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Nurjannah, Eka
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Journal : MES Management Journal

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Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Sebagai Variabel Mediasi Terhadap Loyalitas Konsumen pada Caffe Ruang Hati di Sangatta Nurjannah, Eka; Neviana Yusuf, Wiwiek; Dian Eka, Nanda; Sa'dan, Wasti; Hasan, Syahril
MES Management Journal Vol. 5 No. 1 (2026): MES Management Journal
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v5i1.1124

Abstract

This study aims to analyze the effect of service quality and price on customer satisfaction and customer loyalty, with satisfaction acting as a mediating variable at Caffe Ruang Hati in Sangatta. This research adopts a quantitative approach with an associative design. Data were collected through questionnaires distributed to 180 respondents who are customers of Caffe Ruang Hati in Sangatta. The data analysis technique employed is Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) using SmartPLS software. The results indicate that service quality has a positive and significant effect on customer satisfaction and customer loyalty. Price is also found to have a positive and significant effect on customer satisfaction and customer loyalty. Furthermore, customer satisfaction has a positive and significant effect on customer loyalty. The indirect effect analysis reveals that customer satisfaction significantly mediates the relationship between service quality and customer loyalty, as well as between price and customer loyalty. Overall, all proposed hypotheses are supported. These findings highlight that improving service quality and setting appropriate pricing strategies can enhance customer satisfaction, which in turn fosters stronger customer loyalty at Caffe Ruang Hati in Sangatta.
Pengaruh Risk Management dan Green Human Resource Management Practices terhadap Sustainable Employee Performance melalui Green Work Engagement pada Karyawan Perusahaan Bank BUMN di Balikpapan Nurjannah, Eka; Yusuf, Wiwiek Neviana; Eka, Nanda Dian; Wasti Sa'dan; Nurlia, Nurlia
MES Management Journal Vol. 5 No. 1 (2026): MES Management Journal
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v5i1.1115

Abstract

This study aims to analyze the effect of Risk Management and Green Human Resource Management Practices on Sustainable Employee Performance through Green Work Engagement among employees of state-owned banks in Balikpapan. This research employed a quantitative approach with an associative design. Data were collected through questionnaires distributed to 280 respondents who were employees of state-owned banks in Balikpapan and were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the assistance of SmartPLS software. The results indicate that Risk Management and Green Human Resource Management Practices have a positive and significant effect on Green Work Engagement and Sustainable Employee Performance. In addition, Green Work Engagement was also found to have a positive and significant effect on Sustainable Employee Performance. The indirect effect testing further revealed that Green Work Engagement significantly mediates the relationship between Risk Management and Green Human Resource Management Practices on Sustainable Employee Performance. These findings confirm that effective risk management and the implementation of green-oriented human resource management practices play an important role in enhancing green work engagement and fostering sustainable employee performance in state-owned banks in Balikpapan.
Co-Authors Amanda, Rizki Surya Aris Doyan Dian Eka, Nanda Eka, Nanda Dian Elvira Elvira INDRAYANI INDRAYANI Julea, Thalitha Ariandinie Melati, Sherin Azzahra Ismi Muti’ah, Rahma Nasution, Marnis Neviana Yusuf, Wiwiek Nurlia Nurlia Rismala, Nia Sa'dan, Wasti Sahidu, Haerunisyah Salsabila, Chairunisa Siti Maysaroh Syahrial Ayub, Syahrial Syahril Hasan - Politeknik Sains dan Teknologi Wiratama Maluku Utara, Syahril Hasan Tri Wahyu Hardaningrum Ulida, Ulida Utami, Winda Sherly Wasti Sa'dan Winda Sherly Utami Yusuf, Wiwiek Neviana