Based on test criteria, Chi-square (2), Relative Chi-square (2/df), RMSEA, GFI, AGFI, TLI and CFI at the top and Goodness of Fit value processing results Amos for Windows version 20.0 can then be made the following table
. Goodn ess of Fit Index Cut-of Value Resu lts Model Informa tion Chi- square (2 ) expect ed to be small 7728 ,436 Not good Relatiti ve Chi- square (2/df) 3,00 3,21 5 Marginal Proba bility > 0,05 0,00 0 goodNot RMSE A 0,08 0,13 1 Not good GFI 0,90 0,41 7 Not good AGFI 0,90 0,38 0 goodNot TLI 0,95 0,55 0 goodNot CFI > 0,95 0,56 5 goodNot
Observing the cut-of-value and goodness of fit of model results in Table 4:23, seen no one who met the criteria of the eight criteria used, only a marginal is Relative Chi-square. Because no one met the criteria of the eight criteria required, then the model above can be expressed as a model that has not been good (Solimun, 2002: 80 and Solimun, 2004: 71). Analysis of the Measurement Model of Determination
Analysis of measurement model with determination is used to determine the contribution of exogenous variables on endogenous variables. The magnitude Square Multiple Correlations can be seen in the following table.
Estimate
KK
,551
KL
,560
Square Multiple Correlations whose value respectively 0.551 and 0.560 as shown in the table above, according to [17] values Square Multiple Correlations for variable job satisfaction (KK) is identical to R2 in SPSS by 0.551, the amount of Determination is the value Square Multiple Correlation for job satisfaction variables times 100% = 0.551 x 100% = 51.5%. Thus it can be stated that the change of job satisfaction (KK) is affected by the commitment of the organization (KO), Leadership (KE) and Work Productivity (PK) of 51.5%.
Multiple Correlation Square value for the variable Quality of Service (KL) is identical with the SPSS R2 of 0.560, the amount of Determination Square Multiple Correlation is a
value to a variable Quality of Service (KL) times 100% = 0.560 x 100% = 56.0%. Thus it can be stated that the changes in Quality of Service (KL) is affected by the commitment of the organization (KO), Leadership (KE), Work Productivity (PK) and job satisfaction (KK) amounted to 56.0%.
From the above analysis we can conclude all the indicators for organizational commitment (KO), Leadership (KE), Work Productivity (PK), job satisfaction (QC) and Quality of Service (KL) are Valid / significant. When viewed from a structural equation model above shows the three variables that have significant positive the direct effect on Job Satisfaction (KK) and two variables have significant positively the direct effect on the Quality of Service (KL).
There are two variables that have the direct effect not significant to the Quality of Service (KL). Evaluation of the results of Goodness of Fit showed none of the eight kriteria Goodness met, only one is marginal. The above models can not be expressed as a good model (not meet Goodness of fit). Thus it is deemed necessary to hold a model modification to improve the suitability model (Goodness of fit) (Solimun, 2004: 71 and Solimun, 2006: 19).
To increase the value of goodness of fit can be done in a way did not include indicators that have relatively small λi or correlate to some indicators that have a value of Modified Index (M.I.) large [17].
Modification Model (Stage 2)
In the second stage model Modifications were correlated few errors that have modification coefficient index (M.I)> 15,000 with the hope to improve Goodness of fit model. Of the modified models by correlating multiple error indicator then do a comparison
Goodness of Fit between the modified model 1 model modified 2. Comparisons were made include: the coefficient of Goodness of Fit, Weight Regression coefficients between endogenous to exogenous variables, and Square Multiple Correlation a reflection coefficient of determination. When viewed from the goodness of fit, looks the model modification results showed improvements in all indicators. Model of modification 1 that originally there was one indicator of marginal Goodness of fit into a single indicator that qualifies is Relatitive Chi-square (2/ df), thereby modification stage model 2 is more qualified. When viewed from Regresion Weight exogenous variables with endogenous variables turns on the modification of the model Stage 2, there is increasing in four regression coefficient (Standarized Regresion Weight) and the other three declined. When viewed from Square Multiple Correlation, seen both increased.
