THE EFFECT OF COMPETENCE AND DISCIPLINE OF WORK ON PUBLIC SATISFACTION IN THE REGIONAL OFFICE OF THE MINISTRY OF RELIGION IN WEST SUMATERA PROVINCE WITH QUALITY OF SERVICE AS AN INTERVENING VARIABLE

  • Ermayenti Ermayenti
  • Heryanto Heryanto
Keywords: Competence, Discipline, Satisfaction, Service

Abstract

The study aims to explain the presence or absence of the influence of competence and discipline in the Staffing Section of the Regional Office of the Ministry of Religion of West Sumatra Province and measure the influence of competence and discipline on the Regional Office of the Ministry of Religion of West Sumatra Province. This research was conducted from August to October 2018 in the Regional Office of the Ministry of Religion, West Sumatra Province. The sample used in this study was 70 respondents using sampling sampling method. The independent variables in this study are competence (X1) and discipline (X2). The dependent variable is satisfaction (Y). And the intervening variable of service (I). Technical data collection is a questionnaire. The data analysis technique uses descriptive analysis. To determine the effect of independent variables on the dependent variable partially, t test is used, while to determine the independent effect of the dependent variable simultaneously, F. test is used. The assumption used in the validity test is if Rcount > Rtable items are declared valid. Rcount shown in the table above, from each item shows that Rcount > Rtable item is declared valid. Based on the validity of the competency instrument (X1), work discipline (X2), Satisfaction (Y) and service (I) all items are declared valid and the reliability test results indicate that the instrument has high reliability and meets the criteria of valid and reliable instrument requirements. Based on the results of the study that the independent variable of competence (X1) and discipline (X2) has a significant effect on satisfaction (Y) through service (I) as an intervening variable.

References

Mouw, Erland. 2013. Quality of Public Services in the Region. UNIERA Vol 2 Journal Number 2; ISSN 2086-0404.

Wibowo, 2007. Performance Management. Jakarta: PT. Raja Grafindo Parsada. Winardi, J, 2008.

Edy, Sutrisno. 2011. Human Resource Management. Publisher: Jakarta, Kencana.

Darsono Dan Tjatjuk, Siswandoko, 2011, 21st Century Human Resource Management, Nusantara Consulting, Jakarta

Achmad, S. Ruky. 2006. "Performance Management System", PT. Gramedia Library. Jakarta. Aditama.

Simamora, Henry. (1997). Human Resource Management, Edition 2. Yogyakarta: STIE YKPN.

Veithzal Rivai, 2004, "Human Resource Management For Companies, First Printing, Jakarta, PT. Raja GrafindoPersada.

Hasibuan, Malayu S.P, 2004, "Management" Revised Edition, Publisher PT. Bumi Aksara, Jakarta.

Kotler, Philip. & Gary Armstrong. 2014. Principle Of Marketing, 15th edition. New Jersey: Pearson Prentice Hall.

Cashmere. (2005). Other Banks and Financial Institutions. Jakarta: PT RajaGrafindo Persada

Adharianti, Marina. (2014). Effect of Job Satisfaction on the Performance of Civil Servants in the Regional Development Planning Board of Pontianak Regency. Journal of Governmental Science Vol. 3 No. 4, December 2014

Indrawati. (2013). Effect of Competency and Quality of Puskermas Officer Services on Patient Satisfaction at Ciledug-Tangerang Health Center.

P. Agus, Wahyuningsih, 2013, "The Effect of Discipline and Responsiveness on customer satisfaction with service quality using SEM", Dissertation: Postgraduate Program in Padjadjaran University Bandung

W.A.Vellayati.2018, "Effect of Quality of Public Service and Discipline of Employee Work on Community Satisfaction in Rowosari Village Hall Office, Ulujami District, Pemalang District. Journal of Office Administration at Yogyakarta State University.

P.Sari.2016, "The Effect of Discipline and Job Satisfaction on Employee Performance of PT Citra Niaga Batam".

O.Trianto.2015. "Effects of Work Discipline and Work Motivation on Service Quality at the National Center for Youth and Sports Empowerment (PP-PON) Ministry of Youth and Sports.

S.Raharja.2017, "The Influence of Employee Competence on the Quality of Public Services at the Playanan Branch of the West Java Regional Revenue Office, Subang Regency.

Nurmasitha.Hakim.Yudo.2016, "Effect of Competence and Lack of Work on Service Quality" at the Department of Population and Civil Registration of Sidoarjo Regency.

A.L.Nyangun.2017, "Effect of Work Discipline on Improving the Quality of Public Services" at the West Kutai District Manpower Office

B.Johan (2017, "Effect of Work Discipline on the quality of public services" in Lung Melah Village, Telen District, East Kutai Regency.

A.Ardiansyah (2016), "The influence of work discipline on service" in the tennis implementation unit of the UPTD Office in Bayongbong Market, Garut Regency.

R.A.Lubis (2015), "The influence of work discipline on the quality of public services" at the Medan Tembung District Head Office in Medan City.

J.Efendi (2016), "Effect of service quality on satisfaction at JNE Bandung Branch".

T.U.Wardani (2017), "Effect of service quality on customer satisfaction in the gojek transportation service business".

E.N.Sari and Istiatin (2015), "The effect of service quality on customer satisfaction at PT. Sukoharjo Ramayana Motor ".

Amelia (2015), "The Effect of Service Quality and Employee Performance on Patient Satisfaction"

Pawenang (2016), "Effect of Competence and service quality on taxpayer satisfaction",

Vellayati (2018), "Effect of Service Quality and Employee Discipline on community satisfaction", in the office of Rowo Ari Village Hall, Ulu Jami District, Pemalang District

Hermawati (2017), "The Effect of Employee Competence, Service Quality and Work Discipline on Customer Satisfaction". at the Office of Revenue UPT Makasar 01 Selatan Region, South Sulawesi Province

Gordon. 1988. Competency Learning. Jakarta: Rineka Cipta.

Guntur, I. 1996. Workers' Social Security, Jakarta, Airlangga.

Parasuraman, A., Berry, Leonard L, and Zeithaml, Valarie A. 1991. "Refinement and Reassessment of the SERVQUAL Scale". Journal of Retailing, Vol ;. 67 No. 4 (Winter), pp. 420-450

Anthanassopoulos, Antreas, Spiros Gaounaris and Vlassis Stathakopoulos (2001). Behavioral Responses to Customer Satisfaction: An Empirical Study. European Journal of Marketing, Vol 35, No 5/6 687-707.

Published
2019-07-14
How to Cite
Ermayenti, E., & Heryanto, H. (2019). THE EFFECT OF COMPETENCE AND DISCIPLINE OF WORK ON PUBLIC SATISFACTION IN THE REGIONAL OFFICE OF THE MINISTRY OF RELIGION IN WEST SUMATERA PROVINCE WITH QUALITY OF SERVICE AS AN INTERVENING VARIABLE. Archives of Business Research, 7(7), 69-87. https://doi.org/10.14738/abr.77.6638

Most read articles by the same author(s)

1 2 > >>