Pengaruh Kinerja, Disiplin Kerja dan Kualitas Pelayanan Perusahaan Daerah Pasar Horas Jaya terhadap Kepuasan Pelanggan di Pasar Horas Kota Pematangsiantar

Abstract

This study aims to analyze the effect of employee performance, work discipline, and service quality on customer satisfaction at Perusahaan Daerah Pasar Horas Jaya in Pematangsiantar City. The research employs a descriptive quantitative approach with a sample size of 99 respondents determined using the Slovin formula. Data were collected through questionnaires and analyzed using statistical tests such as t-test, -F test, and multiple linear regression. The results reveal that, partially, employee performance and service quality significantly influence customer satisfaction, while work discipline does not have a significant effect. Simultaneously, employee performance, work discipline, and service quality collectively have a significant impact on customer satisfaction. These findings indicate that improving employee performance and service quality should be prioritized to enhance customer satisfaction at Pasar Horas Jaya. This study provides practical contributions to the management of Perusahaan Daerah Pasar Horas Jaya by emphasizing the importance of service quality and customer satisfaction improvements. Moreover, the findings can serve as a reference for developing better public service policies in Pematangsiantar City.