PENGARUH KUALITAS PELAYANAN DAN SARANA PRASARANA TERHADAP KINERJA POLISI LALU LINTAS PADA DIREKTORAT LALU LINTAS POLDA METRO JAYA

Abstract

Service quality involves consistently providing services while adhering to predetermined standards of speed and timeliness. Infrastructure refers to all resources that facilitate and streamline the execution of tasks, whether in the field or in the office. Performance refers to the results achieved by an individual or a group of people within an organization. The research objectives are as follows: To determine whether Service Quality and Infrastructure jointly influence the performance of traffic police at the Traffic Directorate of the Metro Jaya Regional Police. The sampling technique used in this study was random sampling from a population of 3,241 individuals. The sample size was determined using the Slovin formula as cited in Husein Umar (2017), resulting in a sample of 97 individuals. The results of the study indicate that, both partially and simultaneously, there is a positive and significant influence of service quality and infrastructure on the performance of traffic police. In light of these findings, the following recommendations are made: 1) Management is expected to pay closer attention to service quality, infrastructure, and traffic police performance in accordance with expectations and the available human resources in this field. 2) Good infrastructure within the organization can be maintained in all aspects by adhering to all work programs. 3) Future researchers are encouraged to measure work motivation by incorporating additional variables beyond those included in this study.