The Influence of Discipline and Job Skills on Service Quality at the Regional Revenue Agency of the Way Kanan District
Keywords:
Discipline, Job Skiils, Service QualityAbstract
The purpose of this study was to determine whether employee work discipline affects service quality at the Way Kanan Regency Regional Revenue Agency, whether employee work skills affect service quality at the Way Kanan Regency Regional Revenue Agency, and whether discipline and work skills affect service quality at the Way Kanan Regency Regional Revenue Agency. The research method used in this research is the survey method. By using the census method, it is intended that all populations are also sampled because the population is limited, which allows researchers to examine all populations using a questionnaire as a data collection tool. The results showed that there was a significant influence between discipline (a t value of 3.299 with a significance level of 0.002) and work ability (a t value of 2.031 with a significance level of 0.048) on service quality at the Way Kanan Regency Regional Revenue Agency.
References
Alfionita, M., & Gunawan, I. (2020). Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Di Kantor Kecamatan Jayanti. Progress: Jurnal Pendidikan, Akuntansi Dan Keuangan, 3(1), 1–13. https://doi.org/10.47080/progress.v3i1.761
Anwar, I. M. (2006). Administrasi Pendidikan dan Menejemen Biaya Pendidikan.
Arif, M., Syaifani, P. E., Siswadi, Y., & Jufrizen, J. (2019). Effect of compensation and discipline on employee performance. Proceeding UII-ICABE, 263–276.
Barusman, A. R. P. (2024). The Influence of Service Quality and Customer Relationship Management (CRM) as Moderators on Customer Satisfaction for Private University Students. In Qeios ID: SBEXNG (pp. 1–16). https://doi.org/10.32388/SBEXNG
Chatfield, A. T., & Reddick, C. G. (2018). The role of policy entrepreneurs in open government data policy innovation diffusion: An analysis of Australian Federal and State Governments. Government Information Quarterly, 35(1), 123–134. https://doi.org/10.1016/j.giq.2017.10.004
DePaula, N., Dincelli, E., & Harrison, T. M. (2018). Toward a typology of government social media communication: Democratic goals, symbolic acts and self-presentation. Government Information Quarterly, 35(1), 98–108. https://doi.org/10.1016/j.giq.2017.10.003
Farida, I., Purnomo, A., & Nuzir, F. A. (2018). Development model of public open space in Bandar Lampung City’s regional government. Journal Opcion, 34, 879–895.
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Hajiali, I., Fara Kessi, A. M., Budiandriani, B., Prihatin, E., Sufri, M. M., & Sudirman, A. (2022). Determination of Work Motivation, Leadership Style, Employee Competence on Job Satisfaction and Employee Performance. Golden Ratio of Human Resource Management, 2(1), 57–69. https://doi.org/10.52970/grhrm.v2i1.160
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. Md. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Khan, N. A., & Khan, A. N. (2019). What followers are saying about transformational leaders fostering employee innovation via organisational learning, knowledge sharing and social media use in public organisations? Government Information Quarterly, 36(4), 101391. https://doi.org/10.1016/j.giq.2019.07.003
Malik, M., & Verawati, N. (2016). Development of a Public Service Model Through E - Goverment in Lampung Province. 6–11.
Meulenbroek, A. R., Clippard, M., & Pfnür, A. (2018). The effectiveness of physical office environments for employee outcomes. Journal of Corporate Real Estate, 20(1), 56–80. https://doi.org/10.1108/JCRE-04-2017-0012
Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price. International Journal of Bank Marketing, 36(1), 68–88. https://doi.org/10.1108/IJBM-08-2016-0118
Noverina, N., Susbiyani, A., & Sanosra, A. (2020). Pengaruh Beban Kerja Dan Budaya Kerja Terhadap Disiplin Kerja Dan Kinerja Pegawai. Jurnal Sains Manajemen Dan Bisnis Indonesia, 10(2), 177–186.
Oktaviannur, M., & Pratama, A. (2016). Influence of Work Motivation and Work Discipline on the Performance of Employees in Regional General Hospital in the District Demang Sepulau Raya Central Lampung. 51–57.
Parashakti, R. D., Fahlevi, M., Ekhsan, M., & Hadinata, A. (2020). The Influence of Work Environment and Competence on Motivation and Its Impact on Employee Performance in Health Sector. Proceedings of the 3rd Asia Pacific International Conference of Management and Business Science (AICMBS 2019). https://doi.org/10.2991/aebmr.k.200410.040
Park, & Jeong. (2019). Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis. Sustainability, 11(13), 3665. https://doi.org/10.3390/su11133665
Pawirosumarto, S., Sarjana, P. K., & Gunawan, R. (2017). The effect of work environment, leadership style, and organizational culture towards job satisfaction and its implication towards employee performance in Parador Hotels and Resorts, Indonesia. International Journal of Law and Management, 59(6), 1337–1358. https://doi.org/10.1108/IJLMA-10-2016-0085
Pio, R. J. (2022). The mediation effect of quality of worklife and job satisfaction in the relationship between spiritual leadership to employee performance. International Journal of Law and Management, 64(1), 1–17. https://doi.org/10.1108/IJLMA-07-2018-0138
Pratama, M. A., Wiliani, A., & Sari, A. D. (2020). The Solution To The Ambivalence Of The Presence Of Foreigners To The Indonesian Public Welfare: Inevitability Of Immigration Toward WBK/WBBM. Jurnal Ilmiah Kajian Keimigrasian, 3(2), 36–50. https://doi.org/10.52617/jikk.v3i2.117
Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40–48. https://doi.org/10.1016/j.jretconser.2018.10.006
Putra, A. D., & Damayanti, N. (2023). The Effect of Work from Home, Work Discipline on Employee Performance and Workload as a Mediating Variable at Consulates Republic of Indonesia in Tawau Malaysia. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 6(1), 239–253.
Riwukore, J. R., Susanto, Y., Mardiyah, M., & Habaora, F. (2022). Effect of Employee Placements, Discipline, and Work Climate toward Employee Performance on Agency of Financial Management and Asset Regional of Lubuklinggau City Indonesia. Enrichment: Journal of Management, 12(2), 1498–1508.
Sabuhari, R., Sudiro, A., Irawanto, D. W., & Rahayu, M. (2020). The effects of human resource flexibility, employee competency, organizational culture adaptation and job satisfaction on employee performance. Management Science Letters, 1777–1786. https://doi.org/10.5267/j.msl.2020.1.001
Saleh, S. (2021). The Effectiveness of Employee Discipline Culture at the Office of the Environment and Forestry Office. Jurnal Office: Jurnal Pemikiran Ilmiah Dan Pendidikan Administrasi Perkantoran, 7(2), 201–214.
Syarkani, S. (2017). Pengaruh Disiplin Kerja Terhadap Kinerja Karyawan Pada Pt. Panca Konstruksi Di Kabupaten Banjar. Jurnal Ilmiah Ekonomi Bisnis, 3(3).
Twizeyimana, J. D., & Andersson, A. (2019). The public value of E-Government – A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/j.giq.2019.01.001
Vanesa, Y. Y., Matondang, R., Sadalia, I., & Daulay, M. T. (2019). The influence of organizational culture, work environment and work motivation on employee discipline in PT Jasa Marga (Persero) TBK, Medan Branch, North Sumatra, Indonesia. American International Journal of Business Management (AIJBM), 2(5), 37–45.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Journal Science Administration, Innovations, and Public Service Development
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
