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All Journal JURNAL ECONOMIA Forum Manajemen
Ni Ketut Karwini
Sekolah Tinggi Ilmu Manajemen Handayani
Economics, Econometrics & Finance Social Sciences

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PERAN CUSTOMER SATISFACTION SEBAGAI MEDIATOR PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY PADA PT. KARYA PAK OLES TOKCER DENPASAR Ni Ketut Karwini; I Wayan gde sarmawa; Ni Kadek suryani
Forum Manajemen STIMI Handayani Denpasar Vol 12 No 2 (2014): Jurnal STIMI Vol. 12 No. 2 - 2014
Publisher : Forum Manajemen STIMI Handayani Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Customer loyalty is a key factor and important in maintaining and increasing the company’s revenue growth and profitability. Therefore, almost allcompanies constantly strive to keep its customers to be loyal to the company. Someopinions and results of some studies found that the key of the company’s success isin maintaining customer loyalty, quality of services and customer satisfaction, so inthis study is intended to analyze the role of customer satisfaction as a mediator of theeffects of service quality on customer loyalty. This study is took place at a companyengaged in manufacturing of agricultural producers of traditional medicine andhealth, namely PT . Karya Pak Oles Tocker, located at Jalan Komodo No. 38 - XDenpasar - Bal . This research was supported by75 respondents who are determinedbased on a Slovin formula, and processed with Partial Least Square method throughSmartPLS 2.0 M3 , the first-order approach, with the 95% confidence level. Theresults showed that no significant effect of service quality on customer loyalty, butshowed a positive and significant effect on customer satisfaction. In other parts,customer satisfaction is a significant positive effect on customer loyalty.
Innovative Work Performance as Mediation Organizational Culture On Employee Performance I Wayan Gde Sarmawa; Ida Ayu Oka Martini; Ida Ayu Putu Widani Sugianingrat; Anak Agung Dwi Widyani; Ni Ketut Karwini
Jurnal Economia Vol 18, No 2: October 2022
Publisher : Faculty of Economics Universitas Negeri Yogyakarta in collaboration with the Institute for

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (501.526 KB) | DOI: 10.21831/economia.v18i2.34445

Abstract

AbstractThe purpose of this study was to analyze (1) the influence of organizational culture on positive work behavior; (2) the influence of organizational culture and innovative work behavior on employee performance; and (3) the role of innovative work behavior in mediates the relationship of organizational culture with employee performance. The study was conducted at the Rural Credit Bank (RCB) in Badung Regency, Bali Province. The number of research samples is 52 RCB. The respondents in this study are 156 employees. The data is analyzed using SmartPLS 3.2.8 program. The result shows that organizational culture shows a significant positive effect on innovative work behavior. Work culture and innovative work behavior also have a significant positive effect on employee performance at RCB. It is concluded that innovative work behavior acts as a mediator in the relationship between organizational culture and the performance of RCB employees. Keywords: organizational culture, innovative work behavior, employee performance  Prestasi Kerja Inovatif Sebagai Mediasi Budaya Organisasi Terhadap Kinerja Karyawan AbstrakTujuan penelitian ini adalah untuk menganalisis (1) pengaruh budaya organisasi terhadap perilaku kerja positif; (2) pengaruh budaya organisasi dan perilaku kerja inovatif terhadap kinerja pegawai; dan (3) peran perilaku kerja inovatif dalam memediasi hubungan budaya organisasi dengan kinerja pegawai. Penelitian dilakukan di Bank Perkreditan Rakyat (BPR) di Kabupaten Badung, Provinsi Bali. Jumlah sampel penelitian adalah 52 RCB. Responden dalam penelitian ini adalah 156 karyawan. Data dianalisis menggunakan program SmartPLS 3.2.8. Hasil penelitian menunjukkan bahwa budaya organisasi berpengaruh positif signifikan terhadap perilaku kerja inovatif. Budaya kerja dan perilaku kerja inovatif juga berpengaruh positif signifikan terhadap kinerja karyawan di RCB. Disimpulkan bahwa perilaku kerja inovatif berperan sebagai mediator dalam hubungan antara budaya organisasi dengan kinerja pegawai RCB. Kata kunci: budaya organisasi, perilaku kerja yang inovatif, kinerja karyawan
PERAN CUSTOMER SATISFACTION SEBAGAI MEDIATOR PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY PADA PT. KARYA PAK OLES TOKCER DENPASAR Ni Ketut Karwini; I Wayan gde sarmawa; Ni Kadek suryani
Forum Manajemen Vol 12 No 2 (2014): Jurnal STIMI Vol. 12 No. 2 - 2014
Publisher : STIMI Handayani Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61938/fm.v12i2.90

Abstract

Customer loyalty is a key factor and important in maintaining and increasing the company’s revenue growth and profitability. Therefore, almost allcompanies constantly strive to keep its customers to be loyal to the company. Someopinions and results of some studies found that the key of the company’s success isin maintaining customer loyalty, quality of services and customer satisfaction, so inthis study is intended to analyze the role of customer satisfaction as a mediator of theeffects of service quality on customer loyalty. This study is took place at a companyengaged in manufacturing of agricultural producers of traditional medicine andhealth, namely PT . Karya Pak Oles Tocker, located at Jalan Komodo No. 38 - XDenpasar - Bal . This research was supported by75 respondents who are determinedbased on a Slovin formula, and processed with Partial Least Square method throughSmartPLS 2.0 M3 , the first-order approach, with the 95% confidence level. Theresults showed that no significant effect of service quality on customer loyalty, butshowed a positive and significant effect on customer satisfaction. In other parts,customer satisfaction is a significant positive effect on customer loyalty.
Co-Authors Anak Agung Dwi Widyani Ida Ayu Oka Martini Ida Ayu Putu Widani Sugianingrat Ni Kadek suryani Ni Kadek suryani Sarmawa, I Wayan Gde