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All Journal Journal of Economics, Business, & Accountancy Ventura JIEMS (Journal of Industrial Engineering and Management Systems) Jurnal Manajemen dan Pemasaran Jasa
Rudyanto Rudyanto
Sekolah Tinggi Pariwisata Pelita Harapan
Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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The employees and customers satisfaction perception on financial performance: A model of service-profit-chain in Jakarta Rudyanto Rudyanto
Journal of Economics, Business, & Accountancy Ventura Vol 17, No 3 (2014): December 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v17i3.358

Abstract

The purpose of this study is to examine the impact of the relationship between employee satisfaction and customer satisfaction, and also to examine the impact of both on a hospitality companys financial performance utilizing service-profit-chain framework as the theoretical base. Specifically, this study explores four major relationships: 1) The direct relationship between customer satisfaction and financial performance; 2) The direct relationship between employee satisfaction and financial performance; 3) The direct relationship between customer satisfaction and employee satisfaction; and 4) The indirect relationship between employee satisfaction and financial performance. Furthermore, this study examines the mediating role of customer satisfaction on the indirect relationship between employee satisfaction and financial performance. The data were collected from employees, customers and managers of hotels in Jakarta. LISREL 8.8 Structural Equation Modeling (SEM) with a two-step approach was utilized to empirically test the proposed hypotheses and the relationships between the constructs. Findings suggest that while customer satisfaction has positive significant effect on financial performance, employee satisfaction has no direct significant effect on financial performance. Instead, there is an indirect relationship between employee satisfaction and financial performance, which is mediated by customer satisfaction.
Pengaruh Manajemen Rantai Pasok dan Inovasi Terhadap Kinerja Organisasi Rudyanto Rudyanto
JIEMS (Journal of Industrial Engineering and Management Systems) Vol 4, No 1 (2011): Journal of Industrial Engineering and Management Systems (JIEMS)
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jiems.v4i1.84

Abstract

The purpose of this paper is to empirically test a framework which identifies the relationships between supply chain management (SCM) practices, operational performance and innovation performance of manufacturing and service firms. Data for the study were collected from a sample of 256 manufacturing and service firms. The research model was tested using structural equation modeling. The results show that SCM practices in both the upstream and downstream supply chain have a direct and significant impact on organizational and innovation performance of firms. Innovation improvement caused by SCM also results in better organizational performance. The findings also reveal that manufacturing and service firms do not have a significant difference in their SCM practices. The time sequence of the association between the variables could not be concluded given that cross-sectional data were used. This study shows the importance of SCM practices and how they directly influence organizational and innovation performance. This result will be encouraging to firms. This study has developed and validated a multi-dimensional construct of SCM practices, and this tool can assist decision makers of firms to evaluate the efficiency of their current SCM practices. The paper presents one of the few studies which empirically validates the relationships between SCM practices and organizational and innovation performances. The study also focuses on a developing country which is in transition from being manufacturing focused to service focused.Keywords: Supply Chain Management, Organizational Innovation, Organizational Performance
ANTESEDEN PEMBERDAYAAN DAN KETERLIBATAN KARYAWAN TERHADAP EFEKTIVITAS LINGKUNGAN KERJA PADA JASA LAYANAN KESEHATAN DKI JAKARTA UTARA Rudyanto Rudyanto; Lyly Soemarni Lioe
Jurnal Manajemen dan Pemasaran Jasa Vol. 9 No. 1 (2016): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (310.243 KB) | DOI: 10.25105/jmpj.v9i1.1613

Abstract

Tujuan penelitian ini mengkaji pengaruh variabel anteseden Pemberdayaan dan Keterlibatan Karyawan pada industri jasa layanan kesehatan, Keterlibatan dan Efektivitas Kerja Karyawan, serta perbedaan perbandingan hubungan antara karyawan lulusan baru dengan karyawan berpengalaman. Khusus mengenai kondisi karyawan, diperlukan usaha manajemen untuk mempertahankan karyawan yang baik dengan memastikan lingkungan kerja yang menarik bagi karyawan. Sangatlah penting pengaruh pengalaman bekerja dan perbedaan generasi yang dapat memengaruhi faktor pekerjaan dalam interaksi perilaku kerja. Penelitian ini menggunakan metode analisis data hasil survei dengan membandingkan pola hubungan antarvariabel dari kedua kelompok sebagai berikut: 185 responden dengan 2 tahun pascakelulusan dan 294 responden berpengalaman kerja lebih dari 2 tahun. Hasil penelitian dengan analisis SEM menunjukkan kecocokan model teoritis penelitian. Keterlibatan kerja secara signifikan memediasi hubungan Pemberdayaan dan Efektivitas Kerja, meskipun pengaruh keterlibatan pada efektivitas kerja secara signifikan lebih kuat untuk karyawan berpengalaman. Keterlibatan kerja merupakan mekanisme penting dalam Pemberdayaan yang memengaruhi Efektivitas Kerja, akan tetapi kurang berpengaruh signifikan terhadap Efektivitas Kerja karyawan lulusan baru dari pemberdayaan. Implikasi hasil penelitian adalah manajemen harus menyadari peranan Pemberdayaan dalam meningkatkan Keterlibatan dan Efektivitas Kerja serta pengaruh perbedaan antara karyawan lulusan baru dengan karyawan berpengalaman. Kata Kunci: Pemberdayaan, Keterlibatan, Efektivitas Kerja
Co-Authors Lyly Soemarni Lioe