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\usepackage[absolute,overlay]{textpos} \makeatother \usepackage{lineno} \linenumbers \begin{document} \author[1]{Syafruddin Yusuf} \author[2]{ Hermanto} \author[3]{Handry Sudiarta Athar} \affil[1]{ Universitas Mataram} \renewcommand\Authands{ and } \date{\small \em Received: 15 December 2017 Accepted: 5 January 2018 Published: 15 January 2018} \maketitle \begin{abstract} Up to now, the topic of the demand for improving the quality of public services in the management of government becomes a major demand for the improvement of service performance of the state apparatus is increasingly felt and important, because the good service and the prime will have an impact on the realization of a clean and authoritative government climate. One of the strategic policies of the Indonesian government is to improve the quality of public services. In the implementation of public services is often not in accordance with what is expected by the people who always want excellent service quality. Lots of public complaints that the quality of public services is very low and even disappointing. Similarly, those happened in government service agencies including, the Land Office of North Lombok Regency as a new Office, always striving to improve and provide the best services to all communities in the land sector. The purpose of this study is to analyze the influence of recruitment, training and motivation on Service Quality at the Land Office of North Lombok regency. In this research use quantitative approach by using technique of Multiple Linear Regression analysis. The results of this study showed silmultan significant effect on the quality of service. Motivation is the most dominant variable influencing Service Quality at the Land Office of North Lombok regency. Head of the Land Office of North Lombok Regency should improve the quality of service by improving the training and motivation of its employees. \end{abstract} \keywords{recruitment, training, motivation and quality of services.} \begin{textblock*}{18cm}(1cm,1cm) % {block width} (coords) \textcolor{GJBlue}{\LARGE Global Journals \LaTeX\ JournalKaleidoscope\texttrademark} \end{textblock*} \begin{textblock*}{18cm}(1.4cm,1.5cm) % {block width} (coords) \textcolor{GJBlue}{\footnotesize \\ Artificial Intelligence formulated this projection for compatibility purposes from the original article published at Global Journals. However, this technology is currently in beta. \emph{Therefore, kindly ignore odd layouts, missed formulae, text, tables, or figures.}} \end{textblock*} \let\tabcellsep& \section[{I. Introduction}]{I. Introduction}\par ince the period of reform up to now the quality of service continues to be improved both organization oriented business and social oriented. One of the strategic policies of the Indonesian government is to improve the quality of public services. Public service is intended to provide services performed by public service providers (government) as an effort to meet the needs and needs of recipients of services or the public and implementing the provisions of legislation that has an interest in the organization in accordance with the rules and procedures that have been set.\par The phenomenon in this system of government service that requires the ability of the government in using the understanding of the internal marketing concept for bureaucracy. Internal marketing was originally proposed as an approach for service management in the form of traditional marketing concepts and marketing mix on all employees as customers in the organization so that employees can improve the effectiveness of the company by improving internal relationships. Internal marketing is believed to increase the motivation of all members of the organization to see their own roles and pay attention to what consumers want in a service-oriented way.\par According \hyperref[b11]{Kotler (2008)} internal marketing is a task to recruit, train and motivate employees who are able to serve customers better. Kotler also revealed that the perfect service of an organization must prepare employees who provide services, then with the internal marketing is expected to encourage employees to think creatively in improving the quality of service and have a common view to be more concerned to customers. Recruitment according by {\ref Mathis and Jakson (2001)} is a process that produces a number of qualified applicants for employment in a company or organization. Training according to \hyperref[b3]{Gomes (2003)} is any attempt to improve the worker's performance on a particular job that he or she is responsible for, or a job related to his or her work. Stoner and Freeman in Nursalam (2013) stated that motivation is a human psychological characteristic that contributes to one's level of commitment. These include factors that cause, channel, and retain human behavior in the direction of certain determination. While the quality of service according to Parasuraman, et al (2001) defined as how big the gap (gap) between customer perceptions of the reality received compared with customer expectations for services that should be accepted.\par Good internal marketing implementation is aimed not only at business-oriented organizations, but the government as a government organizer is also required provide better quality service. Until now the topic about the demand for improving the quality of public services in the management of government becomes a primary demand for the improvement of service performance of the state apparatus is increasingly felt and important, because the good service and the prime will have an impact on the realization of a clean and authoritative government climate. The main tasks and functions of the government apparatus are increasingly as attention of the public because getting good service is the right of the community, while the apparatus is obliged to provide excellent service, with the principles of simple, fast, precise, orderly, cheap, transparent and nondiscriminatory services.