PENGARUH KEPUASAN KERJA PEGAWAI TERHADAP KUALITAS PELAYANAN DI KANTOR PERTANAHAN KOTA ADMINISTRASI JAKARTA PUSAT

DHIRA TITA SALWA NST, 22314183 (2026) PENGARUH KEPUASAN KERJA PEGAWAI TERHADAP KUALITAS PELAYANAN DI KANTOR PERTANAHAN KOTA ADMINISTRASI JAKARTA PUSAT. Diploma thesis, Politeknik Agraria STPN.

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Abstract

Land services are a form of public service that plays an important role in providing legal certainty for the community. Service quality is not only determined by systems, procedures, and facilities, but also by the internal condition of employees as service providers. Employee job satisfaction is an important factor because satisfied employees tend to have better motivation, responsibility, and commitment in performing their duties. This study aims to analyze the effect of employee job satisfaction on service quality at the Land Office of Central Jakarta Administrative City. This study used a quantitative method with an associative correlational approach. The sample consisted of 60 respondents who were employees of the Land Office of Central Jakarta Administrative City and were involved in land service processes. The sampling technique used was purposive sampling, while data were collected through questionnaires using a Likert scale. Employee job satisfaction was measured using the Job Descriptive Index (JDI) dimensions, namely the work itself, pay, promotion, supervision, and co-workers. Service quality was measured using the SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using validity tests, reliability tests, classical assumption tests, simple linear regression, t-test, and coefficient of determination with the assistance of SPSS version 29.0. The results showed that employee job satisfaction had a positive and significant effect on service quality. This was proven by the regression equation Y= 15.545 + 0.753X, the t-count value of 10.138 > t-table value of 2.001, and a significance value of < 0.001 < 0.05. The R Square value of 0.639 indicated that employee job satisfaction affected service quality by 63.9%, while the remaining 36.1% was influenced by other factors outside this study. The most dominant dimensions of job satisfaction were co-workers and supervision, while the strongest dimensions of service quality were reliability and empathy. Therefore, improving land service quality should be supported by increasing employee job satisfaction through effective supervision, harmonious work relationships, career development, workload management, and a fair reward system. Keywords: Job Satisfaction, Service Quality, Land Office Employees

Item Type:	Thesis (Diploma)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD29 Pertanahan
Divisions:	Prodi Diploma IV Pertanahan
Depositing User:	yosep ka perpus
Date Deposited:	25 Jun 2026 04:59
Last Modified:	25 Jun 2026 04:59
URI:	http://repository.stpn.ac.id/id/eprint/4788

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