THE EFFECT OF WORK ENVIRONMENT AND DISCIPLINE ON PUBLIC SATISFACTION THROUGH SERVICES PROVIDED BY THE INVESTMENT AND ONE-STOP INTEGRATED SERVICES AGENCY OF PASURUAN REGENCY
Abstract
This study investigates the influence of work environment, employee discipline, and service quality on public satisfaction at the Investment and Integrated Services Agency (DPMPTSP) of Pasuruan Regency. It also examines the mediating role of service in the relationships between work environment, discipline, and public satisfaction. The population consisted of all 73 agency employees, with census sampling applied. Data were collected via structured questionnaires and analyzed using Partial Least Squares (PLS) with SmartPLS 3.0. Results show that work environment, discipline, and service quality each have a significant positive effect on public satisfaction. Furthermore, service acts as an effective mediator, linking the effects of work environment and discipline to public satisfaction. These findings underscore the importance of creating a supportive work environment, fostering employee discipline, and delivering high-quality services to enhance public perception and satisfaction with government service performance.
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[3] A. J. Ahmad, M. Mappamiring, and N. Mustari, “Pengaruh Lingkungan Kerja Terhadap Kinerja Pegawai Di Dinas Pendidikan Dan Kebudayaan Kabupaten Bulukumba,” KIMAP J. Ilm. Mhs. Adm. PUBLIK, vol. 3, no. 1, pp. 287–297, 2022.
[4] C. Wijaya and O. Manurung, Produktivitas Kerja: Analisis Faktor Budaya Organisasi, Kepemimpinan Spiritual, Sikap Kerja, Dan Motovasi Kerja Untuk Hasil Kerja Optimal. Kencana, Jakarta., 2021.
[5] T. Posumah, A. B. H. Jan, and R. T. Saerang, “KERJA TERHADAP PRODUKTIVITAS KERJA KARYAWAN PT BANK SULUTGO CABANG TOMOHON ANALYSIS OF THE QUALITY OF HUMAN RESOURCES AND WORK ENVIRONMENT ON EMPLOYEE PRODUCTIVITY PT BANK SULUTGO CABANG TOMOHON Oleh : Jurnal EMBA Vol . 12 No . 1 Januari 2024 , Hal . 406-,” J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 12, no. 1, pp. 406–417, 2024.
[6] N. R. D. Inbar, “Pengaruh Lingkungan Kerja Terhadap Disiplin Kerja dan Semangat Kerja Karyawan (Studi pada Karyawan PDAM Kota Malang),” Universitas Brawijaya, 2018.
[7] N. Yuliani, J. A. Emarawati, S. Kurniawati, and M. L. Widyanto, MANAJEMEN BISNIS: TEORI DAN PRAKTIK UNTUK MAHASISWA. Penerbit P4I., 2024.
[8] M. S. P. Hasibuan, MANAJEMEN SUMBER DAYA MANUSIA. Jakarta : Bumi Aksara, 2019.
[9] A. S. Mustafa, “Relationship Between Employee Performance And Customer Service Quality In Kenya Bureau Of Standards,” Res. J. Hum. Resour., vol. 6, no. 5, pp. 1–17, 2018.
[10] Hardiyansyah, Kualitas pelayanan publik: konsep, dimensi, indikator, dan implementasinya. Gava Media, 2011.
[11] R. Mulyawan, Birokrasi dan pelayanan publik. Bandung: UnpadPres., 2016.
[12] K. Singarimbun, “E-Church as a Virtual Service Communities During COVID-19 Pandemics,” J. Komun. Ikat. Sarj. Komun. Indones., vol. 6, pp. 96–106, 2021, doi: 10.25008/jkiski.v6i1.509.
[13] S. Sardiyo, A. Basri, and S. Supriyanto, “Pengaruh Pelayanan Publik, Disiplin Dan Lingkungan Kerja Terhadap Kepuasan Masyarakat Kota Lubuklinggau,” in Prosiding Seminar Nasional Sosial, Humaniora, dan Teknologi, 2022.
[14] L. N. Wakhidah and H. Pramusinto, “Pengaruh Kompetensi, Disiplin Pegawai, dan Lingkungan Kerja Fisik terhadap Kualitas Pelayanan Pegawai,” Bus. Account. Educ. J., 2020, [Online]. Available: https://api.semanticscholar.org/CorpusID:246200708
[15] N. Zakiyah and W. Wahyono, “Peran Kualitas Pelayanan Dalam Memediasi Pengaruh Komunikasi Interpersonal, Disiplin Kerja, Dan Fasilitas Terhadap Kepuasan Masyarakat.,” Econ. Educ. Anal. J., vol. 9, no. 3, pp. 690–703, 2020.
[16] L. A. Manafe, M. Wahib, M. Zebua, R. Andriana, and Y. Erawati, “IS EMPLOYEE PERFORMANCE INFLUENCED BY DISCIPLINE, MOTIVATION, AND COMPETENCE? A STUDY ON SALON AND BEAUTY EQUIPMENT BUSINESS,” Int. J. Econ. Bus. Account. Res., vol. 8, no. 1, 2024, doi: 10.29040/ijebar.v8i1.12756.
[17] H. Widayatsari, “Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan dan Loyalitas Pasien Rawat Jalan di Poliklinik Bedah Saraf RSUD dr. Doris Sylvanus Palangkaraya Lestari Purba 1) , Edyanus Herman Halim 2) dan Any Widayatsari 3),” J. Ekon. KIAT, vol. 32, no. 2, pp. 1–16, 2021.
[18] Mirawati, A. W. Khurniawan, and A. Wihadanto, “Analisis Pengaruh Lingkungan Kerja , Kedisiplinan Pegawai , dan Kualitas Pelayanan terhadap Kepuasan Masyarakat pada Kantor Kecamatan Pengkadan Kabupaten Kapuas Hulu,” Ranah Res. J. Multidiscip. Res. Dev., vol. 6, no. 4, pp. 1320–1334, 2024.
Published
2025-12-28
How to Cite
KHALIDA, Tiara et al.
THE EFFECT OF WORK ENVIRONMENT AND DISCIPLINE ON PUBLIC SATISFACTION THROUGH SERVICES PROVIDED BY THE INVESTMENT AND ONE-STOP INTEGRATED SERVICES AGENCY OF PASURUAN REGENCY.
Jurnal Ekonomi dan Bisnis (EK&BI), [S.l.], v. 8, n. 2, p. 485-493, dec. 2025.
ISSN 2621-4695.
Available at: <https://jurnal.murnisadar.ac.id/index.php?journal=EKBI&page=article&op=view&path%5B%5D=2501>. Date accessed: 16 may 2026.
doi: https://doi.org/10.37600/ek&bi.v8i2.2501.
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