​Emotional Intelligence, Discipline, And Motivation: Employee Performance and Service Quality at Bandar Lampung KPU

Abstract

This study examines the relationships between emotional intelligence, work discipline, and work motivation and employee performance and service quality at the General Elections Commission (Komisi Pemilihan Umum/KPU) of Bandar Lampung City, including the mediating role of service quality. A quantitative cross-sectional design was employed involving 135 personnel selected through census sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed using regression and path analyses. The findings indicate that work discipline positively relates to employee performance, while emotional intelligence and work motivation show no significant direct relationships with performance. Work discipline and work motivation positively relate to service quality, whereas emotional intelligence does not. Service quality is positively associated with employee performance and mediates the relationships between work discipline and performance and between work motivation and performance, but not the relationship involving emotional intelligence. Theoretically, this study integrates psychological, behavioral, and service-related dimensions to explain employee performance in an election-management institution. Practically, the findings suggest that KPU management should strengthen work discipline and improve service quality to support employee performance. However, the cross-sectional design and single-institution setting limit causal interpretation and generalizability. This study provides contextual evidence for understanding the links between employee attributes, service quality, and performance in Indonesia’s public sector.

Keywords

Emotional Intelligence Employee Performance Service Quality Work Discipline Work Motivation