Arrahman, Irsyad Ikhsan and Hidayat, Nila K. and Pasasa, Linus (2016) The Emergence of Service Excellence Towards Employees' Job Performance: A Case Study of PDAM TKR. Bachelor thesis, Swiss German University.

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Abstract

Public service company is very crucial in every country. Public service is a service which is provided by the government to people within its jurisdiction, either directly through the public sector or by financing provisions of services. Basically, public service company is a company which working under the government authority and the main objective is to help the citizen by all means. The service quality that public service company provided is very important, because it reflects the quality of the government. PDAM TKR is one of the public service company which existed to help people by providing and distributing clean water. People want to receive the best service experience provided by the company. Therefore, it is important to know about the service excellence and implement it into the system of customer service in order to improve the service quality delivered to the customers. The purpose of this thesis is to find out about the effect of service excellence implementation to the working process, and either if it is can or cannot improve the employees’ job performance. There are six indicators to measure service excellence, which are: ability, attitude, appearance, action, attention, and accountability. Hence, after this research is conducted, there is a correlation and influence between service excellence and employees’ job performance.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Service Excellence; Employees’ Job Performance; Attitude; Ability; Appearances; Action; Attention; Accountability.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD58 Organizational behavior. Corporate Culture H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5549 Personnel management
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	03 Nov 2020 12:37
Last Modified:	03 Nov 2020 12:37
URI:	http://repository.sgu.ac.id/id/eprint/1338

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