PENGARUH KOMPETENSI PEGAWAI, FASILITAS KANTOR, DAN DISIPLIN KERJA TERHADAP KUALITAS PELAYANAN DI DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN SEMARANG

The purpose of this study is to determine whether there is an effect of employee competence, office facilities, and labor discipline upon the service quality at the Department of Population and Civil Registration. The sample of this study was a total of 116 visitors of the Department of Population and Civil Registration. Methods of data collection were documentation and questionnaires. The data were also analyzed using a multiple regression analysis in SPSS for Windows Relase 19, classic assumption testing, and descriptive percentage analysis. The results of the study obtained by the regression equation was Y = 0.360 + 0.764X1 + 0.339X2 + 0.746X3 + e. The obtained F testing was Farithmetic = 106.397 with the significance of 0.000, so the Ha was accepted. The obtained employee competence partially (t test) was tarithmetic = 6.746 with the significance of 0.000, so the Ha was accepted. The obtained office facilities was tarithmetic = 2.267 with the significance of 0.025, so the Ha was accepted. The obtained labor discipline was tarithmetic = 6.817 with the significance of 0.000, so the Ha was accepted. Terminated coefficient (R2) amounted to 73.3% which meant that the employee competence, office facilities, and labor discipline towards the service quality amounted to 73.3%. Based on the results of this study, it can be concluded that there was a positive and significant effect among the employee competence, office facilities, and labor discipline towards the service quality. The writer suggested the employees 1) lack of employees skills in operating working tools, 2) employees can maximize the use of office facilities are well and 3) employees should go to work and come home from work as scheduled.