ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN MASYARAKAT TERHADAP KEPUASAN KERJA PADA KANTOR DESA TEBING LINGGAHARA

RUT MAINI HASIBUAN, NPM 200110014 (2025) ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN MASYARAKAT TERHADAP KEPUASAN KERJA PADA KANTOR DESA TEBING LINGGAHARA. Tugas_Akhir(Artikel) JURNAL BISNIS MAHASISWA, 6 (1). pp. 218-233. ISSN 2807-2219 (e-ISSN)

	Text COVER.pdf Download (281kB)
	Text ARTIKEL.pdf Restricted to Registered users only Download (397kB)

Abstract

Tujuan – Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan kepercayaan masyarakat terhadap kepuasan kerja perangkat desa pada Kantor Desa Tebing Linggahara, baik secara parsial maupun simultan. Desain/metodologi/pendekatan – Penelitian ini menggunakan metode kuantitatif dengan pendekatan survei. Populasi penelitian adalah seluruh pegawai Kantor Desa Tebing Linggahara yang berjumlah 35 orang, dengan teknik pengambilan sampel sensus (sampel jenuh). Data dikumpulkan melalui kuesioner dengan skala Likert dan dianalisis menggunakan analisis regresi linier berganda, uji t (parsial), uji F (simultan), serta koefisien determinasi (R²) dengan bantuan SPSS Versi 29.00. Temuan – Hasil penelitian menunjukkan bahwa: (1) kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan kerja dengan nilai t-hitung 3,693 > t-tabel 2,037 dan signifikansi < 0,001; (2) kepercayaan berpengaruh positif dan signifikan terhadap kepuasan kerja dengan nilai t-hitung 3,387 > t-tabel 2,037 dan signifikansi 0,002; (3) secara simultan, kualitas pelayanan dan kepercayaan berpengaruh signifikan terhadap kepuasan kerja dengan nilai F-hitung 37,722 > F-tabel 3,29 dan signifikansi < 0,001. Nilai koefisien determinasi (R²) sebesar 0,702 menunjukkan bahwa kualitas pelayanan dan kepercayaan mampu menjelaskan 70,2% variasi kepuasan kerja. Keterbatasan penelitian – Penelitian ini hanya mengkaji dua variabel independen sehingga belum memasukkan faktor lain seperti sistem penggajian, kepemimpinan, beban kerja, serta sarana prasarana. Data diperoleh melalui kuesioner berbasis persepsi responden yang bersifat subjektif. Jumlah responden terbatas pada satu kantor desa sehingga hasil belum dapat digeneralisasikan. Penelitian bersifat cross-sectional sehingga belum menangkap dinamika perubahan dalam jangka panjang. Implikasi – Peningkatan kualitas pelayanan internal dapat menciptakan lingkungan kerja yang lebih tertib, nyaman, dan profesional sehingga berdampak positif terhadap kepuasan kerja perangkat desa. Kepercayaan antara perangkat desa dan pimpinan menjadi faktor penting dalam memperkuat kerja sama, tanggung jawab, dan loyalitas. Temuan ini dapat menjadi dasar bagi pemerintah desa dalam menyusun kebijakan pengelolaan sumber daya manusia yang menekankan peningkatan kualitas pelayanan serta penguatan kepercayaan dalam lingkungan kerja. Kebaruan – Penelitian ini memberikan kontribusi empiris mengenai faktor-faktor yang memengaruhi kepuasan kerja perangkat desa dalam konteks pemerintahan desa di Indonesia, khususnya dengan mengkombinasikan variabel kualitas pelayanan dan kepercayaan yang selama ini lebih banyak dikaji dalam konteks sektor swasta. Kata Kunci: Kualitas Pelayanan, Kepercayaan Masyarakat, Kepuasan Kerja ============================================================================================= Purpose – This study aims to analyze the influence of service quality and community trust on job satisfaction of village officials at the Tebing Linggahara Village Office, both partially and simultaneously. Design/methodology/approach – This study employs a quantitative method with a survey approach. The research population consists of all 35 employees of the Tebing Linggahara Village Office, using a census sampling technique (saturated sample). Data were collected through questionnaires with a Likert scale and analyzed using multiple linear regression analysis, t-test (partial), F-test (simultaneous), and coefficient of determination (R²) with the assistance of SPSS Version 29.00. Findings – The results indicate that: (1) service quality has a positive and significant effect on job satisfaction with a t-value of 3.693 > t-table 2.037 and significance < 0.001; (2) trust has a positive and significant effect on job satisfaction with a t-value of 3.387 > t-table 2.037 and significance of 0.002; (3) simultaneously, service quality and trust have a significant effect on job satisfaction with an F-value of 37.722 > F-table 3.29 and significance < 0.001. The coefficient of determination (R²) of 0.702 indicates that service quality and trust can explain 70.2% of the variation in job satisfaction. Research limitations – This study only examines two independent variables and has not included other factors such as salary systems, leadership, workload, and work facilities. Data were obtained through perception-based questionnaires which are subjective in nature. The number of respondents is limited to one village office, so the results cannot be generalized. The study is cross-sectional and thus does not capture long-term dynamics of change. Implications – Improving internal service quality can create a more orderly, comfortable, and professional work environment, thereby positively impacting the job satisfaction of village officials. Trust between village officials and leadership is an important factor in strengthening cooperation, responsibility, and loyalty. These findings can serve as a basis for village governments in formulating human resource management policies that emphasize improving service quality and strengthening trust in the work environment. Originality – This study provides an empirical contribution regarding factors affecting job satisfaction of village officials in the context of village governance in Indonesia, particularly by combining service quality and trust variables which have been more extensively studied in the private sector context. Keywords: Service Quality, Public Trust, Job Satisfaction

Item Type:	Article
Uncontrolled Keywords:	Kualitas Pelayanan, Kepercayaan Masyarakat, Kepuasan Kerja===============Service Quality, Public Trust, Job Satisfaction
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Unnamed user with email repository@ulb.ac.id
Date Deposited:	22 Sep 2026 02:53
Last Modified:	22 Sep 2026 02:53
URI:	http://repository.ulb.ac.id/id/eprint/2846

Actions (login required)

View Item