Pengaruh Produktivitas Karyawan Jasa Cleaning Service Terhadap Kepuasan Pelanggan di Lingkungan Kantor Pemda Mojokerto

Abstract

In the current era of globalization, quality human resources (HR) are needed which are supported by physical, mental and honesty. Therefore, the Mojokerto district government needs cleaning services with good performance and service quality. This research aims to determine productivity by measuring the influence of performance and service quality on customer satisfaction in the Mojokerto Regional Government office environment. This research is quantitative research with a questionnaire as the instrument. The population of this research is customers who are staff employees within the Mojokerto Regional Government office. The sample consisted of 100 respondents using a non-probability sampling method with purposive sampling technique and the number of sample respondents was obtained from the Slovin formula. The data analysis technique in this research uses validity tests, reliability tests, the classical assumption test uses normality tests, multicollinearity tests, and heteroscedasticity tests. Regression analysis uses multiple linear regression tests, hypothesis testing uses the t-test, and the coefficient of determination (R²) uses SPSS version 25 tools.