\par In the implementation of public services is often not in accordance with what is expected by the people who always want excellent service quality. Lots of public complaints that the quality of public services is very low and even disappointing.\par Similarly, this applies to government service agencies including the National Land Agency. National Land Agency is a government agency assigned to provide excellent public services to the community, but in fact the implementation has not been satisfactory, including public services conducted by the National Land Agency of the Republic of Indonesia (BPN RI). People are not satisfied with the land services provided by BPN RI. People's dissatisfaction with land services is related to complex procedures, costly fees, and length of time in completing the process.\par As a new Office, the Land Office of North Lombok Regency always strives to improve and provide the best service to the entire community in the field of land. This is in accordance with the spirit of regional autonomy and agrarian reform which one of them is by improving the quality of service. Although the Land Office of North Lombok Regency has maximized the service but the community views the service that has been given is still considered less.\par Based on the description above, the authors choose the location of research at the Land Office of North Lombok regency because in addition to belonging to the new land office is also based on the observation of research authors related problems regarding the influence of recruitment, training and motivation to service quality in the Land Office of North Lombok regency has never been done. \section[{II. Literature Review and Hypothesis Development a) Theoretical Basis i Internal Marketing}]{II. Literature Review and Hypothesis Development a) Theoretical Basis i Internal Marketing}\par Internal marketing is a philosophy to manage organizational human resources based on marketing perspective. Internal marketing is a continuous process that takes place firmly within a company or organization that aligns functional processes, motivates and empowers employees at all levels of management to consistently deliver a satisfactory experience to customers. (Supriyanto and Ernawaty, 2010). \hyperref[b12]{Kotler (2009)} states that Internal marketing (internal marketing) is marketing done within the organization, especially by the leadership to employees. The main task in internal marketing is to hire, train and motivate capable employees and want to serve customers well. Readiness of employees in serving the customers outside the main requirements to achieve excellent service.\par Triangle that explains the relationship between an organization (company) with its employees and customers, as shown below figure 1.1: Recruitment is the process of seeking, finding, and attracting applicants to be employed within and by an organization. The purpose of recruitment is to get as much inventory as possible of applicants so that the organization will have a greater chance to make choices against the prospective worker who is deemed to meet the organization's qualification standards. The recruitment process takes place from the moment of seeking applicants to the application by the applicant. \hyperref[b3]{(Gomes, 2003)}. While according to mathis (2001) that recruitment is a process of collecting applicants who have qualifications in accordance with the required company, to be employed within the company.\par Recruitment according to the level of perathuran by Mathis \&. Jokson, (2011) that an approach to recruitment that needs to be done is: Training is a process in which people gain the ability and skill to help achieve organizational goals. Because this process is related to organizational goals, training can be viewed narrowly or broadly. Training provides employees with deeper knowledge and skills so as to truly know their strengths and weaknesses and know how to overcome their weaknesses in carrying out their work. \section[{iv Motivation}]{iv Motivation}\par Stoner and Freeman in Nursalam (2013) stated that motivation is a human psychological characteristic that contributes to one's level of commitment. These include factors that cause, distribute, and retain human behavior in the direction of certain determination. Motivating is the management process to influence human behavior based on the knowledge of what makes people moved.\par According to the motivational theories that are used as a reference in work motivation is the theory of needs hierarchy or maslow theory where maslow distinguish the level of needs into five hierarchies of physiology, security, social, self -esteem and selfactualization. Maslow's theory states that human beings are motivated to fulfill their need that is perceived as basic necessity then when the basic needs have been fulfilled it will step on the fulfillment of other higher needs.\par According to Maslow's hierarchy of needs theory there are five levels of need, from the lowest human needs to the highest human needs, the lowest order of motivation to the highest motivation.\par v Service Quality Quality of service according to Parasuraman, et al (2001) defined as how big the gap (gap) between customer perceptions of the reality received compared with customer expectations for services that should be accepted. So the quality of service can be known by comparing the perception (reality) with customer expectations (expectations) of a service provided by the company's service providers.