STRUCTURAL EQUATION MODELING There are two steps that need to be done in testing
The 2015 International Conference of Management Sciences ICoMS 2015, April 23, UMY, Indonesia | 187
findings. Based on the indicators that make up the second factor, the second factor is still relevant naming
named competencies of employees.
Factor 3 benefit and salary The third factor consists of three indicators statement.
Based on the pattern of statements that make up the third factor, it leads to benefits and compensation earned
by the employees if it is able to perform the duties and functions of their job well, such as career development,
job promotion opportunities, and income in kind with the work load. In addition, employees also expect the
benefits provided by the company as working hours. Based on the indicators that make up this third factor,
considered relevant given the name benefits and salaries. This indicator is also relevant to the findings of
previous studies. Factor 4 work pressure
The fourth factor is formed by four indicators of measurement. Measurement indicators that make up the
four factors include: public perceptions of the public service agencies is still relatively low, there is thought to
come out of the current work in the service industry, the size of the working pressure but not the service
consumer. This question is relevant indicator called pressure of work because the underlying question
asking about the picture illustration on the working pressure in public institutions. Basically working
pressure in public institutions, especially in Indonesia is still very low. The low pressure in the work of public
institutions in Indonesia has created a culture of service that is stiff, weak, and less serve. Employees in public
institutions began to realize the importance of working pressure after the government gives to the employee
reward system based on performance. The fourth factor is considered relevant given the name work pressure.
Factor 5 service mindset and transferability The fifth factor is also formed by three indicators
statements, which include the level of service orientation of public organizations, adoption services
operating instructions and operating instructions transferability services adopted from the west into the
service industry organizations. Basically statement adopted in the empirical literature on these previous
studies used in a business setting and not a public organization. Therefore, although the naming of these
five factors are consistent with the findings of previous research, exploration efforts in the context of specific
research investigations on public organizations still needed.
Factor 6 preferences employees The sixth factor is formed by two indicators statement.
Indicators of statements that make up the sixth factor are related to the efforts of front-line employees in
providing the best service to customers. Statements made relating to whether there is a certain preference of
employees in serving customers, relating to consumer education background, and reputation of the company.
Two questions that represent the second factor are appropriate given the name preferences employees.
Factor 7 Courtesy The seventh factor is composed of two indicators of
questions. Indicators of questions that make up the seven factors include respect for employees delivered to
customers. Indicators of statements that make up these seven factors include the reluctance of employees to
serve customers are demanding something that does not make sense, the desire of employees to serve customers
who polite. Basically, the front-line employees the company is trained individuals who are able to control
their emotions in order to face different types of consumers. Front-line employees must be able to show
respect to customers. Philip Kotler in his various texts was written that customers should be treated like a king.
Therefore, the front-line employees the company must be able to show respect to employees. The seventh
factor is a new factor that is found in a manuscript researcher of this study. The seventh factor is also
relevant to the results of interviews and focus group discussions conducted by the author in the complete
repertoire of the findings of this study.
Factor 8 feeling proud and honored The eighth factor is also formed by two indicators of
questions, which include a feeling of pride to work in public institutions. Sense of pride shown by the strong
support given to family members if they want to work in the same agency or working in Public Sector Service
Company. The eighth factor also seems appropriate given the name of feeling proud and honored.