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Pengaruh Kualitas Pelayanan, Disiplin Kerja, Komunikasi Interpersonal dan Fasilitas Pelayanan Terhadap Kepuasan Masyarakat

Business and Accounting Education Journal · Vol. 1 No. 3 (2020) · pp. 258–264

DOI
10.15294/baej.v1i3.46434
ISSN
2723-4487, 2723-4495
Published
2020-12-31
Publisher
Universitas Negeri Semarang
Language
eng

Abstract

This study aims to determine the effect of service quality, work discipline, personal communication, and service facilities at the Population and Civil Registry Office of Pemalang Regency. The population in this study were all visitors to the Population and Civil Registry Office of Pemalang Regency, totaling 7,326,263 people. The sampling technique in this study uses iteration sample techniques, with a total of 115 visitors. Methods of data collection using questionnaires, documentation, and interviews. The results of multiple linear regression analysis showed the equation Y = 11,086 + 0,80 X1 + 0,202 X2 + 0,107 X3 + 0,107 X4 + e. The magnitude of influence simultaneously between competence, service quality, work discipline, interpersonal communication to community satisfaction by 18.6%. The variable that gave the biggest contribution was service facilities which amounted to 4.3%, followed by work discipline variables which amounted to 4.16%, then interpersonal communication amounted to 3.92%, and service quality amounted to 4.16%.

Collaboration network of the authors

33 authors · 39 co-authorship links

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • IPB University
  • Institut Teknologi Sepuluh Nopember
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Linda YulianiAffiliation unknown1
Nita LiyasariAffiliation unknown1
Ahmad SaerojiAffiliation unknown1
Yulia RatnasariAffiliation unknown1
Marimin MariminIPB University1
Marlina MarlinaAffiliation unknown1
Arum NovitasariAffiliation unknown1
Yuni AmbarwatiAffiliation unknown1
Luluk LutvianaAffiliation unknown1
Wahibah Lana In MaAffiliation unknown1
Muwartiningsih MuwartiningsihAffiliation unknown1
Rina Erla AnasariAffiliation unknown1
Yunita FebrianaAffiliation unknown1
Farid Rais GunawanAffiliation unknown1
Shinta AgustinaAffiliation unknown1
Anna Khalida KhasanahAffiliation unknown1
Wiwi AndriyaniAffiliation unknown1
Vesytha PeterriaAffiliation unknown1
Puji Sri MulyasihAffiliation unknown1
Shinta SalgiartiAffiliation unknown1
Sefko Bintang GuntaraAffiliation unknown1
Aditya IrawanAffiliation unknown1
Nur SyahidaAffiliation unknown1
Nindya PurnamaAffiliation unknown1
Lisa HandayaniAffiliation unknown1
Khusnul ChotimahAffiliation unknown1
Fahrur RoziInstitut Teknologi Sepuluh Nopember1
Ayuni Tri HaryantiAffiliation unknown1
Hafidina Nur MuflihatunAffiliation unknown1
Wisudani RahmaningtyasAffiliation unknown1
Harnanik HarnanikAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/baej/oai, first harvested 5 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Pengaruh Kualitas Pelayanan, Disiplin Kerja, Komunikasi Interpersonal dan Fasilitas Pelayanan Terhadap Kepuasan Masyarakat</dc:title>
	<dc:creator>Khariri, Lulu’ Endah</dc:creator>
	<dc:creator>Suryani, Nanik</dc:creator>
	<dc:description xml:lang="en-US">This study aims to determine the effect of service quality, work discipline, personal communication, and service facilities at the Population and Civil Registry Office of Pemalang Regency. The population in this study were all visitors to the Population and Civil Registry Office of Pemalang Regency, totaling 7,326,263 people. The sampling technique in this study uses iteration sample techniques, with a total of 115 visitors. Methods of data collection using questionnaires, documentation, and interviews. The results of multiple linear regression analysis showed the equation Y = 11,086 + 0,80 X1 + 0,202 X2 + 0,107 X3 + 0,107 X4 + e. The magnitude of influence simultaneously between competence, service quality, work discipline, interpersonal communication to community satisfaction by 18.6%. The variable that gave the biggest contribution was service facilities which amounted to 4.3%, followed by work discipline variables which amounted to 4.16%, then interpersonal communication amounted to 3.92%, and service quality amounted to 4.16%. </dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2020-12-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/baej/article/view/46434</dc:identifier>
	<dc:identifier>10.15294/baej.v1i3.46434</dc:identifier>
	<dc:source xml:lang="en-US">Business and Accounting Education Journal; Vol 1 No 3 (2020): Vol 1 No 3 (2020): Business and Accounting Education Journal; 258-264</dc:source>
	<dc:source>2723-4487</dc:source>
	<dc:source>2723-4495</dc:source>
	<dc:source>10.15294/baej.v1i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/baej/article/view/46434/18737</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Business and Accounting Education Journal</dc:rights>
</oai_dc:dc>