\par Quality of service can be measured using quality measurement dimensions. Measurements of quality according to experts vary according to point of view and thinking. One of them according to Zeithaml et al. {\ref (1985)} which identifies that service quality can be measured from five dimensions SERVQUAL (dimension of service quality), namely: Direct Evidence (Tangibles), Reliability (Reability), Responsiveness, Assurance, and Empathy. \section[{vi Conceptual Framework}]{vi Conceptual Framework}\par The conceptual framework of this research is to explicitly describe the conceptual models of research variables. This study looks for the relationship of internal marketing variables with service quality that is independent variable with dependent variable. Intenal marketing variables have dimension consist of recruitment (X1) training (X2) Motivation (X3) while the dependent variable is Quality of service (Y).\par The Conceptual Framework can be described as follows: \section[{a) Research Methods i Population and Sample}]{a) Research Methods i Population and Sample}\par Population is a generalization region consisting of objects or subjects that have a quality there are certain characteristics that by researchers to learn and then drawn conclusions \hyperref[b23]{(Sugiyono, 2014)}. In this research the pollulation that will be used is all Staff and Non Permanent Employee (PTT) at Land Office of North Lombok Regency and Certificate applicant at Land Office of North Lombok Regency which amounted to 30 employee. This study was measured using Saturated Sampling in which sample determination technique if all members of the population were used as samples of internal marketing variables.\par ii \section[{Data Collection Techniques}]{Data Collection Techniques}\par The data collection tool in this research is using questionnaire, where the questionnaire is spread to the employees of the Land Office of North Lombok Regency about the influence of recruitment, training, andRecruitment (X1) Training (X2) Motivation (X3) Quality of Service (Y)\par motivation on the quality of service at the Land Office of North Lombok Regency.\par iii \section[{Data Analysis Technique}]{Data Analysis Technique}\par In this research process that will be done is data processing and analyze the data needed. In the data collection will be processed using computer assistance using SPSS program version 16 will soon be known results. In performing calculations to describe the data and perform hypothesis testing then the steps undertaken in this study are as follows (Sofyan siregar, 2014). \section[{iv Regression Test}]{iv Regression Test}\par Data analysis used in this research is method of Regression analysis. In the regression analysis will be developed in a regression equation is a mathematical formula that searches for the value of the dependent variable of the known independent variables. The analysis is used primarily for forecasting, where in the model there are dependent variables and independent variables. In practice, regression analysis methods are often distinguished between simple regression and multiple regression. Simple regression if there is only one independent variable while multiple regression if there is more than one independent variable.\par In this study there is one dependent variable (service quality) and 3 independent variables namely recruitment (X1) training (X2) and motivation (X3). Based on that, the analysis method used is Multiple regression. The regression equation used is as follows.Y = ?0+?1 ?1 + ?2 ?2 + ?3 ?3 + ? Where, Y = Quality of ServicesKualitas pelayanan X1 = Recrutment X2 = Training X3 = Motivation ?1-?3 = Coefisien Regresiion (Parameter) ?0 = Constanta e = Error Factor\par v Hypothesis Testing (Testing -t) Test -t Used to test the mean or not the relationship of independent variables training (X 1 ), recruitment (X 2 ) and Motivation (X 3 ) with the dependent variable Quality of Service (Y). The step-step testing is as:\par (a) Determining Hypothesis Formulation H0: ? ? 0, Meaning that the variable X has no partially significant effect on the variable Y. H0: ? ? 0, Meaning that the variable X has a partially significant influence on the variable Y.\par (b) Determining degree of confidence or level significant is 95\% (? = 0,05), sample n and t The coefficient of determination is a comparison between the variation of the dependent variable described by the independent variable collectively compared with the total variation of the dependent variable. The determination coefficient test (R 2 ) to measure how the proportion of variation of the dependent variable (bound) can be explained by the independent (independent) variable. According to \hyperref[b22]{Satiaji (2004)} that the coefficient of determination (R 2 ) in essence to measure how far the ability of independent variables in explaining the dependent variable, whereas according to (ghozali, 2009) explain that the coefficient determinant measure the goodness of fit from the regression equation is giving percentage of total variation in variables bound that is explained by the independent variable. Ghozali also states that koefiesien essentially measures how far the model's ability to explain variations of bound variables.