Electronic Theses and Dissertation

Perkembangan tuntutan pelayanan publik menuntut instansi pemerintah untuk memberikan kualitas pelayanan yang optimal. Kualitas pelayanan tidak hanya dipengaruhi oleh sistem, tetapi juga oleh faktor internal pegawai seperti job stress, job satisfaction, organizational commitment, dan employee performance. Penelitian ini bertujuan menganalisis pengaruh job stress dan job satisfaction terhadap customer service quality dengan organizational commitment dan employee performance sebagai variabel mediasi pada Kantor Pemerintah Kota Banda Aceh (BKPSDM dan DISDUKCAPIL). Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan analisis Structural Equation Modelling (SEM). Hasil penelitian menunjukkan bahwa job stress dan job satisfaction berpengaruh signifikan terhadap organizational commitment dan employee performance, serta keduanya berpengaruh signifikan terhadap customer service quality. Selain itu, organizational commitment dan employee performance terbukti memediasi hubungan tersebut. Temuan ini menunjukkan bahwa peningkatan kualitas pelayanan publik dapat dilakukan melalui pengelolaan stres kerja, peningkatan kepuasan kerja, serta penguatan komitmen organisasi dan kinerja pegawai.

Kata kunci: job stress, job satisfaction, organizational commitment, employee performance, customer service quality.

The increasing demands for public services require government institutions to deliver optimal service quality. Service quality is influenced not only by systems and procedures but also by internal employee factors such as job stress, job satisfaction, organizational commitment, and employee performance. This study aims to analyze the effect of job stress and job satisfaction on customer service quality, with organizational commitment and employee performance as mediating variables at the Banda Aceh City Government Offices (BKPSDM and DISDUKCAPIL). This study employs a quantitative approach using a survey method and Structural Equation Modelling (SEM) analysis. The results indicate that job stress and job satisfaction have significant effects on organizational commitment and employee performance, and both variables also significantly influence customer service quality. Furthermore, organizational commitment and employee performance are proven to mediate these relationships. These findings suggest that improving public service quality can be achieved through effective stress management, enhancing job satisfaction, and strengthening organizational commitment and employee performance. Keywords: job stress, job satisfaction, organizational commitment, employee performance, customer service quality.