Contribution of Employee Performance to Internal Service Quality: A Study of the Archives Unit of PT.BSR Indonesia in Jakarta

Abstract

This study aims to determine the effect of performance, service quality, and analyze the effect of employee performance on service quality at the Archives Unit of PT BSR Indonesia in Jakarta.

This research methodology uses Quantitative with the population in this study are employees of the Archives Unit of PT BSR Indonesia in Jakarta totaling 40 people with the Slovin Formula. Primary data is collected from The results of filling out the distribution of questionnaires, secondary data is collected and reports or publications, journals and other literature related to research

The results of the study state that: the results of the calculation of the correlation coefficient of 0.547 or 54.70%, it can be concluded that the influence between Employee Performance (X) and Service Quality (Y) is moderate and significant with a positive value close to 1 or 0.547 therefore the hypothesis H₁ = 0.5 = 1 has been proven.

The result of the t test is 5.113, this shows that the partial correlation coefficient results prove that between Employee Performance (X) and Service Quality (Y) has a significant relationship, namely Hi = ≥ 1 = 5.113.

The calculation results in the table above can be seen that the acquisition value of F (Fcount) is 14,542 with a probability value of 0.000 in the Sig column where the probability value is smaller than the alpha value of 0.05, thus H₀ (there is no real influence) is rejected and H₁ (there is a real influence) is accepted. Thus it is proven that Employee Performance has a real, even very real effect on Service Quality.