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SANJAYA, LUKMAN JEFRI
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Arts Humanities Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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HUBUNGAN ANTARA KENYAMANAN PELAYANAN DENGAN LOYALITAS PELANGGAN: STUDI PADA MAHASISWA UNIVERSITAS DIPONEGORO PENGGUNA LAYANAN GO-JEK DI SEMARANG SANJAYA, LUKMAN JEFRI
Jurnal EMPATI Jurnal Empati: Volume 6, Nomor 4, Tahun 2017 (Oktober 2017)
Publisher : Faculty of Psychology, Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (366.612 KB) | DOI: 10.14710/empati.2017.20004

Abstract

The development of smartphone users in Indonesia has opened the opportunity to grow up manysupport application. This phenomenon was utilized by some business player to increase their service through technology, including Go-Jek.This research goal is finding out relationship between service convenience and customer loyaltyof undergraduate students of Diponegoro University who have usedGo-Jek service in Semarang. One hundredsamples with characteristics undergraduate students of Diponegoro University who have used Go-Jek service in Semarang at least twice was selected by quota sampling. Based on data collection, subject’s age between 18-24years old(M = 20.79, SD = 1.40) consist of17% maleand 83% female. Data collection used Likert scale consist of Service Convenience Scale(30 items, α = .92) andCustomer Loyalty Scale (27 items, α = .90). The result of simple linear regression analysis shows that there is positive and significant relationship between service convenience and customer loyalty indicated byr = .50 (p < .001). It means that customer with higher service convenience will have higher customer loyalty too.Service convenience giveseffect contribution of 24.50% toward customer loyalty. This research result is worthwhile as reference to future research about antecedents of customer loyalty. Toward businessman,it is useful as reference to maintain their customers.  
Social Exchange Reduces Counterproductive Work Behavior through Employee Engagement: A Moderated-Mediation Model in the Public Sector Sanjaya, Lukman Jefri; Budiati, Yuli; Lestari, Rohmini Indah
Research Horizon Vol. 6 No. 1 (2026): Research Horizon - February 2026
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/rh.6.1.2026.991

Abstract

This study investigates Counterproductive Work Behavior (CWB) among Indonesian Civil Servants, where professionalism remains suboptimal despite improvements in formal performance evaluations, indicating a gap between assessed performance and actual behavior. Grounded in social exchange theory, this research aims to examine the effects of Leader Member Exchange (LMX) and organizational justice on CWB, with work engagement as a mediating variable and emotional intelligence as a moderating variable. A quantitative research design was employed, utilizing survey data collected from 311 respondents through proportionate cluster random sampling within a regional government context. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results demonstrate that organizational justice significantly enhances work engagement and reduces CWB, while work engagement negatively affects CWB and mediates the relationship between organizational justice and CWB. Conversely, LMX and emotional intelligence do not exhibit significant direct or moderating effects. These findings suggest that fostering organizational justice and strengthening employee engagement are essential for mitigating counterproductive behaviors. In conclusion, enhancing fairness and promoting engagement constitute critical strategies for improving employee behavior in public sector organizations.
Co-Authors Lestari, Rohmini Indah Yuli Budiati