\par The value of the determinant coefficient lies between 0 -1. The small value of R 2 means the ability of the independent variables in explaining the variation of dependent varieties is limited. A value close to one means the independent variables provide all the information needed to predict the variation of the dependent variable (ghozali, 2009). The value of R 2 = 1 means that the regeneration line occurs describing 100\% of the variation in the dependent variable, if R 2 = 0 means the model that occurs can not explain the slightest line of regression that occurs. Whether or not a model is not determined by R 2 is high, but should pay more attention to the logical or theoretical relevance of the independent variable with the dependent variable in the statistical sense. Then the results of multiple correlation analysis (R) and determination analysis (R Square), and Adjusted R Square can be seen in table 4.9. In table 4.9 above can be seen the value of double correlation (R) of 0.770. Because the value of double correlation (R) is between 0,60-0,79 it can be concluded that there is strong relationship between independent variable (independent) consisting of Recruitment Variables (X 1 ), Training (X 2 ) and Motivation (X 3 ), against the dependent variable (depedent) is Quality of Service (Y). Then the coefficient of determination (Adjusted R Square) of 0.546 or 54.60\% shows the contribution of variable Recruitment (X 1 ), Training (X 2 ) and Motivation (X 3 ), together have an effect on the variable of Service Quality (Y) of 54.60\%. While the rest of 45.40\% influenced by other variables outside the model (variable). \section[{e) Hypothesis Testing}]{e) Hypothesis Testing}\par Hypothesis testing is done to test the three research hypotheses are: Ha1: Recruitment positively affects the Quality of Service at the Land Office of North Lombok regency.\par Ha2: Training has a positive effect on Service Quality at Land Office of North Lombok Regency.\par Ha3: Motivation positively affect the Quality of Service at the Land Office of North Lombok regency.\par To test the hypothesis above then, do the test partially (alone) or t test. T test is done to analyze the influence of Recruitment (X 1 ), Training (X 2 ) and Motivation (X 3 ) variable, to Service Quality (Y) variable. Testing is done by comparing t-count value with t- {\ref 4}.10 above can be seen that the t test results to determine the level of significance or significance in partial each independent variable in a row can be described as follows:\par i Hypothesis Testing Ha 1\par Testing of the first hypothesis (Ha 1 ) is "Recruitment positively affects the Quality of Service at the Land Office of North Lombok regency". Based on the calculation in table 4:10 above can be seen the value of t-count for variable Recruitment (X 1 ) of 0,558, tsignificance equal to 0,447 with t-table value 2,056. The results of this t test show the value of t-count (0,558) t-table (2.056) and significant level 0.007 smaller than the specified significant level of 0.05.\par The results of this t test show that variable variable Training (X 2 ) has a significant influence on Service Quality at the Land Office of North Lombok regency.\par The influence of training on the quality of the waiter is due to the training at the Land Office of North Lombok regency. It has been effective, meaning that the implementation of the training participants, trainers, training materials, employee training methods are in accordance with clear standards. \section[{c) Motivation (X 3 )}]{c) Motivation (X 3 )}\par The results of partial analysis for motivational variables (X 3 ) have a significant influence on Service Quality at the Land Office of North Lombok regency. It can be seen from regression coefficient equal to 0,579 with result of t test where, t-count value (3,206)> t-table (2.056) and a significant level of 0.004 which is smaller than the specified significant level of 0.05.\par The results of this t test show that the variable Motivation (X 2 ) has a significant influence on Service Quality at the Land Office of North Lombok regency.\par Giving motivation to employees at the Land Office of North Lombok Regency has done well, meaning in terms of endurance or diligent in doing tasks, feedback, challenging work, dislike success because of a coincidence, have responsibility for its performance already applied with good. According to \hyperref[b7]{Hasibuan (2005)}, motivation has a purpose to encourage passion and morale, improve employee morale and job satisfaction, increase employee productivity, maintain employee loyalty and stability, improve discipline and reduce employee attendance, increase creativity and employee participation and enhancing employees' sense of responsibility for their duties. \section[{d) Implication of Research Results}]{d) Implication of Research Results}\par The results of this research findings have three implications, namely: theoretical, practical, and policy implications. The theoretical implications in this study are as follows: The findings of this study support internal marketing theory expressed by (Supriyanto and Ernawaty, 2010). Internal marketing is a continuous process that takes place firmly within a company or organization that aligns functional processes, motivates and empowers employees at all levels of management to consistently deliver a satisfactory experience to customers. The result of the research indicates that the recruitment, training and motivation have positive and significant influence on the service quality.\par Practical implications, this research can be used by the Head of Office of Land Office of North Lombok Regency in improving the quality of service for the people in North Lombok and Making consideration for the employees of Land Office of North Lombok Regency in providing better service.