THE ROLE OF WORK DISCIPLINE AND COMMUNICATION ON PUBLIC SERVICE QUALITY
DOI:
https://doi.org/10.70248/jmie.v4i1.4640Abstract
Public agencies delivering employment services often face the challenge of translating internal workplace conditions into consistent service quality for the community. This study examines how work discipline and communication affect public service quality at the Lubuklinggau City Department of Manpower. Using a quantitative approach with a total sampling technique involving all 38 employees of the agency, data were analyzed using regression analysis with partial t-tests. Both work discipline and communication were found to have a statistically significant partial effect on service quality, with work discipline showing the stronger explanatory power (R² = .566) compared with communication (R² = .292). These findings suggest that service quality in this public sector setting depends on how consistently employees comply with organizational rules and standards and on how clear and consistent internal communication is. The study's practical implication is that agency leadership should reinforce disciplinary standards and improve communication channels as complementary efforts to strengthen public service quality.
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