PENGARUH DISIPLIN TERHADAP KEPUASAN MASYARAKAT DENGAN KUALITAS PELAYANAN SEBAGAI VARIABEL INTERVENING PADA BADAN PENANGGULANGAN BENCANA DAERAH KABUPATEN KERINCI

DIANDA SAPUTR .S.A.P

Abstract

ABSTRACT

Dianda Saputra. 2020. The Effect of Discipline on Community Satisfaction with Service Quality as an Intervening variable in the Regional Disaster Management Agency of Kerinci Regency. Under the guidance of Badrizal, S. Sos., M.Sc as supervisor 1 and Megawati, S.Pd., M.Pd as supervisor II. This study aims to test: (1) Discipline on Service Quality (2) discipline on Service Satisfaction (3) Service Qualityon Community Satisfaction (4) discipline together towards Community Satisfaction through Service Quality as a variableintervening. This research is quantitative by using primary data,the population in this study were all Kerinci Regency BPBD employees. The sampling technique in this study uses saturated sampling, which amounts to 25 respondents. The data collection method was conducted through a questionnaire distributed to Kerinci Regency BPBD Employees. The data obtained were then processed using SPSS tool version 23. This analysis includes the reliability test, validity test, statistical tests through the Ttes test, determinant coefficient (R²) and Path Analysis. The results of the Path analysis show that the disciplinary variables together have a positive and significant effect on community satisfaction with service quality as a mediator, on the basis of seeing t count greater than t table with a significance level of 0.05 of 1.71387. From the determination test results obtained Adjusted R Square value of 0.675 this means that the variable discipline and Service Quality canaffect Community Satisfaction of 67,5%, while the remaining 32,5.0% is influenced by other variables outside this model.

Keywords: Discipline, Community Satisfaction and Service Quality