Pengaruh Kualitas Pelayanan dan Kedisiplinan Pegawai terhadap Kepuasan Masyarakat di Kantor Desa Kepudibener Lamongan

Abstract

This study aims to determine the influence of service quality and employee discipline on public satisfaction at the Kepudibener Village Office, Turi District, Lamongan Regency, both partially and simultaneously. The study employs a quantitative approach with a causal design. The population consists of 881 households, with a sample of 90 respondents determined using the Slovin formula (10% margin of error). Random sampling was used as the sampling technique. Data were collected through interviews, questionnaires using a 1–5 Likert scale, and observation. The instruments comprised five service quality indicators (Parasuraman's SERVQUAL), five employee discipline indicators, and three public satisfaction indicators. Data analysis involved validity testing, Cronbach's Alpha reliability testing, multiple linear regression, t-tests (partial), and F-tests (simultaneous) using SPSS version 26.0. The results indicate that: (1) service quality has a positive and significant effect on public satisfaction (t-count 4.530 > t-table 1.66235; significance 0.000); (2) employee discipline has a positive and significant effect on public satisfaction (t-count 3.342 > t-table 1.66235; significance 0.001); and (3) simultaneously, both variables have a significant effect (F-count 13.229 > F-table 2.36; significance 0.000). The regression equation is Y = 3.590 + 0.231X₁ + 0.189X₂. Service quality and employee discipline are proven to play important roles in enhancing public satisfaction at the Kepudibener Village Office, Lamongan, both partially and simultaneously. Service quality has a larger influence coefficient (β = 0.435) compared to employee discipline (β = 0.321).