The Influence of Work Discipline and Ease of Administrativeness on Community Satisfaction Through Service Quality

Indra Maslukah, Martaleni and Umi Muawanah
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Indra Maslukah: Master of Management, Postgraduate, Universitas Gajayana Malang
Martaleni: Postgraduate lecturer, Universitas Gajayana Malang
Umi Muawanah: Postgraduate lecturer, Universitas Gajayana Malang

International Journal of Research and Innovation in Social Science, 2023, vol. 7, issue 7, 1661-1670

Abstract: State apparatus needs to carry out their duties professionally so that they have an impact on the satisfaction of public service users. There are several factors that influence community satisfaction, namely: work discipline, ease of administration and quality of service. This study aims to examine the effect of work discipline and ease of administration on service quality; examine the effect of work discipline, ease of administration and service quality on community satisfaction; examine the effect of work discipline on community satisfaction through service quality; and examine the effect of ease of administration on public satisfaction through service quality. The research population was recipients of population administration services at the Mojokerto Regency Population and Civil Registration Service in February 2022. Determining the number of samples used the Lemeshow Formula, so that a sample of 98 people was obtained. The sampling technique uses accidental sampling. While collecting data using questionnaires distributed to respondents with offline and on line methods. The data analysis technique uses path analysis. The results of the study conclude that, when trying to increase public satisfaction in public services, this can be done by disciplining the work of the implementing apparatus accompanied by ease of administration and at the same time followed by improving the quality of service.

Date: 2023
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