Goodness of Fit Index Cut-of Value Model of Modification 1 Model of Modification 2 Information Chi-square (2 ) Diharap kan kecil 614,176 4609,721 Better Relatitive Chi-square (2/df) 3,00 3,510 2,710*) Better
Probability > 0,05 0,000 0,000 Not good
RMSEA 0,08 0,139 0,115 Better
GFI 0,90 0,440 0,525 Better
AGFI 0,90 0,398 0,472 Better
TLI 0,95 0,569 0,706 Better
CFI 0,95 0,586 0,727 Better
KK KO (yx1) 0,357++) 0,375++) Better KK KE (yx2) 0,317++) 0,248++) Worse KK PK (yx3) 0,200++) 0,267++) Better KL KK (zy) 0,349++) 0,319++) Worse KL KO (zx1) 0,113--) 0,138--) Better KL KE (zx2) 0,151--) 0,148--) Worse KL PK (zx3) 0,271++) 0,280++) Better Square Multiple Correlation KK 0,523 0,547 Better Square Multiple Correlation KL 0,545 0,550 Better Discussion
Statistical hypothesis test results that have been presented above can prove variable organizational commitment, leadership and productivity influential work directly and indirectly to the quality of service through employee satisfaction in Batam City Regional Revenue Office. From the results of the analysis carried out above it can be seen the best model obtained after the modification the model held twice, is by correlating multiple error indicators that have Modify Index (MI)> 15.00 and did not include indicators that have loading factor (λ) < 0.7000.
From the structural equations indicate Regression Weight (), there are five variables that effects are direct positively significant, are the effect of Commitment Organizational (KO) on Job Satisfaction (KK), the direct effect of Leadership (KE) on Job Satisfaction Work (COW), the direct effect Work productivity (PK) on Job Satisfaction (KK), the direct the effect of job satisfaction (KK) on the Quality of Service (KL) and the the direct effect Work productivity (PK) on the Quality of Service (KL). As well as the indirect effect Organizational Commitment (KO) on the Quality of Service (KL) through Job Satisfaction (KK) and indirect effect of Leadership (KE) on the Quality of Service (KL) through Job Satisfaction (KK).
In addition, there is no significant positively the direct effect Organizational Commitment (KO) on the Quality of Service (KL) and not significant positively direct effect of Leadership (KE) on the Quality of Service (KL). This means variable Organizational Commitment (KO) will be able to improve the Quality of Service (KL) significantly if there is an intervening variable Job Satisfaction (KK). The same thing, variable Leadership (KE) will be able to improve the Quality of Service (KL) significantly if there is an intervening variable Job Satisfaction (KK).
Structural equation model modified otherwise good, because it has met the criteria of eight cut of value, are criteria, Relative chi-square. There is a positive effect of Organizational Commitment (KO), Leadership (KE) and Work Productivity (PK) on Job Satisfaction (KK) of 54.7% while the rest of 100% - 54.7% = 45.3% effected by other factors not addressed on this occasion. This is consistent with previous research conducted by [19], which states there is positive variable in organizational commitment, leadership, productivity on job satisfaction.
There is a positive effect of Organizational Commitment (KO), Leadership (KE), Work Productivity (PK) and job satisfaction (KK) on the Quality of Service amounted to
55.0%. while the rest of 100% - 55.0% = 45.0% effected by other factors not discussed in this occasion. It is also in accordance with previous research conducted by [20], which states there is a positive influence between the variables of leadership, productivity, and job satisfaction on service quality.Variable selection of organizational commitment, leadership and productivity connect properly with job satisfaction can produce excellent quality of service, as well as a measure of achievement of organizational goals to increase service quality
IV. CONCLUSIONS
The good model is obtained after extensive modification for two times, that is - to correlate some indicator errors which have Index Modification (M.I) > 15,00 and not to engage the indicator which has loading factor (λ) < 0,7000. The structural equation models modified otherwise good, because it has met one criteria of eight cut of value, that is criteria, Relative chi- square.
