Abstract

This study aims to analyze the implementation of e-gov and work capability on service quality mediated by innovative behavior. The population in this study were all employees of the operational division of PT Jasa Marga Tbk with a total of 2171 employees. 100 respondents were taken as a sample using the Slovin Formula with the Proportional Random sampling method. The data collection method is by distributing questionnaires, as primary data. The analysis technique used is Smart Partial Least Square version 3.0. The results of the research analysis obtained that the implementation of e-government has a positive and significant effect on service quality, work capability has a positive and significant effect on service quality, and innovative behavior has a positive and significant effect on service quality. The research findings show that the implementation of e-government and work capability can improve service quality mediated by innovative employee behavior.