\par Policy implications, the policy of this research can be used by the Head (Head of Office) of the Land Office of North Lombok Regency as one of the considerations in determining the specific policies related to recruitment, training and motivation. Where these three aspects are related to each other. The results of this study can also be an input for the Ministry of Agrarian Affairs (ATR)/National Land Agency (BPN) of the Republic of Indonesia and the Ministry of Administrative Reform and Bureaucratic Reform in minimizing the problems of classics in the procedure of recruitment of Candidates for Civil Servants in almost all parts of Indonesia that is the problem transparency in the recruitment of Candidates for Civil Servants, the transparency referred to here is about the transparency of the recruitment process of CPNS, where honesty and objectivity in recruiting CPNS, is the expectation of the community. \section[{VI. Conclusion}]{VI. Conclusion}\par The conclusions in this study are:\par 1. Variable Recruitment (X 1 ) has no significant effect on Service Quality (Y) at Land Office of North Lombok regency. This illustrates that the recruitment system of the employees at the Land Office of North Lombok regency has not changed the quality of services provided to the beneficiaries of service (community) 2. Variable Training (X 2 ) has a significant influence on Service Quality at the Land Office of North Lombok regency. This illustrates that trainings provide views for employees or employees of the Land Office of the northern district of Lombok in improving the quality of services provided to the community. 3. Variable Motivation (X 3 ) has a significant influence on Service Quality at the Land Office of North Lombok regency. This illustrates that the employees or employees of the district land office are motivated in providing quality services to the community. \section[{a) Suggestion}]{a) Suggestion}\par Based on the results of research that has been done, it is proposed suggestions include: \begin{figure}[htbp] \noindent\textbf{11}\includegraphics[]{image-2.png} \caption{\label{fig_0}Figure 1 . 1 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{} \par \begin{longtable}{P{0.85\textwidth}} vi Model Accuracy Test (F Test)\\ F-Statistic test is used to find out whether the\\ independent variable equally affect the free variables.\\ According to kuncoro (2001) states that "double\\ correlation is a number that indicates the direction and\\ strength of the relationship between two independent\\ variables together or more with the dependent variable".\\ Meanwhile, according to satiaji (2004) cited from the\\ study Umi arifah (2013) states that statistical test F in his\\ unconscious indicates whether all the free variables\\ included in the model have influence together on the\\ bound variables.\\ vii Determination Configuration Test (R 2 )\end{longtable} \par {\small\itshape [Note: table = (?, n -k -I) (c) Define Test Criteria H0 accepted if t]} \caption{\label{tab_1}}\end{figure} \begin{figure}[htbp] \noindent\textbf{} \par \begin{longtable}{P{0.04857142857142857\textwidth}P{0.8014285714285714\textwidth}} IV. Result\tabcellsep i Recruitment (X 1 )\\ \tabcellsep Result of validity and reliability test to item\\ \tabcellsep question on recruitment variable (X 1 ) concerning to 30\\ \tabcellsep respondent can be seen in table 4.1 below:\end{longtable} \par {\small\itshape [Note: a]} \caption{\label{tab_2}viii}\end{figure} \begin{figure}[htbp] \noindent\textbf{41} \par \begin{longtable}{P{0.21919291338582675\textwidth}P{0.09537401574803149\textwidth}P{0.17234251968503936\textwidth}P{0.2375984251968504\textwidth}P{0.12549212598425197\textwidth}} \tabcellsep Validity\tabcellsep \tabcellsep Reliability\tabcellsep \\ Items\tabcellsep Coefisien\tabcellsep Information\tabcellsep Cronbach's Alpha if Item Deleted\tabcellsep Information\\ 1\tabcellsep 0.519\tabcellsep Valid\tabcellsep 0.707\tabcellsep Reliabel\\ 2\tabcellsep 0.574\tabcellsep Valid\tabcellsep 0.692\tabcellsep Reliabel\\ 3\tabcellsep 0.480\tabcellsep Valid\tabcellsep 0.699\tabcellsep Reliabel\\ 4\tabcellsep 0.446\tabcellsep Valid\tabcellsep 0.705\tabcellsep Reliabel\\ 5\tabcellsep 0.662\tabcellsep Valid\tabcellsep 0.688\tabcellsep Reliabel\\ 6\tabcellsep 0.573\tabcellsep Valid\tabcellsep 0.690\tabcellsep Reliabel\\ 7\tabcellsep 0.466\tabcellsep Valid\tabcellsep 0.702\tabcellsep Reliabel\\ 8\tabcellsep 0.798\tabcellsep Valid\tabcellsep 0.641\tabcellsep Reliabel\\ \tabcellsep \tabcellsep \multicolumn{3}{l}{Source: Results of Processed Data Research with SPSS}\\ ii Training (X 2 )\tabcellsep \tabcellsep \tabcellsep \multicolumn{2}{l}{concerning to 30 respondents can be seen in table 4.2}\\ \multicolumn{3}{l}{The result of validity and reliability test to the}\tabcellsep below:\tabcellsep \\ \multicolumn{3}{l}{question items at Training Variabels (X2) variable}\tabcellsep \tabcellsep \end{longtable} \par \caption{\label{tab_3}Table 4 . 1 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{42} \par \begin{longtable}{P{0.03613360323886639\textwidth}P{0.03613360323886639\textwidth}P{0.6125506072874494\textwidth}P{0.1651821862348178\textwidth}} \tabcellsep \tabcellsep \tabcellsep Year 2018\\ \tabcellsep \tabcellsep \tabcellsep 5\\ \tabcellsep \tabcellsep \tabcellsep Volume XVIII Issue VI Version I\\ \tabcellsep \tabcellsep \tabcellsep ( ) E\\ iii Motivation (X 3 )\tabcellsep Items 1 2 3 4 5 6 7 8\tabcellsep Validity Coefisien 0.625 0.742 0.779 0.856 0.895 0.908 0.807 0.805 Source: Results of Processed Data Research with SPSS Reliability Information Cronbach's Alpha if Item Deleted Information Valid 0.783 Reliabel Valid 0.774 Reliabel Valid 0.772 Reliabel Valid 0.768 Reliabel Valid 0.762 Reliabel Valid 0.754 Reliabel Valid 0.770 Reliabel Valid 0.767 Reliabel\tabcellsep Global Journal of Management and Business Research\end{longtable} \par \caption{\label{tab_4}Table 4 . 