Suggestion
After researching and knowing the problems that exist in Batam Revenue Department, and here are some suggestions that can give authors, are:
1. The Department of Revenue Batam Agencies can use structural equation model modified 2 in analyzing the problems on Organizational Commitment, Leadership, Work Productivity and Job Satisfaction related to Quality of Service.
2. Organizational Commitment, Leadership, Work Productivity and Job Satisfaction Working together have positively significant effect on the Quality of Service Employees, it is suggested to the leadership in order to continue to implement policies related to Organizational Commitment, Leadership, Work Productivity, and Job Satisfaction in order improve quality of service.
REFERENCES
[1] Mowday, R.T., Porter L.W. & Steers R.M. (1979). The measurement of organizational commitment. Journal of Vocational Behavior. 14. [2] Meyer, J. P., Allen, N. J., Smith, C. A. 1993. Commitment to
organizations and occupations: extension and test of a three-component conseptualization. Journal of Applied Psychology. Vol 78:4. 538-551. [3] Steers, R. M., & Porter, L. M. (1983). Motivation and work behavior.
New York: Mac Graw Hill Book Inc.
[4] Meyer, J. P., Allen, N. J., Benkhoff & Birgit. (1997), Ignoring commitment is costly : new approaches establish the missing link between and performance, Journal of Human Relations. Vol.50, No.6, pp:701-726.
[5] Bass, B.M., & Avolio, B. J. (1990). Transformational leadership and organizational culture. Public Administration Quarterly. Vol. 17, No. 1, pp. 112-121
[6] Siagian, P. Sondang. (1992). Manajemen sumber daya manusia. Jakarta: Bumi Aksara.
[7] Wexley, K.N. & Yukl, G.A. (1992). Organizational behaviour and personnel psychology. Jakarta: Rineka Cipta.
[8] Porter, L.W., Steers, R.M., Mowday, R.T., & Boulian, P.V. (1974). Organisational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology. Vol. 59, pp 603-9.
[9] Robbins, S.P. (1996). Perilaku organisasi konsep kontroversi aplikasi. Jilid I (Terjemahan: Hadyana Pujatmaka). Jakarta: PT Prinhalido. [10] Zeithaml, V.A., Parasuraman, A. & Berry, L.L. (1988). “SERVQUAL:
a multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing. Vol. 64 No. 1, pp. 12-40.
[11] Zeithaml, V.A. & Bitner, M.J. (2000). Services marketing: integrating customer focus across the firm. 2nd ed. New York: McGraw-Hill. [12] Gaspersz, Vincent. (1997). Manajemen kualitas. Jakarta: PT. Gramedia
Pustaka Utama.
[13] Cooper, R. Donald., & Pamela, S. Schindler. (2003). Business research methods. Eight Edition. New York: Mc. Graw-Hill/Irwin.
[14] Black, J. A., & D. J. Champion. (2001). Metode dan masalah penelitian sosial. Bandung: Refika Aditama.
[15] Hair, J. F. Jr, R.E., Anderson, R. L., Tatham, & W.C. Black. (1998). Multivariate data analysis. New Jersey: Prentice Hall, Inc.
[16] Ghozali, I. (2004). Aplikasi analisis multivariate dengan program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
[17] Ferdinand, A.T. (2006). Metode penelitian manajemen. Semarang : BP Undip.
[18] Sugiyono. (1998). Metode penelitian administrasi. Bandung: Alfabeta. [19] Malhotra, N., & Mukherjee A. (2004). The relative influence of
organisational commitment and job satisfaction on service quality of customercontact employees in banking call centres. Journal of Services Marketing. Volume 18. No 3. 2004 p. 162-174.
[20] Meyer, J. P., & Allen, N. J. (1988). Links between work experience and organizational commitment during the first year of employment: a longitudinal analysis. Journal of Applied Psychology. Vol 61. 195-209