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All Journal Jurnal Organisasi Dan Manajemen
Siti Mujahida
Sekolah Tinggi Ilmu Ekonomi AMKOP
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Service Innovation as a Mediator of Organizational Factors and Customer Satisfaction: Insights from Taiwan’s Tourism Industry Ramli Hatma; Abdul Nasir Rachman; Hardiyono Hardiyono; Siti Mujahida; Muhammad Azizurrohman
Jurnal Organisasi dan Manajemen Vol. 21 No. 1 (2025)
Publisher : LPPM Universitas Terbuka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33830/jom.v21i1.10245.2025

Abstract

Purpose – This study explores the impact of employee well-being, transformational leadership, and the work environment on service innovation and customer satisfaction in Taiwan’s tourism industry.  Methodology – A cross-sectional survey of 295 respondents, including workers and tourists, was conducted using a random sampling method and a 7-point Likert scale questionnaire. This quantitative study employs structural equation modelling (SEM) to examine how employee well-being, leadership style, and the work environment influence service innovation and customer satisfaction in Taiwan’s tourism industry. Findings – The results demonstrate that employee well-being, transformational leadership, and a supportive work environment significantly enhance service innovation, which, in turn, positively influences customer satisfaction. Service innovation also acts as a mediator in the relationship between organizational factors and customer satisfaction. Originality – The originality of this manuscript lies in its focus on the mediating role of service innovation in the relationship between employee well-being, leadership style, work environment, and customer satisfaction within the context of Taiwan’s tourism industry.
Co-Authors Abdul Nasir Rachman Azizurrohman, Muhammad Hardiyono Ramli Hatma