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Zakiyah, Nuratun
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Model Exploration for Community Satisfaction with E-KTP Service Quality as Mediation Wahyono, Wahyono; Zakiyah, Nuratun
Dinamika Pendidikan Vol 15, No 1 (2020): June 2020
Publisher : Fakultas Ekonomi, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/dp.v15i1.24892

Abstract

This study aimed to analyze the direct and indirect effects of interpersonal communication, work discipline, and facilities on community satisfaction through service quality. The method in this study used a quantitative approach. The population in this study was the people of Semarang Regency who had submitted services in the form of filing KTPs in sub-districts in Semarang Regency with a total of 756,216 people. The sampling technique was cluster random sampling technique, which was calculated by using the Slovin formula with a total sample of 100 respondents. Data collection methods used questionnaires, observations, and documentation. Data analysis method in this study used path analysis, and a single test with a significance level of 5%. The results of the calculation of the data obtained by the mediation equation were Y1 = 9,737 + 0,366X1 + 0,324X2 + 0,529X3 + 0,768e and the equation model of community satisfaction variable were Y2 = 0,942 + 0,318X1 + 0,531X2 + 0,360 X3 + 0,256 Y1 + 0,662e. The results of this study indicated that interpersonal communication, work discipline, and facilities had a direct effect on community satisfaction, and there was an indirect effect between interpersonal communication, work discipline, and facilities on community satisfaction through service quality.
Peran Kualitas Pelayanan dalam Memediasi Pengaruh Komunikasi Interpersonal, Disiplin Kerja, dan Fasilitas Terhadap Kepuasan Masyarakat Zakiyah, Nuratun; Wahyono, Wahyono
Economic Education Analysis Journal Vol 9 No 3 (2020): Economics Education Analysis Journal
Publisher : Department of Economics Education, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/eeaj.v9i3.31647

Abstract

Tujuan penelitian ini yaitu untuk mengetahui pengaruh langsung dan tidak langsung komunikasi interpersonal, disiplin kerja, dan fasilitas terhadap kepuasan masyarakat melalui kualitas pelayanan. Populasi dalam penelitian ini adalah masyarakat Kabupaten Semarang yang telah mengajukan pelayanan berupa pengajuan KTP pada kecamatan di Kabupaten Semarang dengan jumlah 756.216 jiwa. Teknik pengambilan sampel dengan teknik cluster random sampling, yang dihitung dengan menggunakan rumus slovin dengan jumlah sampel sebanyak 100 responden. Metode pengumpulan data menggunakan kuesioner, observasi, dokumentasi. Metode analisis data yang digunakan dalam penelitian ini adalah uji asumsi klasik, uji parsial, analisis jalur, dan uji sobel dengan taraf signifikansi sebesar 5%. Hasil perhitungan data diperoleh persamaan mediasi yang selanjutnya disingkat dengan Y1 = 9,737 + 0,366X₁ + 0,324X₂ + 0,529X₃ + 0,768e₁ dan kepuasan masyarakat yang selanjutnya disingkat dengan Y2 = 0,942 + 0,318X₁ + 0,531X₂ + 0,360 X₃ + 0,256 Y₁ +0,662e₂. Hasil penelitian ini menunjukkan bahwa komunikasi interpersonal, disiplin kerja, dan fasilitas berpengaruh langsung terhadap kepuasan masyarakat, serta terdapat pengaruh tidak langsung antara komunikasi interpersonal, disiplin kerja, dan fasilitas terhadap kepuasan masyarakat melalui kualitas pelayanan.
Peran Kualitas Pelayanan dalam Memediasi Pengaruh Komunikasi Interpersonal, Disiplin Kerja, dan Fasilitas Terhadap Kepuasan Masyarakat Zakiyah, Nuratun; Wahyono, Wahyono
Economic Education Analysis Journal Vol 9 No 3 (2020): Economic Education Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/eeaj.v9i3.31647

Abstract

Tujuan penelitian ini yaitu untuk mengetahui pengaruh langsung dan tidak langsung komunikasi interpersonal, disiplin kerja, dan fasilitas terhadap kepuasan masyarakat melalui kualitas pelayanan. Populasi dalam penelitian ini adalah masyarakat Kabupaten Semarang yang telah mengajukan pelayanan berupa pengajuan KTP pada kecamatan di Kabupaten Semarang dengan jumlah 756.216 jiwa. Teknik pengambilan sampel dengan teknik cluster random sampling, yang dihitung dengan menggunakan rumus slovin dengan jumlah sampel sebanyak 100 responden. Metode pengumpulan data menggunakan kuesioner, observasi, dokumentasi. Metode analisis data yang digunakan dalam penelitian ini adalah uji asumsi klasik, uji parsial, analisis jalur, dan uji sobel dengan taraf signifikansi sebesar 5%. Hasil perhitungan data diperoleh persamaan mediasi yang selanjutnya disingkat dengan Y1 = 9,737 + 0,366X₁ + 0,324X₂ + 0,529X₃ + 0,768e₁ dan kepuasan masyarakat yang selanjutnya disingkat dengan Y2 = 0,942 + 0,318X₁ + 0,531X₂ + 0,360 X₃ + 0,256 Y₁ +0,662e₂. Hasil penelitian ini menunjukkan bahwa komunikasi interpersonal, disiplin kerja, dan fasilitas berpengaruh langsung terhadap kepuasan masyarakat, serta terdapat pengaruh tidak langsung antara komunikasi interpersonal, disiplin kerja, dan fasilitas terhadap kepuasan masyarakat melalui kualitas pelayanan.
Model Exploration for Community Satisfaction with E-KTP Service Quality as Mediation Wahyono, Wahyono; Zakiyah, Nuratun
Dinamika Pendidikan Vol 15, No 1 (2020): June 2020
Publisher : Fakultas Ekonomi, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/dp.v15i1.24892

Abstract

This study aimed to analyze the direct and indirect effects of interpersonal communication, work discipline, and facilities on community satisfaction through service quality. The method in this study used a quantitative approach. The population in this study was the people of Semarang Regency who had submitted services in the form of filing KTPs in sub-districts in Semarang Regency with a total of 756,216 people. The sampling technique was cluster random sampling technique, which was calculated by using the Slovin formula with a total sample of 100 respondents. Data collection methods used questionnaires, observations, and documentation. Data analysis method in this study used path analysis, and a single test with a significance level of 5%. The results of the calculation of the data obtained by the mediation equation were Y1 = 9,737 + 0,366X1 + 0,324X2 + 0,529X3 + 0,768e and the equation model of community satisfaction variable were Y2 = 0,942 + 0,318X1 + 0,531X2 + 0,360 X3 + 0,256 Y1 + 0,662e. The results of this study indicated that interpersonal communication, work discipline, and facilities had a direct effect on community satisfaction, and there was an indirect effect between interpersonal communication, work discipline, and facilities on community satisfaction through service quality.
Co-Authors Wahyono Wahyono