Pengaruh Kualitas Pelayanan dan Disiplin Kerja Terhadap Kepuasan Masyarakat dengan Kinerja Karyawan Sebagai Variabel Intervening (Studi Kasus Pada Dinas Kependudukan dan Pencatatan Sipil Kota Madiun)

Abstract

The purpose of this study was to determine the effect of service quality and work discipline on community satisfaction with employee performance as an intervention variable. The research used is quantitative research with a sample of 400 respondents. The results of this study are 1) service quality has a significant effect on employee performance, 2) work discipline has a significant effect on employee performance, 3) service quality has a significant effect on community satisfaction, 4) work discipline has no effect on community satisfaction, 5) employee performance has an effect on community satisfaction community satisfaction. Path analysis test showed that 6) employee performance was able to mediate the relationship between service quality and community satisfaction, 7) employee performance was not able to mediate the relationship between work discipline and community satisfaction.

Keywords: Service Quality, Work Discipline, Society, Employee Performance.