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All Journal Bisma : Business and Management Journal
Rifda Fitrianty
Sekolah Tinggi Ilmu Ekonomi Mahardhika, Indonesia
Social Sciences

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Pengaruh Kualitas Pelayanan dan Persepsi Kewajaran Tarif terhadap Minat Kunjungan Ulang Pelanggan UPT Laboratorium Kesehatan Daerah Ratna Yunita; Sri Rahayu; Rifda Fitrianty
BISMA : Business and Management Journal Vol. 4 No. 1 (2026): Bisma : Business and Management Journal
Publisher : CV. Kalimasada Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59966/bisma.v4i1.2513

Abstract

This study examines the simultaneous effects of service quality and perceived tariff fairness on customer revisit intention at a public health laboratory. Grounded in service-dominant logic and social equity theory, the research addresses a critical gap in public service marketing literature regarding hybrid governance institutions that blend commercial revenue mechanisms with welfare-oriented missions. Using an explanatory quantitative design, primary data were collected through structured questionnaires administered to customers of a regional public health laboratory operating under the Badan Layanan Umum Daerah framework in Gresik Regency. Multiple regression analysis revealed that both service quality and perceived tariff fairness significantly and positively influenced revisit intention, with the model explaining a substantial proportion of the variance. Notably, service quality exhibited a marginally stronger predictive power than tariff perception, suggesting that process experience outweighs cost considerations in shaping behavioral loyalty within preventive healthcare settings. These findings contribute to public service management theory by validating the co-existence of market and welfare logics in citizen decision-making and offer practical guidance for tariff policy formulation and service quality enhancement in publicly governed health laboratories.
Stres Kerja dan Beban Kerja sebagai Pendorong Kinerja Karyawan: Bukti Empiris dari Instansi Pelayanan Publik Rakarian Widhamurti Maylova; Sri Rahayu; Rifda Fitrianty
BISMA : Business and Management Journal Vol. 4 No. 1 (2026): Bisma : Business and Management Journal
Publisher : CV. Kalimasada Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59966/bisma.v4i1.2514

Abstract

This study employed an explanatory-correlational quantitative survey method applied to the entire population of 130 permanent employees with a minimum of one year of service. Data were collected using a 5-point Likert scale instrument (22 items) that had been tested for validity and reliability. Multiple linear regression analysis using SPSS version 26 statistical software showed that job stress (β = 0.451; p < 0.001) and workload (β = 0.553; p < 0.001) had a significant positive effect on employee performance, with workload having a relatively more dominant contribution. The regression model explains 52.3% of the variation in performance (Adjusted R² = 0.523). These findings confirm the concept of eustress and reinforce the JD-R theory that job demands can enhance performance when balanced by adequate job resources. Practically, management at the KPKNL and similar public sector agencies is advised to shift the stress management paradigm from a stress reduction approach toward stress optimization through proportional task distribution, the utilization of digital technology, and the development of employee competencies to maintain stress and workload at constructive levels.
Peningkatan Kinerja Aparatur melalui Kompetensi dan Pengawasan: Bukti Empiris dari Layanan Perlindungan Konsumen Mintoro Rutadi; Sri Rahayu; Rifda Fitrianty
BISMA : Business and Management Journal Vol. 4 No. 1 (2026): Bisma : Business and Management Journal
Publisher : CV. Kalimasada Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59966/bisma.v4i1.2515

Abstract

Employee performance in the public sector is a crucial factor in achieving effective and accountable public services. However, previous studies on the influence of competence and supervision on employee performance have produced inconsistent findings, particularly in public service organizations with technical and regulatory responsibilities. This study aims to examine the effects of competence and supervision on the performance of employees at the Consumer Protection Technical Implementation Unit (UPT) in Bojonegoro. A quantitative survey approach was employed, and primary data were collected from 125 respondents selected through simple random sampling using a Likert-scale questionnaire. Data were analyzed using multiple linear regression preceded by classical assumption tests. The results indicate that competence (β = 0.386; p < 0.05) and supervision (β = 0.369; p < 0.05) have a positive and significant effect on employee performance. Competence was found to have a more dominant influence than supervision. The Adjusted R² value of 0.628 shows that both variables jointly explain 62.8% of the variance in employee performance. These findings highlight the importance of strengthening employee competence through continuous technical training and enhancing supervision through periodic evaluation systems to improve the quality of public service delivery.
Co-Authors Mintoro Rutadi Rakarian Widhamurti Maylova Ratna Yunita Sri Rahayu