ABSTRACT

The thesis under the title Public Quality Service In Protocol Sub Division in the
General Bureau of East Nusa Tenggara Province Provincial Secretariat was written by
Jorgie Heraldi Dami, Reg. No. 811.2.232.024 MM, and was supervised by Dr. Cosmas
Fernandez, SVD, MA and Wolfram Ndouk, SE, MM.
This research aimed at: (1) Describing the capability, Service Procedure,
Communication, Work Culture and Public quality service at Protocol Sub Division of the
General Bureau of East Nusa Tenggara Province Provincial Secretariat; (2) Knowing the
effect simultaneously of Capability, Service Procedure, Communication and Work Culture on
Public Quality Service of Protocol Sub Division of the General Bureau of East Nusa
Tenggara Province; (3) Knowing the effect partially of Capability, Service Procedure,
Communication and Work Culture on Public Quality Service at Protocol Sub Division of the
General Bureau of East Nusa Tenggara Province Provincial Secretariat.
The population in this research was the customers taken accidentally the moment they
asked for service from the office as much as 100 people. These 100 people were taken as
sample (population sample).The data were collected using a questionnaire, documentation
study and interview. The collected data were analyzed using descriptive statistics and
inferential statistics namely multiple linear regression.
The results of the descriptive statistics analysis showed that Public Quality Service
was categorized as good enough (55.83%), Capability was not so good (51.73%), Service
Procedure was good enough (56.25%), Communication was not good (53.60%) and Work
Culture was not so good (50.53%). The results of F-test was 424.773 and the sig. value of
0.000 (<0,05) indicated that all independent variables had a positive and significant effect
on the Public Quality Service. The results of t-test showed that partially capability (3,337
with sig. 0.001 <0,05), service procedure (3,500 with sig. 0.001<0,05), communication
(4,628 with sig. value of 0,000<0,05), and work culture (7.125 with sig. value of
0.000<0,05), indicated that partially all four independent variables had a positive and
significant effect on Public Quality Service. The results of determination coefficient showed
that all independent variables contributed as much as 94.7% on Public Quality Service,
while the rest of 5.3% was contributed by other variables excluded in this research.
It is recommended to Protocol Sub Division of the General Bureau at East Nusa
Tenggara Provincial Secretariat to improve the capability of each employee related to
protocol, to establish a good service procedure, to develop communication and to create a
positive work culture in order to improve the quality of public service.
Key words: Quality of public service, Capability, service procedure, communication,
work culture.