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| Advisor(s) | Ariani, Peny | |
| Author(s) | MAGHFIRAH, SYARIFAH | |
| Issued Date | 2026 | |
| Abstract | This study aims to analyze the role of service quality in improving employee performance, with length of service serving as a moderating variable in the best-category Community Health Centers (Puskesmas). This research employed a quantitative method with a cross-sectional design. The study population consisted of all employees working in the best-category Puskesmas, totaling 120 respondents, selected using a total sampling technique. Data were collected through a Likert-scale questionnaire and analyzed using the Chi-Square test and moderation analysis. The results showed that service quality had no significant relationship with employee performance, with a p-value of 0.960 (>0.05). Although descriptively employees who provided better service quality tended to demonstrate higher performance than those with lower service quality, the difference was not statistically significant. Therefore, service quality could not be proven as a factor directly associated with employee performance in this study. Length of service was significantly associated with employee performance, with a p-value of 0.020 (<0.05). The findings indicated that employees with longer tenure tended to experience lower performance compared to those with shorter tenure. Furthermore, moderation analysis revealed that length of service acted as a moderating variable influencing the relationship between service quality and employee performance. Longer tenure tended to weaken the effect of service quality on performance improvement when not accompanied by competency development, job enrichment, and motivation enhancement. This study concludes that length of service is an important moderating factor in the relationship between service quality and employee performance and should therefore be considered in human resource management strategies within Community Health Centers. | 1 |
| Item Type | Tesis | |
| Keywords | Kualitas Pelayanan(service quality), Kinerja Pegawai(employee performance), Lama Kerja(length of service) | 1 |
| Collection | Fakultas Kesmas, S2-Ilmu Kesehatan Masyarakat | |
| Publisher | Institut Kesehatan Deli Husada | |
| Submitted Date | 31-08-2026 | |
| Updated Date | 22-09-2026 | |
| URI | No URI | |
| File |
2415065_SyarifaMagfirah_Tesis.pdf
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