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All Journal E-Jurnal Manajemen Universitas Udayana Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences
I Nengah Asta Gina Jaya Artha
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Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN I Nengah Asta Gina Jaya Artha; Ni Ketut Seminari
E-Jurnal Manajemen Vol 8 No 1 (2019)
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (150.447 KB) | DOI: 10.24843/EJMUNUD.2019.v08.i01.p18

Abstract

The success of a service company is determined by the company's ability to build customer loyalty. The research was conducted at Honda Auto Global Motor Workshop using a sample size of 130 people with a non-probability form of method in the purposive sampling. Data analysis techniques used in this study are path analyis and sobel test. The results showed that service quality has a positive and significant effect on customer satisfaction, as well as on customer loyalty. NextCustomer satisfaction has a positive and significant effect on customer loyalty. Besides that, customer satisfaction is simultaneouslymediate the influence of service quality on customer loyalty. These results illustrate that the marketing environment is dynamic, so as to maintain customer loyalty, the company is expected to be able to create quality services that are in line with what is expected by customers so that satisfaction arises. Keywords : service quality, customer satisfaction, customer loyalty.
Mediation Role of Organizational Commitment on the Effect of Job Satisfaction and Work Engagement on Organizational Citizenship Behavior Nurse I Nengah Asta Gina Jaya Artha; Putu Saroyini Piartrini
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 4, No 4 (2021): Budapest International Research and Critics Institute November
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v4i4.3538

Abstract

The purpose of this study was to analyze the effect of job satisfaction and work engagement on organizational citizenship behavior and analyze the mediating role of organizational commitment in mediating the effect of job satisfaction and work engagement on organizational citizenship behavior. The population in this study were nurses at the Klungkung District Hospital, totaling 263 people. The sample in this study was 159 respondents. The method of determining the sample in this study uses probability sampling. The technique sampling chosen is proportionate stratified random sampling, which is used when the population has members or elements that are not homogeneous and stratified proportionally. This research uses PLS (analysis technique Partial Least Square). The results showed that job satisfaction and work engagement positively and significantly affected organizational citizenship behavior. Job satisfaction and work engagement have a positive and significant effect on organizational commitment, and organizational commitment has a positive and significant effect on OCB. Organizational commitment as mediation partial or partial mediation on the effect of job satisfaction on organizational citizenship behavior and organizational commitment as partial mediation on the effect of work engagement on organizational citizenship behavior, meaning that the independent variable can directly influence the dependent variable or indirectly by involving the mediating variable. Nurse behavior is very dependent on job satisfaction that is felt through intrinsic and extrinsic factors so that later the nurses will form positive energy within themselves by dedicating themselves or involving themselves to the hospital.
Co-Authors Ni Ketut Seminari Putu Saroyini Piartrini