Pengaruh Kualitas Layanan Dan Kinerja Organisasi Terhadap Kepuasan Pendidik Dan Tenaga Kependidikan Di Dinas Pendidikan Kabupaten Bojonegoro

The Influence Of Service Quality And Organizational Performance On The Satisfaction Of Educators And Education Personnel At The Bojonegoro Regency Education Office

Penelitian ini bertujuan mengidentifikasi dan menganalisis pengaruh kualitas layanan dan kinerja organisasi secara parsial maupun simultan terhadap kepuasan pendidik dan tenaga kependidikan di Dinas Pendidikan Kabupaten Bojonegoro. Jenis penelitian pendekatan kuantitatif deskriptif melalui metode survei kuesioner skala Likert 5poin. Populasi adalah 7.541 ASN dan sampel 380 responden dengan metode “probability sampling-simple random sampling”. Uji validitas internal hasilnya memenuhi syarat dan layak diujicobakan, uji validitas eksternal hasilnya nilai r-hitung>dari r-tabel serta α<0,05 menunjukkan semua pernyataan valid. Uji reliabilitas instrumen reliabel nilai Cronbach's Alpha>0,60. Analisis data menggunakan SPSS-IBM versi 31.0 meliputi 1)Analisis deskriptif menggambarkan karakteristik responden dan variabel penelitian; 2)Uji asumsi klasik meliputi uji normalitas (nilai signifikansi 0,079> α=0,05 menunjukkan data terdistribusi normal dan layak dianalisis), uji multikolinearitas (variabel X1 dan X2 memiliki nilai Tolerance=0,425 dan VIF=2,352 menunjukkan tidak terdapat masalah multikolinearitas signifikan antar variabel independen), uji heteroskedastisitas (grafik Scatterplot menunjukkan titik data tersebar acak/varians residual homogen/homoskedastis); 3)Analisis regresi meliputi regresi linear sederhana hasilnya Ha-1 diterima 65,5% serta Ha-2 diterima 84,5% sedangkan regresi linear berganda hasilnya Ha-3 diterima 87,5%; 4)Uji hipotesis meliputi uji parsial (X1 nilai t-hitung 9,439>nilai t-tabel yaitu 1,649 dan X2 nilai t-hitung 25,801>nilai t-tabel yaitu 1,649) serta uji simultan (nilai F 1321,937 df=2 dan df-residual=377 menghasilkan α<0,001. Perbandingan nilai F-hitung dan F-tabel pada α=0,05 di mana p-value<0,001. X1 mean tertinggi tangibles 4,60 dan terendah empathy 4,45. X2 mean tertinggi kelayakan finansial 4,55 dan terendah relevansi 4,44. Untuk menjaga dan meningkatkan kepuasan PTK, fokus manajemen diarahkan pada upaya perbaikan berkelanjutan pada aspek pelayanan dan penguatan kinerja organisasi secara menyeluruh.

This descriptive quantitative study aimed to identify and analyze the partial and simultaneous influence of service quality and organizational performance on the satisfaction of educators and education personnel at the Bojonegoro Regency Education Office. The research employed a survey method using a 5-point Likert scale questionnaire. The population consisted of 7,541 Civil Servants, from which a sample of 380 respondents was drawn using simple random sampling. The instrument demonstrated strong validity and reliability: internal validity was confirmed by expert review, and external validity was established with r-calculated>r-table and <0.05. The reliability test yielded a Cronbach's Alpha value>0,60. Data analysis, conducted using SPSS-IBM version 31.0, included descriptive analysis and classical assumption tests, which confirmed data normality (p-value=0.079>α=0.05), the absence of significant multicollinearity (Tolerance=0.425 and VIF=2.352), and a scatterplot showing homoscedasticity. Regression analysis showed significant positive effects: Ha-1 is accepted for 65,5% and Ha-2 for 84,6% (simple linear regression). Simultaneously, Ha-3 is received at the 87,5% level (multiple linear regression). Hypothesis testing confirmed these results: both partial tests(X1 t-value 9.439>t-table value of 1.649 and X2 t-value 25.801>t-table value of 1.649) and the simultaneous test (F-value 1321.937 df=2 and df-residual=377 produces <0.001) were significant. The highest mean score for service quality (X1) was in tangibles (4,60), and the lowest was in empathy (4,45). For organizational performance (X2), the highest mean financial feasibility is 4,55, and the lowest relevance is 4,44. To maintain and increase PTK satisfaction, management's focus is on continuous improvement in service aspects and on strengthening overall organizational performance.