PENGARUH KEMAMPUAN KERJA TERHADAP KUALITAS PELAYANAN MELALUI KINERJA PEGAWAI DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KERINCI

Morinda Nopendia, Edwin Bustami, Bustian

Abstract

This study aims to determine the effect of work ability on service quality through the performance of employees at the Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Kerinci. As for the results of the study, there is a direct effect of work ability on performance significantly, where the contribution value obtained is 0.719 or 71.9% with a significance value of less than ? = 0.05 meaning that work ability greatly influences performance. there is a significant direct effect of work ability on service quality, where the contribution value obtained is 0.372 or 37.2% with a significance value of less than ? = 0.05 meaning that work ability greatly influences performance. there is a significant direct effect of performance on performance, where the contribution value obtained is 0.144 or 14.4% with a significance value less than ? = 0.05 meaning that performance greatly influences performance. there is an indirect effect of work ability on service quality through work performance significantly, where the contribution value obtained is 0.196 or 19.6% with a tcount value greater than ttable (3.254 > 1.677) from ? = 0.05 meaning that work ability has an effect on service quality through performance