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All Journal Jurnal Siasat Bisnis Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Jurnal Ekonomi Modernisasi JAM : Jurnal Aplikasi Manajemen Jurnal Teknobisnis Journal of Accounting and Investment JBTI : Jurnal Bisnis : Teori dan Implementasi MIX : Jurnal Ilmiah Manajemen International Journal of Artificial Intelligence Research Jurnal Pendidikan Ekonomi & Bisnis MBR (Management and Business Review) Jurnal Abadimas Adi Buana International Journal of Supply Chain Management PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Entrepreneur dan Entrepreneurship (JEE) MABIS: Manajemen dan Bisnis International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ekonomi Manajemen Sistem Informasi Business Management Journal Program Studi Manajemen Al-Kharaj: Journal of Islamic Economic and Business Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Community Engagement and Emergence Journal (CEEJ) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Performa: Jurnal Manajemen dan Start-up Bisnis Jurnal Aisyah : Jurnal Ilmu Kesehatan Jurnal Pengabdian kepada Masyarakat Nusantara ABDI MOESTOPO: Jurnal Pengabdian pada Masyarakat IJORER : International Journal of Recent Educational Research Jurnal Ekonomi Bulletin of Community Engagement Journal of Islamic Education Management BanKu: Jurnal Perbankan dan Keuangan Journal of Management and Social Sciences Inkubis: Jurnal Ekonomi dan Bisnis Journal Research of Social Science, Economics, and Management Journal Community Service Consortium Equivalent: Jurnal Ilmiah Sosial Teknik Journal of Economics, Entrepreneurship, Management Business and Accounting Journal of Economics and Management Scienties JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah International Journal of Review Management Business and Entrepreneurship (RMBE) Vifada Management and Social Sciences International Research Journal of Business Studies JHSS (Journal of Humanities and Social Studies) Academia Open
David Sukardi Kodrat
Universitas Ciputra
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Employee Performance Evaluation at PT WIKA Based on Service Quality and Customer Satisfaction Ayulita Purnama Sari; Murpin Josua Sembiring; David Sukardi Kodrat
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 7 No 3 (2026): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v7i3.6547

Abstract

Purpose: This study aims to evaluate customer satisfaction with employee performance at PT WIKA based on service quality dimensions using Service Quality (SERVQUAL) and Multi-Objective Optimization on the Basis of Ratio Analysis (MOORA) based decision support system approaches. Research Methodology: This study employed a quantitative descriptive method by integrating SERVQUAL with the MOORA decision-support system. Data were collected through questionnaire-based surveys distributed to 100 PT WIKA customers using 20 service quality indicators representing the tangibility, reliability, responsiveness, assurance, and empathy dimensions. The analysis compared customer perception and expectation scores to identify satisfaction gaps and determine the priority service dimensions. Results: The findings revealed that the average SERVQUAL satisfaction ratio was 1.01, indicating that overall service performance generally met customer expectations. A total of 14 out of 20 indicators (67%) were categorized as satisfactory, while six indicators (33%) remained unsatisfactory. Furthermore, the MOORA analysis identified reliability as the most dominant service quality dimension contributing to customer satisfaction and employee performance evaluations. Conclusions: Overall, customers were satisfied with the employee performance at PT WIKA. However, several indicators related to responsiveness and service consistency require improvement to enhance customer satisfaction. Limitations: This study was limited to a single company and a specific customer sample, which may reduce the generalizability of its findings. In addition, the weighting process in the MOORA method is determined subjectively. Contributions: This study contributes to service quality and human resource management literature by integrating SERVQUAL and MOORA in evaluating employee performance and supporting service improvement decision-making
Factors Affecting Customer Satisfaction with Health Care Services for the Elderly Arya Govinda Roosheroe; Toni Antonio; David Sukardi Kodrat
Journal Research of Social Science, Economics, and Management Vol. 6 No. 1 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v6i1.1593

