Muliawati, Triyana (2026) Pengaruh Kinerja Pegawai dan Disiplin Kerja Terhadap Kepuasan Masyarakat dengan Mediasi Kualitas Pelayanan di Layanan Pengadaan Secara Elektronik Kabupaten Tuban. Masters thesis, Universitas Hayam Wuruk Perbanas.
![[img]](http://eprints.perbanas.ac.id/style/images/fileicons/text.png) |
Text
Artikel Ilmiah.pdf Restricted to Registered users only Download (421kB) |
|
|
Text
COVER.pdf Restricted to Registered users only Download (757kB) |
|
|
Text
BAB I.pdf Download (450kB) | Preview |
|
|
Text
BAB II.pdf Download (817kB) | Preview |
|
|
Text
BAB III.pdf Restricted to Registered users only Download (455kB) |
|
|
Text
BAB IV.pdf Restricted to Registered users only Download (630kB) |
|
|
Text
BAB V.pdf Download (312kB) | Preview |
|
|
Text
LAMPIRAN.pdf Restricted to Registered users only Download (3MB) |
Abstract
The increasing use of digital platforms in public administration requires government agencies to provide services that are efficient, reliable, and responsive to users’ needs. This study aims to analyze the influence of employee performance and work discipline on public satisfaction, with service quality positioned as a mediating variable at the Electronic Procurement Service (LPSE) of Tuban Regency. A quantitative approach with an explanatory causal design was employed. The study involved 100 users of LPSE Tuban Regency services selected through simple random sampling. Data were analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). The findings reveal that employee performance has a positive and significant effect on public satisfaction, whereas work discipline does not show a significant direct effect on public satisfaction. Service quality is also found to have a positive and significant influence on public satisfaction. Furthermore, both employee performance and work discipline significantly contribute to improving service quality. The mediation analysis confirms that service quality significantly mediates the relationship between employee performance and public satisfaction as well as the relationship between work discipline and public satisfaction. These findings indicate that improvements in employee performance and work discipline are more effective in increasing public satisfaction when they are translated into higher-quality services. Therefore, public service institutions should strengthen employee capabilities and discipline while ensuring that these improvements are reflected in responsive, dependable, and user-oriented service delivery. This study contributes to the public service management literature by providing empirical evidence on the mediating role of service quality in the context of electronic government services. Keywords: Employee Performance; Work Discipline; Service Quality; Public Satisfaction; Electronic Procurement
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Magister of Management |
| Depositing User: | TRIYANA MULIAWATI |
| Date Deposited: | 11 Sep 2026 03:21 |
| Last Modified: | 11 Sep 2026 03:21 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14379 |
Actions (login required)
 |
View Item |