The Influence of Organizational Communication toward the Quality of Employees’ Service at Southern City Sub-District Office of Gorontalo City

Community satisfaction can only be reached when the services provided by the government employees for them meet their expectation, where the services are considered of good quality and within affordable cost. This research aims at analyzing the extent of organizational communication influence on the quality of service provided by the employees at Southern City Sub-district office, City of Gorontalo. This research uses quantitative approach with descriptive method. The data are analyzed using path way analysis and observation, documentation, and questionnaire as data collection method. This questionnaire has previously tested its validity and reliability. The number of respondents in this research is 32 respondents. The analysis shows that organizational communication that comprises of internal communication (X1) and external communication (X2) simultaneously influence the quality of employees’ service (Y) at the Southern City Sub-district Office, Gorontalo City by 0.757 (75.7%). This means that the quality of service provided by the employees is largely determined by the clarity of organizational communication at the Sub-district office and that the effectiveness of the communication such as the information of sub-district programs to the community. In addition, internal communication (X1) partially influences the quality of service provided by the employee (Y) at the Southern City Sub-district Office, Gorontalo City by 0.662 (66.2%). Internal communication will be able to influence the quality of service if ideas are exchanged horizontally and vertically within the organization that directly causes the jobs and tasks to be regulated and well controlled. Meanwhile, the external communication (X2) partially influences the quality of employees’ service (Y) by 0.215 (21.5%). This external organizational communication is the communication among the leader, employees, and community, in which, the organizational programs are clearly articulated and communicated with the community to gain their support as service users.