Abstract

The increasing elderly population has created significant challenges for healthcare systems, particularly in ensuring high-quality services that meet the needs and expectations of older patients. Elderly patient satisfaction has become an important indicator of healthcare performance because it reflects patients’ perceptions of service processes, outcomes, and overall care experiences. This study aimed to analyze the factors affecting elderly patient satisfaction with healthcare services by examining the roles of digital information systems, healthcare facility conditions, service costs, human-resource behavior, and perceived health recovery, with healthcare-service quality as a mediating variable. This study employed a quantitative observational analytical design with a cross-sectional approach. Data were collected from 175 elderly patients aged ?60 years receiving geriatric outpatient services at the Geriatric Polyclinic of RSUPN dr. Cipto Mangunkusumo Jakarta and Prodia Jakarta Senior Clinic. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The findings showed that healthcare-service quality had a strong and significant effect on elderly patient satisfaction. Perceived health recovery significantly influenced healthcare-service quality, while digital information systems, facility conditions, service costs, and human-resource behavior did not show significant direct effects on healthcare-service quality. The results indicate that elderly patients primarily evaluate healthcare services based on perceived quality and meaningful health improvements. In conclusion, improving healthcare-service quality through patient-centered care, effective communication, and outcome-oriented services is essential for enhancing elderly patient satisfaction. Future healthcare strategies should prioritize age-friendly services and integrated approaches that address the technological, structural, interpersonal, and clinical needs of older adults.
Co-Authors Adhitya Ginting Alessandro Effendy, Junko Alexander, Juan Richard Ali Sidiq Muntaha Anak Agung Ayu Puty Andrina Andarina, Deansha Ghaisani Andrina, A.A.A Puty Angelyn Angelyn Angga Istighfar Antonio Nicolas Antonius Yansen Suryadarma Ariesta Andriani, Nathania Disa Arip Pauzan Jaya Aristya, Tania Arya Govinda Roosheroe Ayulita Purnama Sari Benediktus Derry Galista Benny Irawan Brilliane Salsa Burhan Bungin Candy Junior Herlambang Christian Herdinata Christina Whidya Utami Cipta Canggih Perdana Cipta Canggih Perdana Damelina B. Tambunan Denpharanto Agung Krisprimandoyo Dewi Mayasari Dewi, Melinda Alfiani Rosida Dhafin Fathur Rozi Dian Ramadhani Edrick Gian Gunawan Eko Wahyudi Elsima Nainggolan Eric Harianto Evan Johan Faradiba, Dimarta Fernando Belo Fiosandi Rizky Novalino Fulgentius Danardana Murwani Gonaldy, Vincent Aurelius Gunawan Adi Prayogo Handijaya, Elizabeth Maeko Cyrilla Hanna Tabita Hasianna Silitonga Harsono, Bernardus Danny Hartono Tjong Hartono, Alexander Hartono Hermeindito Hindarto, Paulus Hutomo Setia Budi I Gusti Bagus Yosia Wiryakusuma Imelda Ritunga Isadora Elgina Pramana Iswati Iswati J.E. Sutanto J.E. Sutanto Jaya, Arip Pauzan Juan Richard Alexander Khusuma, Sherly Amalia Lala Setiany Wee Latif, Nashrudin Lidya Handayani Lukman Priyo Sembodo Ma'ruf Nidhomuddin Madina, Nur Martinus Calvin Saputra Melinda Alfiani Rosida Dewi Melinda Alfiani Rosida Dewi Metta Padmalia Minarni Wartiningsih Mirna Fauziah Lailly Muhammad Yusri Ali Murpin Josua Sembiring Naomi Endah Pratiwi Narayanasandhy, I Wayan M. Dhamma Nashrudin Latif Nazila, Qahira Nina Agustin Chrystinasari Osama Rizqi Amriyasaldi Pieter Sahertian Pramana, Isadora Elgina Prameswari, Gita Radiany, Ade Asria Ramadhani, Dian Reinaldo Ryan Riyanti Hamdani Riyanti Hamdani Rosida Dewi, Melinda Alfiani Sean, Jeremy Ernesto Setiawan, Iskandar Sofyan Kurniawan, Widya Arif Sugiyatmi, Tri Astuti Sutanto, J.E.Sutanto Sutrisno, Timotius F.C.W. Sutrisno, Timotius FCW Sutrisno, Timotius FCW Tanzilia, May Fanny Tatas H.P. Brotosudarmo Teofilus Thomas Stefanus Kaihatu Tina Melinda Tina Melinda Tommy C. Efrata Toni Antonio Tri Yogi Wardhana Umiati Jawas Viena, Windi Clara Welly Trilaksono Wendra Hartono Wibowo, Eri Wirawan ED Radianto Yaser Arafat Yuli Kartika Dewi