Dwi Lestari , 7101413369 (2017) PENGARUH KINERJA PEGAWAI, KOMUNIKASI, DAN LINGKUNGAN KERJA FISIK TERHADAP KUALITAS PELAYANAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MAGELANG. Under Graduates thesis, Universitas Negeri Semarang.

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Abstract

Kualitas pelayanan menunjukkan sejauh mana pelayanan yang diberikan oleh penyelenggara pelayanan. Pemberian pelayanan yang baik, ikut menyumbang dalam pemenuhan kebutuhan masyarakat. Kualitas pelayanan dapat dipengaruhi oleh beberapa faktor, seperti kinerja pegawai, komunikasi, dan lingkungan kerja fisik yang terdapat dalam Dinas Kependudukan dan Pencatatan Sipil Kabupaten Magelang. Populasi dalam penelitian ini adalah seluruh masyarakat yang melakukan pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Magelang yang jumlahnya belum diketahui sehingga digunakan rumus iterasi dan diperoleh hasil 116 sebaagai sampel. Metode pengumpulan data yang digunakan adalah metode angket dan wawancara. Teknik analisis data menggunkan analisis deskriptif persentase, asumsi klasik, dan analisis regresi berganda dengan bantuan program SPSS Statistic 21. Hasil penelitian memperoleh persamaan: Y = -6.403+ 0.382X1+0.551X2+0.757X3. Secara parsial (Uji t) variabel kinerja pegawai diperoleh siginifikansi 0,004, sehingga H1 diterima. Variabel komunikasi diperoleh signifikansi 0,005, sehingga H2 diterima. Variabel lingkungan kerja fisik diperoleh signifikansi 0,000, sehingga H3 diterima. Uji F menunjukkan signifikansi 0,000, sehingga H4 diterima. Koefisien determinasi simultan (R2) antara kinerja pegawai, komunikasi, dan lingkungan kerja fisik terhadap kualitas pelayanan sebesar 0.589 atau 58,9%. Hasil penelitian diperoleh kesimpulan bahwa ada pengaruh kinerja pegawai, komunikasi, dan lingkungan kerja fisik terhadap kualitas pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Magelang. Saran dari peneliti ini yaitu agar diberikan pelatihan kepada masing-masing pegawai terhadap pekerjaannya, pegawai lebih memberikan kenyamanan dengan pemberian sapaan salam yang sopan, dan tersedia tempat pelayanan yang lebih nyaman dengan ventilasi yang cukup dan bebas dari gangguan suara. Service quality showed how far the service that given by service organized. Giving a good service is contributing fulfiling people needs. Service quality can be influence by several factors such as, employee performance, communication, and physical work environment are unforable to the Department of Population and Civil Registration in Magelang Regency. The population in this study were all of people who ask for service at Department of Population and Civil Registration in Magelang Regency that the totals unkown, so the samples were taken by Iteration formula and got 116 people for sample. The data were collected by questionnaire and interview. The data was analyzed by descriptive percentage analysis, classical assumption, and multiple linier regression analysis with using SPSS Statistics 21 program. The result showed that the multiple linier regression analysis obatained by the equation: Y = -6.403+0.482X1+0.551X2+0.757X3. Partially ( t Test), employee performance variable showed that the significance was 0,004, so H1 was accepted. Communication variable showed that the significance was 0,005, so H2 was accepted. Physical work environment variable showed that the significance was 0,000, so H3 was accepted. The F test showed that the significance was 0,000, so H4 was accepted. Simultaneously, the coefficient between the employee performance, communication, and physical work environment to service quality was 0.589 or 58,9%. It can be concluded that there was influence of employee performance, communication, and physical work environment to service quality at Department of Population and civil Registration in Magelang Regency. It is suggested for given special training for the employee to their works, the employee more give comfortablelity with given good greeting, and available more comfortable service place with enough ventilation and free from the noise.

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