INFLUENCE OF KNOWLEDGE, SKILLS AND ATTITUDE ON SERVICE PERFORMANCE AT THE PEKALONGAN CITY BPKAD OFFICE

Abstract

The aim of this research is to determine the influence of knowledge, skills and attitudes on service performance at the Pekalongan City Regional Revenue and Financial Assets Agency Office. This research uses quantitative research methods. The questionnaire data collection technique is by distributing questionnaires to 30 respondents, then carrying out further analysis of the multiple linear regression test data, then carrying out the t test and F test. The results of this study show that knowledge has no effect on service quality, skills have an effect on service performance and attitudes influence service performance, while knowledge, skills and attitudes simultaneously influence service performance.