Pengaruh Kualitas Pelayanan dan Lingkungan Kerja Terhadap Kepuasan Masyrakat di Kantor Kecamatan Masalle Kabupaten Enrekang

Abstract

This study aims to analyze the influence of service quality (X1) and the work environment (X2) on public satisfaction (Y) at the Masalle District Office, Enrekang Regency. The study employs a quantitative method with a causal approach, utilizing a population of 15,078 residents and a sample of 100 respondents selected using Slovin's formula. Primary data were collected via Likert-scale questionnaires and analyzed using multiple linear regression with SPSS. The results indicate that service quality has a positive and significant effect on public satisfaction (t-count 6.096 > t-table 1.661; Sig. 0.001), and the work environment also has a positive and significant effect (t-count 3.025 > t-table 1.661; Sig. 0.003); furthermore, both variables exert a significant simultaneous effect (F-count 54.593 > F-table 3.089; Sig. 0.001). The coefficient of determination (R²) of 0.530 indicates that 53% of the variation in public satisfaction is explained by these two variables, while the remaining 47% is influenced by other factors. The study concludes that simultaneously improving service quality and the work environment can enhance public satisfaction. Recommendations are provided for the Masalle District Office to improve service timing certainty, work facilities, and inter-employee relationships.