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All Journal IJEBD (International Journal Of Entrepreneurship And Business Development)
Joko Suyono
Narotama University, Surabaya, Indonesia
Economics, Econometrics & Finance

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The Determinant Factors of Customer Loyalty: Service Quality and Customer Satisfaction Ranu Tri Johan Efendi; Hermien Tridayanti; Joko Suyono; Damarsari Ratnasahara Elisabeth; Dian Arisanti
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 4 No 3 (2021): May 2021
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (232.844 KB) | DOI: 10.29138/ijebd.v4i3.1413

Abstract

Purpose: is to find out and analyze determine the effect of service quality on customer satisfaction, service quality on customer loyalty, customer satisfaction on customer loyalty and the role of customer satisfaction as a mediation of the effect of service quality on customer loyalty in Teluk Lamong loading and unloading container terminal. Design/methodology/approach: Design of this research uses quantitative research. Research limitations/implications: This research conducted on Teluk Lamong customers with include 229 respondents samples and are distributed through questionnaires, as well as the data results are processed using SEM PLS version 3.0. Practical implications: The results prove that there is a significant effect of service quality on customer satisfaction at PT Terminal Teluk Lamong. The second results imply that there is a significant effect of service quality on customer satisfaction at PT Terminal Teluk Lamong. Likewise, the effect of customer satisfaction on customer loyalty at PT Terminal Teluk Lamong is also significant. Satisfaction is also confirmed to mediate the effect of service quality on customer loyalty. Originality/value: This Paper Is Original Paper type: This paper can be categorized as case study paper.
The Determinant Factors of Employee Job Satisfaction Farhan Sanjaya; Joko Suyono; Damarsari Ratnasahara Elisabeth
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 6 No 1 (2023): January 2023
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29138/ijebd.v6i1.2149

Abstract

Purpose: The purpose of this study is to analyze the effect of human resource development, organizational culture and leadership style both simultaneously and partially on employee job satisfaction. And also to analyze the dominant influence on employee job satisfaction. Design/methodology/approach: The population in this study were 67employees of automotive muffler industry in Sidoarjo. Questionnaire was used as data collecting method and data analysis technique used was multiple linear regression. Findings: The results of data analysis prove that simultaneously and partially the development of human resources, organizational culture and leadership has a significant effect on employee job satisfaction. While the variable that has the dominant influence on employee job satisfaction is the variable of leadership style. Practical implications: The results of this research can be used as a reference to increase employee job satisfaction in manufacturing. Originality/value: The results of the research show that among the variables of human resource development, organizational culture and leadership, the leadership style has a dominant influence on customer satisfaction. This is a new phenomenon that needs to be implemented in a muffler manufacturing. Paper type: This paper can be categorized as research paper.
Co-Authors Damarsari Ratnasahara Elisabeth Dian Arisanti Farhan Sanjaya Ranu Tri Johan Efendi Tridayanti, Hermien