The impact of service quality and employee discipline on customer satisfaction at the Karanganyar Regency Public Service Mall - Lupita Arini; Hery Sawiji (JIKAP (Jurnal Informasi dan Komunikasi Administrasi Perkantoran), 2025)
Abstrak: Tujuan dari penelitian ini adalah untuk (1) mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan di Mal Pelayanan Publik Kabupaten Karanganyar, (2) mengetahui pengaruh disiplin kerja terhadap kepuasan pelanggan di Mal Pelayanan Publik Kabupaten Karanganyar, (3) mengetahui pengaruh kualitas pelayanan dan disiplin kerja secara simultan terhadap kepuasan pelanggan di Mal Pelayanan Publik Kabupaten Karanganyar. Penelitian ini merupakan penelitian kuantitatif. Adapun untuk penentuan sampel dilakukan dengan menggunakan teknik pengambilan sampel yaitu accidental samplimg dengan jumlah sampel sebanyak 80 orang pelanggan yang diperoleh berdasarkan perhitungan menggunakan rumus Slovin. Hasil penelitian membuktikan bahwa: (1) terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap kepuasan pelanggan di Mal Pelayanan Publik Kabupaten Karanganyar. Hal ini dibuktikan dengan hasil perhitungan nilai thitung (8,398) > ttabel (1,991) dan nilai signifikansi 0,000 < 0,05; (2) terdapat pengaruh positif dan signifikan disiplin kerja terhadap kepuasan pelanggan di Mal Pelayanan Publik Kabupaten Karanganyar. Hal ini dibuktikan dengan hasil perhitungan nilai thitung (3,456) > ttabel (1,991) dan nilai signifikansi 0,001 < 0,05; (3) terdapat pengaruh positif dan signifikan kualitas pelayanan dan disiplin kerja secara simultan terhadap kepuasan pelanggan di Mal Pelayanan Publik Kabupaten Karanganyar. Hal ini dibuktikan dengan nilai Fhitung (121,839)  > Ftabel (3,114) dengan nilai signifikansi 0,000 < 0,05. Kata kunci : kuantitatif; kesesuaian harapan; ketepatan waktu; mutu pelayanan Abstract: The aim of study is to (1) determine the effect of service quality on customer satisfaction at Public Service Malls in Karanganyar Regency, (2) determine the effect of work discipline on customer satisfaction at Public Service Malls in Karanganyar Regency, (3) determine the effect of service quality and work discipline simultaneously on customer satisfaction at Public Service Malls in Karanganyar Regency. This study is a quantitative study. Meanwhile, the sample determination was carried out using a sampling technique, namely accidental sampling with a sample size of 80 customers obtained based on calculations using the Slovin formula. The results of the study proved that: (1) there is a positive and significant influence of service quality on customer satisfaction at the Karanganyar Regency Public Service Mall. This is evidenced by the results of the calculation of the tvalue (8.398) > ttable (1.991) and a significance value of 0.000 < 0.05; (2) there is a positive and significant influence of work discipline on customer satisfaction at the Karanganyar Regency Public Service Mall. This is evidenced by the results of the calculation of the tvalue (3.456) > ttable (1.991) and a significance value of 0.001 < 0.05; (3) there is a positive and significant influence of service quality and work discipline simultaneously on customer satisfaction at the Karanganyar Regency Public Service Mall. This is proven by the Fvalue value (121.839) > Ftable (3.114) with a significance value of 0.000 < 0.05. The results of this study indicate a joint effective contribution value of 0.760 or 76%, while the remaining 24% is influenced by other factors not examined in this study. Keywords : conformity to expectations; punctuality; quality of service; quantitative