2 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{43} \par \begin{longtable}{P{0.16865079365079363\textwidth}P{0.1203042328042328\textwidth}P{0.17202380952380952\textwidth}P{0.21474867724867727\textwidth}P{0.17427248677248677\textwidth}} \tabcellsep Validity\tabcellsep \tabcellsep Reliability\tabcellsep \\ Items\tabcellsep Coefisien\tabcellsep Information\tabcellsep Cronbach's Alpha if Item Deleted\tabcellsep Information\\ 1\tabcellsep 0.651\tabcellsep Valid\tabcellsep 0.712\tabcellsep Reliabel\\ 2\tabcellsep 0.845\tabcellsep Valid\tabcellsep 0.713\tabcellsep Reliabel\\ 3\tabcellsep 0.381\tabcellsep Valid\tabcellsep 0.729\tabcellsep Reliabel\\ 4\tabcellsep 0.345\tabcellsep Valid\tabcellsep 0.731\tabcellsep Reliabel\\ 5\tabcellsep 0.845\tabcellsep Valid\tabcellsep 0.713\tabcellsep Reliabel\\ 6\tabcellsep 0.483\tabcellsep Valid\tabcellsep 0.726\tabcellsep Reliabel\\ 7\tabcellsep 0.329\tabcellsep Valid\tabcellsep 0.731\tabcellsep Reliabel\\ 8\tabcellsep 0.642\tabcellsep Valid\tabcellsep 0.711\tabcellsep Reliabel\\ 9\tabcellsep 0.322\tabcellsep Valid\tabcellsep 0.733\tabcellsep Reliabel\\ 10\tabcellsep 0.452\tabcellsep Valid\tabcellsep 0.731\tabcellsep Reliabel\\ 11\tabcellsep 0.845\tabcellsep Valid\tabcellsep 0.713\tabcellsep Reliabel\\ 12\tabcellsep 0.845\tabcellsep Valid\tabcellsep 0.713\tabcellsep Reliabel\\ 13\tabcellsep 0.497\tabcellsep Valid\tabcellsep 0.723\tabcellsep Reliabel\\ 14\tabcellsep 0.338\tabcellsep Valid\tabcellsep 0.735\tabcellsep Reliabel\\ 15\tabcellsep 0.319\tabcellsep Valid\tabcellsep 0.733\tabcellsep Reliabel\\ 16\tabcellsep 0.472\tabcellsep Valid\tabcellsep 0.727\tabcellsep Reliabel\\ 17\tabcellsep 0.470\tabcellsep Valid\tabcellsep 0.726\tabcellsep Reliabel\\ 18\tabcellsep 0.395\tabcellsep Valid\tabcellsep 0.733\tabcellsep Reliabel\\ \tabcellsep \tabcellsep \multicolumn{3}{l}{Source: Results of Processed Data Research with SPSS}\\ iv Quality Service (Y)\tabcellsep \tabcellsep \tabcellsep \multicolumn{2}{l}{concernin to 30 respondents can be seen in table}\\ \multicolumn{3}{l}{The result of validity and reliability test to}\tabcellsep 4.4 below:\tabcellsep \\ \multicolumn{3}{l}{the question items on Quality Service (Y) variable}\tabcellsep \tabcellsep \end{longtable} \par \caption{\label{tab_5}Table 4 . 3 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{44} \par \begin{longtable}{P{0.23546775658492278\textwidth}P{0.11966394187102633\textwidth}P{0.07411444141689373\textwidth}P{0.3072661217075386\textwidth}P{0.11348773841961853\textwidth}} \tabcellsep Validitas\tabcellsep \tabcellsep \multicolumn{2}{l}{Reliabilitas}\\ Items\tabcellsep Coefisien\tabcellsep Information\tabcellsep Cronbach's Alpha if Item Deleted\tabcellsep Information\\ 1\tabcellsep 0.454\tabcellsep Valid\tabcellsep .760\tabcellsep Reliabel\\ 2\tabcellsep 0.799\tabcellsep Valid\tabcellsep .755\tabcellsep Reliabel\\ 3\tabcellsep 0.681\tabcellsep Valid\tabcellsep .756\tabcellsep Reliabel\\ 4\tabcellsep 0.784\tabcellsep Valid\tabcellsep .752\tabcellsep Reliabel\\ 5\tabcellsep 0.744\tabcellsep Valid\tabcellsep .756\tabcellsep Reliabel\\ 6\tabcellsep 0.887\tabcellsep Valid\tabcellsep .741\tabcellsep Reliabel\\ 7\tabcellsep 0.906\tabcellsep Valid\tabcellsep .744\tabcellsep Reliabel\\ 8\tabcellsep 0.845\tabcellsep Valid\tabcellsep .744\tabcellsep Reliabel\\ 9\tabcellsep 0.723\tabcellsep Valid\tabcellsep .751\tabcellsep Reliabel\\ 10\tabcellsep 0.512\tabcellsep Valid\tabcellsep .758\tabcellsep Reliabel\\ 11\tabcellsep 0.879\tabcellsep Valid\tabcellsep .745\tabcellsep Reliabel\\ 12\tabcellsep 0.681\tabcellsep Valid\tabcellsep .752\tabcellsep Reliabel\\ 13\tabcellsep 0.805\tabcellsep Valid\tabcellsep .748\tabcellsep Reliabel\\ 14\tabcellsep 0.627\tabcellsep Valid\tabcellsep .759\tabcellsep Reliabel\\ 15\tabcellsep 0.653\tabcellsep Valid\tabcellsep .754\tabcellsep Reliabel\\ 16\tabcellsep 0.752\tabcellsep Valid\tabcellsep .755\tabcellsep Reliabel\\ 17\tabcellsep 0.782\tabcellsep Valid\tabcellsep .749\tabcellsep Reliabel\\ \tabcellsep \multicolumn{4}{l}{Source: Results of Processed Data Research with SPSS}\\ b) Descriptive Statistical Test\tabcellsep \tabcellsep \tabcellsep \multicolumn{2}{l}{information on minimum, maximum, and mean values}\\ \multicolumn{3}{l}{Statistical descriptive analysis was conducted}\tabcellsep \multicolumn{2}{l}{of Recruitment Variables (X 1 ), Training (X 2 ), Motivation}\\ \multicolumn{3}{l}{on 30 respondents. The analysis of all models of}\tabcellsep \multicolumn{2}{l}{(X 3 ), and Service Quality (Y). Based on the results of the}\\ \multicolumn{3}{l}{regression equations in this study using Statisitic}\tabcellsep \multicolumn{2}{l}{calculations that have been done, then the results}\\ \multicolumn{3}{l}{Production and Solution (SPSS) v.16.0. The purpose}\tabcellsep \multicolumn{2}{l}{obtained descriptive statistics as listed in the following}\\ \multicolumn{3}{l}{of the statistical descriptive test is to present}\tabcellsep table 4.5:\tabcellsep \end{longtable} \par \caption{\label{tab_6}Table 4 . 