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All Journal Nurani: Jurnal Kajian Syariah dan Masyarakat EQIEN - JURNAL EKONOMI DAN BISNIS Jurnal Riset Bisnis dan Manajemen Jurnal EXCHALL (Economic Challenge) Jurnal CENDEKIA Jaya Cerdika: Jurnal Ilmiah Indonesia International Journal of Management Science and Application Journal of Business Management and Economic Development Riwayat: Educational Journal of History and Humanities Academicus
Heriyono, Heriyono
Universitas 17 Agustus 1945, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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BUILDING ORGANIZATIONAL CITIZENSHIP BEHAVIOR TO IMPROVE EMPLOYEE PERFORMANCE AT PT. AGRO KARUNIA BESTARI Heriyono Heriyono; Vita Dhameria
Jurnal Riset Bisnis dan Manajemen Vol. 18 No. 1 (2025): February Edition
Publisher : Faculty of Economic and Business, University of Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jrbm.v18i1.19740

Abstract

A success of organization in runging its activities is determined by human resources as activity executors. The existence of public organization’s success is defined by the human resources. Researh method employed was purposive sampling with the number of samples were 120 employees of PT Agro Karunia Bestari. The data were analyzed by using Structural Equation Model (SEM) with statistical package AMOS 22. The results of hypothetical testing were (1) Employee engagement and organizational citizenship behavior had a positive and significant influence towards organizational citizenship behavior, (2) Employee engagement a had positive and insignificant influence towards employee performance, (3) Perceived organizational support had a positive and significant influence towards employee performance, and (4) Organizational citizenship behavior had a positive and significant influence towards employee performance.
Service Effectiveness and Customer Satisfaction in Municipal Water Services: Evidence from Perumda Tirta Giri Nata Cirebon Heriyono Heriyono
International Journal of Management Science and Application Vol. 2 No. 1 (2023): ijmsa
Publisher : Sultan Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58291/ijmsa.v2i1.711

Abstract

This study aims to analyze the effect of service effectiveness on customer satisfaction in Perumda Tirta Giri Nata Cirebon. The research used quantitative explanatory approach, the number of samples as many as 55 customers selected with simple random sampling. Five-point Likert questionnaire was used for data collection, measuring service effectiveness by five dimensions: tangibles, reliability, responsiveness, assurance and empathy. Customer satisfaction was measured by loyalty, use of offered services, recommendation, willingness to pay more and feedback. Descriptive statistics, Pearson correlation, and simple linear regression were used for data analysis. The result showed that service effectiveness was 76.28 percent and Customer Satisfaction was 74.18 percent. The results showed that service effectiveness had a positive and significant correlation with customer satisfaction with a correlation coefficient of 0.548 and significance of 0.000. The regression analysis produced a coefficient of 0.269, a t-value of 4.773 and a significance value of 0.000, indicating a significant positive impact. The coefficient of determination was 0.301, meaning that the service effectiveness accounts for 30.1% of the variation in customer satisfaction. The results suggest that in an effort to increase satisfaction, service reliability, responsiveness, employee skills and customer orientation in municipal water services should be improved.
The Effect of Service Quality on Customer Satisfaction: Evidence from Bank BJB Cirebon Branch Heriyono Heriyono
International Journal of Management Science and Application Vol. 3 No. 1 (2024): ijmsa
Publisher : Sultan Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58291/ijmsa.v3i1.712

Abstract

The objective of this study is to examine the effect of service quality on customer satisfaction at PT Bank BJB Branch of Cirebon. This study employed a quantitative approach with primary data collected from 62 customers in the form of a questionnaire. The service quality was measured by five dimensions of reliability, responsiveness, assurance, empathy and tangibility. Customer responses were analyzed through descriptive analysis and simple linear regressions. The results indicate that customers expressed positive comments on the service of the bank, especially in terms of employee assistance, service speed, employee presence and customer convenience. However, the clarity of information provided by employees was still an area for improvement. The regression analysis shows that the service quality has a positive and significant effect on customer satisfaction with a regression coefficient of 0.588, a standardized coefficient of 0.605, and a t value of 5.881 at the significance level of 0.000. The coefficient of determination (r2) of 0.366 shows that service quality explains 36.6% of the variation in customer satisfaction and the remaining 63.4% is explained by other factors outside the model. Results demonstrate that the enhancement of service quality, especially in the domains of employee communication, responsiveness and customer support, can improve consumer satisfaction with banking services.
Co-Authors Adie Irwan Kusumah Agus Purwanto Ismayasari Ismayasari Kresnha, Kresnha Lutviany Ihza Azzahra Maulana, Fahmi Nurnilasari, Nunung Pengelola Jurnal CENDEKIA Jaya Rohadin Rohadin Siti Hawa Sugiyarsih, Susi Sulfiani Sulfiani Vita Dhameria