The Influence of Employee Behavior and Discipline on Service User Satisfaction at the Jombang Regency Regional Education Office Branch Office

ABSTRACT

The Influence of Employee Behavior and Discipline on Service User Satisfaction
at the Jombang Regency Regional Education Office Branch Office

Aniek Kurniati
NIM. 212361201065
Faculty of Economics, Darul Ulum University, Jombang

Supervisors
1. Dra. Hj. Aslichah, M.Si.
2. H. Machin, S.E., M.Si.

The purpose of this study is to determine the effect of employee behavior and discipline on service user satisfaction at the Jombang Regency Regional Education Office Branch Office. The approach used to address the problem in this study is quantitative. The data collection technique uses a questionnaire with a sample of 100 respondents from a population of 130 SMA/SMK/PKLK service user institutions that have passed the validity and reliability test. The data analysis technique uses multiple linear regression with the help of SPSS 31. This study shows the results obtained from the t-test and f-test that partially, employee behavior has a positive and significant effect on service user satisfaction 4.852> 1.660 (t-count> t-table) and sig = <0.001 (sig <0.05). Likewise, employee discipline also makes a positive and significant contribution to service user satisfaction, 6.184> 1.660 (t-count> t-table) and sig <0.001 (sig <0.05). Simultaneously, both variables also have a positive and significant effect on service user satisfaction, the calculated f-value > f-table (198.350 > 3.089) and known sig < 0.001, the value <
0.05 as the basis for decision making in the f test. From the results of this test, improving service behavior and implementing consistent employee discipline are the keys to increasing service user satisfaction.