4 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{45} \par \begin{longtable}{P{0.41822529224229543\textwidth}P{0.009936238044633368\textwidth}P{0.060520722635494156\textwidth}P{0.3089266737513284\textwidth}P{0.02167906482465462\textwidth}P{0.03071200850159405\textwidth}} Variable\tabcellsep N\tabcellsep Minimum\tabcellsep Maximum\tabcellsep Mean\tabcellsep Std. Deviation\\ Recruitment (X 1 )\tabcellsep 30\tabcellsep 23\tabcellsep 39\tabcellsep 31.83\tabcellsep 4.035\\ Training (X 2 )\tabcellsep 30\tabcellsep 14\tabcellsep 37\tabcellsep 20.60\tabcellsep 4.825\\ Motivation (X 3 )\tabcellsep 30\tabcellsep 50\tabcellsep 80\tabcellsep 70.07\tabcellsep 6.933\\ Quality of Service (Y)\tabcellsep 30\tabcellsep 48\tabcellsep 85\tabcellsep 71.90\tabcellsep 9.064\\ Valid N (listwise)\tabcellsep 30\tabcellsep \tabcellsep \tabcellsep \tabcellsep \\ \tabcellsep \tabcellsep \multicolumn{4}{l}{Source: Results of Processed Data Research with SPSS}\\ c) Assumption Test Results\tabcellsep \tabcellsep \tabcellsep \multicolumn{3}{l}{tested has a significant difference with the normal raw}\\ \multicolumn{3}{l}{i Normality Test Normality test in this study using Kolmogorov Smirnov. The basic concept of the Kolmogorov Smirnov normality test is to compare the data distribution (to be tested for normality) to the normal standard distribution. The application of Kolmogorov Smirnov test is that if the}\tabcellsep \multicolumn{3}{l}{data, the data is not normal. Furthermore, if the significance above 0.05 then there is no significant difference between the data to be tested with normal raw data, meaning that the data we tested normally. Normality test results can be seen sebgaimana table 4.7 follows:}\\ \multicolumn{3}{l}{significance below 0.05 means that the data to be}\tabcellsep \tabcellsep \tabcellsep \end{longtable} \par \caption{\label{tab_7}Table 4 . 5 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{46} \par \begin{longtable}{P{0.5790069686411149\textwidth}P{0.27099303135888503\textwidth}} \multicolumn{2}{l}{Source: Results of Processed Data Research with SPSS}\\ The above Kolmogorov-Smirnov test shows that\tabcellsep variable. If the independent variable does not affect\\ the Asymp. Sig value is 0.787. greater than 0.05 so it\tabcellsep Absolute Residual (UbsUt) then there is no indication of\\ can be concluded that the data we tested is normally\tabcellsep heterocedastisity.\\ distributed or the model is not exposed to the problem\tabcellsep Gleser test results can be seen in table 4.7 as follows:\\ of normality.\tabcellsep \\ ii Heterocedasticity Test\tabcellsep \\ Test method used is by Gleser test that is to\tabcellsep \\ regress Absolute Residual value (UbsUt) as dependent\tabcellsep \end{longtable} \par \caption{\label{tab_8}Table 4 . 6 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{47} \par \begin{longtable}{P{0.0032692307692307695\textwidth}P{0.14711538461538462\textwidth}P{0.1503846153846154\textwidth}P{0.13730769230769233\textwidth}P{0.2778846153846154\textwidth}P{0.06538461538461539\textwidth}P{0.06865384615384616\textwidth}} \tabcellsep \tabcellsep \tabcellsep Coefficients a\tabcellsep \tabcellsep \tabcellsep \\ \tabcellsep \tabcellsep \multicolumn{2}{l}{Unstandardized}\tabcellsep Standardized\tabcellsep \tabcellsep \\ \tabcellsep Model\tabcellsep \multicolumn{2}{l}{Coefficients}\tabcellsep Coefficients\tabcellsep t\tabcellsep Sig.\\ \tabcellsep \tabcellsep B\tabcellsep Std. Error\tabcellsep Beta\tabcellsep \tabcellsep \\ \tabcellsep (Constant)\tabcellsep 8.501\tabcellsep 5.984\tabcellsep \tabcellsep 1.421\tabcellsep .167\\ 1\tabcellsep Recruitment Training\tabcellsep .004 .022\tabcellsep .133 .120\tabcellsep .004 .077\tabcellsep .028 .067\tabcellsep .978 .785\\ \tabcellsep Motivation\tabcellsep -.044\tabcellsep .110\tabcellsep -.045\tabcellsep -.057\tabcellsep .778\\ \tabcellsep \tabcellsep \tabcellsep \tabcellsep \multicolumn{3}{l}{a. Dependent Variable: RES\textunderscore 2}\end{longtable} \par {\small\itshape [Note: Source: Results of Processed Data Research with SPSS iii Multicollinearity TestThe multicollinearity test can be done by looking at the variance inflation factor (VIF) in the regression model.]} \caption{\label{tab_9}Table 4 . 7 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{48} \par \begin{longtable}{P{0.32233766233766237\textwidth}P{0.23181818181818178\textwidth}P{0.11038961038961037\textwidth}P{0.033116883116883114\textwidth}P{0.15233766233766233\textwidth}} \tabcellsep \tabcellsep \tabcellsep \tabcellsep consisting of Recruitment (X 1 ), Training (X 2 ), and\\ No.\tabcellsep Variabel\tabcellsep \multicolumn{2}{l}{Tolerance Collinearity Statistices VIF}\tabcellsep Motivation (X 3\\ 1\tabcellsep Recruitment (X 1 )\tabcellsep .869\tabcellsep 1.151\\ 2\tabcellsep Training (X 2 )\tabcellsep .746\tabcellsep 1.341\\ 3\tabcellsep Motivation (X 3 )\tabcellsep .820\tabcellsep 1.219\\ \multicolumn{4}{l}{Source: Results of Processed Data Research with SPSS}\\ \multicolumn{3}{l}{d) Results of Multiple Regression}\tabcellsep \\ \tabcellsep \multicolumn{3}{l}{One of the objectives of regression analysis is}\\ \multicolumn{4}{l}{to see the effect of independent variables (indevenden)}\end{longtable} \par \caption{\label{tab_10}Table 4 . 8 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{49} \par \begin{longtable}{P{0.7289735099337749\textwidth}P{0.06867549668874172\textwidth}P{0.029834437086092718\textwidth}P{0.014635761589403972\textwidth}P{0.007880794701986755\textwidth}} No.\tabcellsep Independen t Variable\tabcellsep Regresion Coefisien\tabcellsep \multicolumn{2}{l}{Sig. T t-Count}\\ 1\tabcellsep Recrutment (X 1 )\tabcellsep .233\tabcellsep .447\tabcellsep .773\\ 2\tabcellsep Training (X 2 )\tabcellsep .793\tabcellsep .007\tabcellsep 2.912\\ 3\tabcellsep Motivation (X 3 )\tabcellsep .579\tabcellsep .004\tabcellsep 3.206\\ \multicolumn{2}{l}{Constanta = 7.550}\tabcellsep \multicolumn{2}{l}{Sig. F = .0000}\tabcellsep \\ \multicolumn{2}{l}{R = .770}\tabcellsep \multicolumn{2}{l}{? = 0.05}\tabcellsep \\ \multicolumn{2}{l}{R Square = .593}\tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{2}{l}{Adjusted R Square = .546}\tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{2}{l}{F Change = 12.604}\tabcellsep \tabcellsep \tabcellsep \\ \tabcellsep \multicolumn{4}{l}{Source: Results of Processed Data Research with SPSS}\\ \multicolumn{3}{l}{Results of multiple linear regression analysis}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{in table 4.9 above can be explained and analyzed}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{the influence between dependent and independent}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{variables. and the result of multiple linear regression}\tabcellsep \tabcellsep \\ equation is:\tabcellsep \tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{2}{l}{Y = a + b1 X1 + b2 X2 + b3 X3 + e}\tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{2}{l}{Y = 7,550 + 0,233X1 + 0,793X2 + 0,579X3 + e}\tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{3}{l}{Based on the multiple linear regression}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{equation above, it can be seen that the independent}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{variable has a positive influence on the dependent}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{variable. The above regression equation can be}\tabcellsep \tabcellsep \\ interpreted as follows:\tabcellsep \tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{3}{l}{1. The constant of 7.550 indicates that if the}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{indevendent variable consisting of Recruitment (X 1 ),}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{Training (X 2 ), and Motivation (X 3 ) is 0, then the}\tabcellsep \tabcellsep \\ Service Quality (Y) is 7,550.\tabcellsep \tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{3}{l}{2. Regression coefficient of variable recruitment (X 1 ) of}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{0.233 means that if Recruitment (X 1 ) has increased}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{by 1 then, Quality of Service (Y) will increase by}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{0.233 assuming other indevenden variable fixed}\tabcellsep \tabcellsep \\ value.\tabcellsep \tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{3}{l}{3. The coefficient of regression of Training variable (X 2 )}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{is 0,793 meaning that if Training (X 2 ) has increased}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{by 1 then, Quality of Service (Y) will increase by}\tabcellsep \tabcellsep \\ \multicolumn{3}{l}{0,793 with other indevenden variable assumption}\tabcellsep \tabcellsep \\ fixed value.\tabcellsep \tabcellsep \tabcellsep \tabcellsep \\ \multicolumn{3}{l}{4. The regression coefficient of Motivation (X 3 ) variable}\tabcellsep \tabcellsep \\ \multicolumn{2}{l}{is 0,579 meaning that if Motivation (X}\tabcellsep \tabcellsep \tabcellsep \end{longtable} \par {\small\itshape [Note: 3 ) increases by 1 then, Quality of Service (Y) will increase by 0,579 assuming other indevenden variable is fixed value.]} \caption{\label{tab_11}Table 4 . 9 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{410} \par \begin{longtable}{P{0.24388185654008437\textwidth}P{0.26540084388185653\textwidth}P{0.08966244725738397\textwidth}P{0.07890295358649789\textwidth}P{0.17215189873417722\textwidth}} Variable\tabcellsep t-Count\tabcellsep t-Significant\tabcellsep t-Table\tabcellsep Information\\ Recruitment (X 1 )\tabcellsep 0.558\tabcellsep .447\tabcellsep 2.056\tabcellsep Not Significant\\ Training (X 2 )\tabcellsep 2.912\tabcellsep .007\tabcellsep 2.056\tabcellsep Significant\\ Motivation (X 3 )\tabcellsep 3.206\tabcellsep .004\tabcellsep 2.056\tabcellsep Significant\\ \tabcellsep \multicolumn{4}{l}{Source: Results of Processed Data Research with SPSS}\\ From table\tabcellsep \tabcellsep \tabcellsep \tabcellsep \end{longtable} \par \caption{\label{tab_12}Table 4 . 10 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{} \par \begin{longtable}{P{0.85\textwidth}} Lombok regency. From the results of the first hypothesis test (Ha2) in this study which states that "Training has a positive effect on Service Quality at the Land Office of North Lombok Regency", accepted. iii Hypothesis Testing Ha 3 Testing of the first hypothesis (Ha3) is "f) Model Accuracy Test (F Test) F test is conducted to test whether simultaneously or together independent variables (recruitment, training and motivation) have a significant effect on Service Quality at Land Office of North Lombok regency. If F-arithmetic> F-table or if Sig <0,05 then independent variable (Recruitment, Training and Motivation) have a significant effect on Service Quality at Land Office of North Lombok Regency. Based on table 4.9 above obtained F-count of 12.604 with Sig. of 0.000. The analysis results show F-count (12,604)> F-table (2.98) and Sig. (0,000) <0.05. This shows that simultaneously or together independent variables (Recruitment, Training and Motivation) have a significant effect on Service Quality at the Land Office of North Lombok regency.\end{longtable} \par \caption{\label{tab_13}}\end{figure} \begin{figure}[htbp] \noindent\textbf{} \par \begin{longtable}{} \end{longtable} \par \caption{\label{tab_14}}\end{figure} \footnote{© 2018 Global JournalsThe Influence Internal Market on Service Quality at the Land Office of North Lombok Regency, Indonesia} \backmatter \begin{bibitemlist}{1} \bibitem[Mathis et al. (ed.) ()]{b16}\label{b16} \textit{}, Mathis , Robert , Jackson , H Jhon . manajemen Sumber daya manusia Penerjemah Jimmi Y Sadeli \& Bayu Prawira Hie (ed.) 2001. Penerbit Salemba Jakarta. \bibitem[Satiaji ()]{b22}\label{b22} \textit{}, B Satiaji . \textit{Panduan Riset Dengan Pendekatan Kuantatif} 2004. Program Pascasarjana UMS. \bibitem[Zeithaml Dkk ()]{b27}\label{b27} ‘Analisis Kualitas Pelayanan atau Service Quality’. 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