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All Journal JURNAL ECONOMIA JAM : Jurnal Aplikasi Manajemen J-MAS (Jurnal Manajemen dan Sains) Jurnal Manajemen dan Bisnis Procuratio : Jurnal Ilmiah Manajemen Jurnal Akuntansi dan Keuangan International Journal of Applied Research and Sustainable Sciences (IJARSS)
Astarina, Ivalaina
Institut Teknologi Dan Bisnis Indragiri
Religion Humanities Chemical Engineering, Chemistry & Bioengineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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The Roles of Respectful Leadership and Overqualified Employees on Knowledge Sharing and Knowledge Hiding Hardi, Hardi; Alviani, Devi; Dewi, Puspa; Astarina, Ivalaina; Fitrio, Tomy
Jurnal Aplikasi Manajemen Vol. 22 No. 1 (2024)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2024.022.01.16

Abstract

In response to the competitive and dynamic business environment, understanding the determinants of knowledge sharing and knowledge-hiding behavior is crucial for optimizing knowledge utilization in achieving sustainable competitive advantage. This study aimed to develop a conceptual model of the relationships between overqualified employees, knowledge sharing, knowledge hiding, and respectful leadership. Data were collected from 94 BUMN Bank employees, and data were processed using PLS Structural Equation Modeling (SEM). This study proposes respectful leadership as a strategy to increase knowledge-sharing behavior and reduce knowledge-hiding behavior. The results of this study show that overqualified employees have an effect on knowledge sharing and knowledge hiding. Then, respectful leadership strengthens the effect of overqualified employees on knowledge sharing but weakens the effect of overqualified employees on knowledge hiding. The results of this study strengthen social exchange theory, where a respected leader will make individuals more concerned with social exchange than economic exchange so they don't hide information.
CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: ROLE OF E-SERVICE QUALITY AND TRUST Evelyn Wijaya; David David; Mia Mia; Ivalaina Astarina
Procuratio : Jurnal Ilmiah Manajemen Vol 13 No 1 (2025): Procuratio : Jurnal Ilmiah Manajemen
Publisher : Institut Bisnis dan Teknologi Pelita Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35145/procuratio.v13i1.4850

Abstract

Banking is a publicly trusted financial institution that plays an important role in the economic system. This research aims to analyze the effect of E-Service Quality and Trust on customer satisfaction and customer loyalty at BCA KCP Juanda Pekanbaru. Research population was active customers at BCA KCP Juanda Pekanbaru. The roscoe formula is the sampling strategy utilized in this research instance, and there are 100 samples total. The analysis technique used Structural Equation Model (SEM) with Partial Least Square (PLS) 4.0. Research result inform that E-Service Quality and Trust have a significant and positive impact on customer satisfaction and loyalty. Lastly, for Customer Satisfaction on customer Loyalty has a positive and significant. E-Service Quality play an important role in efforts to increase customer satisfaction and customer loyalty. Perbankan merupakan lembaga keuangan terpercaya publik yang memainkan peran penting dalam sistem perekonomian. Penelitian ini bertujuan untuk menganalisa pengaruh E-Service Quality dan Kepercayaan terhadap Kepuasan nasabah dan Loyalitas nasabah padaBCA KCP Juanda Pekanbaru. Populasi penelitian merupakan nasabah aktif di BCA KCP Juanda Pekanbaru. Pengambilan sampel pada penelitian ini menggunakan rumus roscoe, sehingga diperoleh sampel penelitian sebanyak 100 responden. Teknik analisis pada penelitian ini adalah Structural Equation Model (SEM) dengan Partial Least Square (PLS) 4.0. Hasil penelitian menginformasikan bahwa variabel E-Service Quality dan Kepercayaan terhadap Kepuasan dan Loyalitas nasabah berpengaruh positif dan signifikan. Untuk variabel Kepuasan terhadap Loyalitas nasabah memiliki pengaruh positif dan signifikan. E-Service Quality memegang peranan penting dalam upaya meningkatkan kepuasan nasabah dan loyalitas nasabah.
Co-Authors Abunawas, Abunawas Agus Supriyadi Ahmad Ramadhan Alviani, Devi Angga Hapsila David David Dwi Cahyono Evelyn Wijaya Febblina Daryanes Fikri, Khusnul Gilang Ramadan Gilang Ramadan Gilang Ramadhan Hapsila, Angga Hardi Hardi, Hardi HASANAH YASPITA Mia Mia Puspa Dewi Puspa Dewi Raja Marwan Indra Saputra Rifa’I, Ahmad Setianingsih, Rahayu Syahmardi Yacob Tomy Fitrio Yudha Remofa YUDHA REMOFA