajemen Perkantoran, 11(2), 1–10. https://doi.org/10.17509/jpm.v11i2
- Mohamad Yusof, H. S., Mohd Zahari, A. S., & Hamzah, M. I. (2025). THEORETICAL JUSTIFICATION FOR USING PLS-SEM IN PUBLIC SECTOR RESEARCH ON INNOVATIVE WORK BEHAVIOR. International Journal of Entrepreneurship and Management Practices, 8(30), 125–134. https://doi.org/10.35631/IJEMP.830010
- Mohammed Sayed Mostafa, A., Boon, C., Abouarghoub, W., Cai, Z., & Ahmed Mohammed Sayed Mostafa, C. (2022). High-commitment HRM, organizational engagement, and deviant workplace behaviors: The moderating role of person-organization fit. https://doi.org/10.1111/emre.12542
- Ocampo, L., Alinsub, J., Casul, R. A., Enquig, G., Luar, M., Panuncillon, N., Bongo, M., & Ocampo, C. O. (2019). Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies. Socio-Economic Planning Sciences, 68, 100604. https://doi.org/10.1016/J.SEPS.2017.12.002
- Qalati, S. A., Zafar, Z., Fan, M., Sánchez Limón, M. L., & Khaskheli, M. B. (2022). Employee performance under transformational leadership and organizational citizenship behavior: A mediated model. Heliyon, 8(11), e11374. https://doi.org/10.1016/J.HELIYON.2022.E11374
- Robbins, S. P., & Judge, T. A. (2022). Organizational Behavior, 19th Edition.
- Rönkkö, M., & Cho, E. (2022). An Updated Guideline for Assessing Discriminant Validity. Organizational Research Methods, 25(1), 6–14. https://doi.org/10.1177/1094428120968614;PAGEGROUP:STRING:PUBLICATION
- Sari, M., Dahrani, & Sagala, N. A. (2023). Determinants of employee performance at public hospitals in Indonesia: Examining the moderating role of organizational culture. Problems and Perspectives in Management, 22(1), 57–68. https://doi.org/10.21511/PPM.22(1).2024.06
References
Alam, M. N., Masa’deh, R., Alotaibi, H. S., Islam, M. A., Islam, M. F., Rehman, I. H. U., & Hashim, F. (2025). Webtop applications as productivity enablers: A study on employee performance in modern workplaces. Digital Business, 5(2), 100133. https://doi.org/10.1016/J.DIGBUS.2025.100133
Çini, M. A., Erdirençelebi, M., & Akman, A. Z. (2023). THE EFFECT OF ORGANIZATION EMPLOYEES’ PERSPECTIVE ON DIGITAL TRANSFORMATION ON THEIR TECHNOSTRESS LEVELS AND PERFORMANCE: A PUBLIC INSTITUTION EXAMPLE. Central European Business Review, 12(4), 33–57. https://doi.org/10.18267/J.CEBR.331
Dash, G., & Paul, J. (2021). CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting. Technological Forecasting and Social Change, 173, 121092. https://doi.org/10.1016/J.TECHFORE.2021.121092
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hasibuan, S. A., Suryadi, E., Sobandi, A., & Mardiman. (2026). The Role Of Work Satisfaction Mediation In Company System Digitalization In Influencing Employee Performance. Eqien - Jurnal Ekonomi Dan Bisnis, 15(01), 214–229. https://doi.org/10.34308/EQIEN.V15I01.2335
Kaur Bagga, S., Gera, S., & Haque, S. N. (2023). The mediating role of organizational culture: Transformational leadership and change management in virtual teams. Asia Pacific Management Review, 28(2), 120–131. https://doi.org/10.1016/J.APMRV.2022.07.003
Lam, L., Nguyen, P., Le, N., & Tran, K. (2021). The Relation among Organizational Culture, Knowledge Management, and Innovation Capability: Its Implication for Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 66. https://doi.org/10.3390/JOITMC7010066
Mardiman, Lintang Kinanthi, H., & Fachmi, M. (2026). ANALISIS PERSEPSI KARYAWAN TERHADAP KEPEMIMPINAN DAN LINGKUNGAN KERJA PADA PERUSAHAAN STARTUP BERDASARKAN ULASAN MEDIA DIGITAL GLASSDOOR. Ekonis: Jurnal Ekonomi Dan Bisnis, 28(1). https://e-jurnal.pnl.ac.id/ekonis/article/view/9002
Mardiman, M., Sobandi, A., Suryadi, E., & Kusuma, A. B. (2026). Peran Kompetensi Pedagogik Sebagai Mediasi dalam Kinerja Dosen yang Dipengaruhi Literasi Digital. Jurnal Pendidikan Manajemen Perkantoran, 11(2), 1–10. https://doi.org/10.17509/jpm.v11i2
Mohamad Yusof, H. S., Mohd Zahari, A. S., & Hamzah, M. I. (2025). THEORETICAL JUSTIFICATION FOR USING PLS-SEM IN PUBLIC SECTOR RESEARCH ON INNOVATIVE WORK BEHAVIOR. International Journal of Entrepreneurship and Management Practices, 8(30), 125–134. https://doi.org/10.35631/IJEMP.830010
Mohammed Sayed Mostafa, A., Boon, C., Abouarghoub, W., Cai, Z., & Ahmed Mohammed Sayed Mostafa, C. (2022). High-commitment HRM, organizational engagement, and deviant workplace behaviors: The moderating role of person-organization fit. https://doi.org/10.1111/emre.12542
Ocampo, L., Alinsub, J., Casul, R. A., Enquig, G., Luar, M., Panuncillon, N., Bongo, M., & Ocampo, C. O. (2019). Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies. Socio-Economic Planning Sciences, 68, 100604. https://doi.org/10.1016/J.SEPS.2017.12.002
Qalati, S. A., Zafar, Z., Fan, M., Sánchez Limón, M. L., & Khaskheli, M. B. (2022). Employee performance under transformational leadership and organizational citizenship behavior: A mediated model. Heliyon, 8(11), e11374. https://doi.org/10.1016/J.HELIYON.2022.E11374
Robbins, S. P., & Judge, T. A. (2022). Organizational Behavior, 19th Edition.
Rönkkö, M., & Cho, E. (2022). An Updated Guideline for Assessing Discriminant Validity. Organizational Research Methods, 25(1), 6–14. https://doi.org/10.1177/1094428120968614;PAGEGROUP:STRING:PUBLICATION
Sari, M., Dahrani, & Sagala, N. A. (2023). Determinants of employee performance at public hospitals in Indonesia: Examining the moderating role of organizational culture. Problems and Perspectives in Management, 22(1), 57–68. https://doi.org/10.21511/PPM.22(1).2024.06