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All Journal Shirkah: Journal of Economics and Business Menara Ilmu Jurnal Pengabdian Masyarakat Khatulistiwa Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Bahtera Inovasi IICS International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Journal Of World Science Jurnal Teknologi dan Manajemen Industri Terapan Zona Kedokteran: Program Studi Pendidikan Dokter Universitas Batam Zona Manajerial: Program Studi Manajemen (S1) Universitas Batam Jurnal Pengabdian Ibnu Sina MEDALION JOURNAL: Medical Research, Nursing, Health and Midwife Participation Fundamental and Applied Management Journal
Dahlan Gunawan
Faculty Of Economics And Business, Batam University
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Physics Public Health Social Sciences Veterinary Other

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THE ROLE OF ORGANIZATION, EMPLOYEE COMPETENCE, AND AVAILABILITY OF INFRASTRUCTURE TOWARDS USER SATISFACTION WITH SERVICE QUALITY AS AN INTERVENING VARIABLE AT THE MAIN CUSTOMS AND EXCISE SERVICE OFFICE TYPE B BATAM Rinaldi Adriansyah; Bambang Satriawan; Sri Yanti; Dahlan Gunawan
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 5 (2026): October
Publisher : CV. Radja Publika

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This study aims to analyze the influence of organizational roles, employee competencies, and the availability of infrastructure on service quality and user satisfaction, and to examine the role of service quality as an intervening variable at the Batam Type B Customs and Excise Main Service Office. The study uses an explanatory quantitative approach. The study population was 124 service users and a sample of 95 respondents determined by the Slovin formula at a 5% error rate and proportionate random sampling technique. Primary data were collected through a 1–5 Likert scale questionnaire and analyzed using Structural Equation Modeling based on Partial Least Square (SEM-PLS) with SmartPLS. The results showed that organizational roles significantly influenced service quality, employee competencies significantly influenced service quality and user satisfaction, and the availability of infrastructure significantly influenced service quality. Service quality significantly influences service user satisfaction. Conversely, organizational roles and infrastructure did not have a direct significant effect on user satisfaction. Service quality mediated the influence of employee competencies and the availability of infrastructure on user satisfaction, but did not mediate the influence of organizational roles. The R² value for service quality of 0.876 and user satisfaction of 0.726 indicates strong explanatory power of the model. This finding confirms that improving user satisfaction primarily requires strengthening service quality, employee competence, and infrastructure support.
THE INFLUENCE OF TRANSFORMATIONAL LEADERSHIP, LITERACY DIGITAL AND ORGANIZATIONAL CULTURE ON PERFORMANCE GROUP II EMPLOYEES THROUGH WORK MOTIVATION AS INTERVENING VARIABLES AT BATAM TYPE B CUSTOMS AND EXCISE KPU Bambang Agung Pramana; Chablullah Wibosono; Dahlan Gunawan; Ngaliman
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 5 (2026): October
Publisher : CV. Radja Publika

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This study aims to examine the influence of Transformational Leadership, Digital Literacy, and Organizational Culture on the Performance of Grade II Employees through Work Motivation as an intervening variable at the Type B Batam Customs Office (KPU Customs B Batam). The study employed a quantitative research approach using a survey method. The population consisted of 213 Grade II employees, all of whom were included as the research sample using a saturated sampling (census) technique. Data were collected through a structured questionnaire using a five-point Likert scale and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The findings reveal that transformational leadership has a positive and significant effect on both employee performance and work motivation. Digital literacy also has a positive and significant influence on employee performance and work motivation. In contrast, organizational culture does not have a significant direct effect on employee performance; however, it has a significant negative effect on work motivation. Furthermore, work motivation has a positive and significant effect on employee performance and serves as a significant mediating variable in the relationship between transformational leadership, digital literacy, organizational culture, and employee performance.
DETERMINATION OF COMPETENCY, WORKLOAD AND LEADERSHIP STYLE ON THE PERFORMANCE OF EMPLOYEES AT THE CUSTOMS AND EXCISE SERVICE AND SUPERVISION OFFICE, TYPE B, BANDAR LAMPUNG, WITH SELF-EFFICACY AS AN INTERVENING VARIABLE Yuzza Eka Wiratam; Bambang Satriawan; Dahlan Gunawan; Nurhatisyah
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 5 (2026): October
Publisher : CV. Radja Publika

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Abstract

This study aims to analyze the effects of competence, workload, and leadership style on employee performance with self-efficacy as an intervening variable at the Customs and Excise Service and Supervision Office of Middle Type B Bandar Lampung. This research employed a quantitative approach using explanatory research. The population consisted of 144 employees, while the sample consisted of 106 respondents determined using the Slovin formula with a 5% error tolerance. Data were collected through questionnaires using a five-point Likert scale. Data analysis was performed using Partial Least Squares (PLS). The results indicate that competence has a positive and significant effect on self-efficacy and employee performance. Workload has a positive and significant effect on self-efficacy but has no significant effect on employee performance. Leadership style has no significant effect on self-efficacy but has a positive and significant effect on employee performance. Self-efficacy has a positive and significant effect on employee performance. Self-efficacy mediates the effect of competence on employee performance and mediates the effect of leadership style on employee performance, but does not mediate the effect of workload on employee performance. Simultaneously, competence, workload, and leadership style do not significantly affect self-efficacy, whereas competence, workload, leadership style, and self-efficacy simultaneously have a significant effect on employee performance.
Co-Authors Adnan Suhardis Adnan Suhardis Afit Afrizal Afit Afrizal Afriza, Sari Andi Ipaljri Saputra Andi Kurniawan Anggra Anggra Aplan jumadi Arman Syarif Azizul Hudha, Azizul Bambang Agung Pramana Bambang Satriawan Basri Basri Chablullah Wibosono Deby Susanti Pada Vinski Pada Vinski Dewi, Nolla Puspita Dino Gagah Prihadianto Dollar Dollar Dwi Kartika Sari Elly Rumengan Etty Sri Wahyuni Ferdila, Ferdila Ferry Daniel Martinus Ferry Daniel Martinus Sihombing Jemmy Rumengan Liya Anjelina Loviga Ferbina Putri Sirait Luckie Loveanis Malahayati Rusli Bintang Miralza Diza Muhammad Tommy Arby Rumengan Mulya Wulandari Mustika, Ita Mutiara Permata Putri Nadya Isra Miranti Natasha Cinta Vinski Ngaliman, Ngaliman Nurhatisyah Nurhatisyah Nurul Widiati Haryono Pratama, Reza Hardian Putri Nurbana Kembaren Ramadhan, Faris Rinaldi Adriansyah Sarmini Sarmini Siska Frida Utari Sri Yanti Sri Yanti Susy Sriwahyuni Windayati, Diana Titik Yuzza Eka Wiratam