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All Journal ARISTO JISIP: Jurnal Ilmu Sosial dan Pendidikan Pena Justisia: Media Komunikasi dan Kajian Hukum Elsya : Journal of English Language Studies INFOKUM Jurnal MSDA (Manajemen Sumber Daya Aparatur) Journal Informatic, Education and Management (JIEM) Jurnal Scientia Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Indonesian Journal of Social Research (IJSR) Annals of Management and Organization Research Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Jurnal Progress Administrasi Publik (JPAP) Indonesian Journal of Educational Development (IJED) Jurnal Sosial dan Humanis Sains Journal of Artificial Intelligence and Digital Business Innovative: Journal Of Social Science Research Jurnal Multidisiplin Sahombu Jurnal Pengabdian Kepada Masyarakat Jurnal Sosio dan Humaniora Jurnal Administrasi Negara Global Education Journal INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE Majapahit Journal of Islamic Finance dan Management TGO Journal of Community Development Majapahit Journal of Islamic Finance dan Management
Rohayati, Yeti
Universitas Langlangbuana, Indonesia
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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The Influence of Service Quality and Employee Performance on Customer Satisfaction at the Contact Centre Unit of PT. Astra Honda Motor Jakarta Susriyati, Istiyani; Sahim, Aswin Naldi; Rohayati, Yeti
Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Vol. 11 No. 3 (2025): Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and
Publisher : STIE Indonesia Banking School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35384/jemp.v11i3.838

Abstract

In today’s competitive business landscape, service quality and employee performance are critical determinants of customer satisfaction, especially within contact centre environments. This study investigates the simultaneous impact of service quality and employee performance on customer satisfaction at PT Astra Honda Motor’s (AHM) Contact Centre. Using a quantitative approach with descriptive and verificative methods, data were collected from 100 customers who interacted with the Contact Centre between October 2024 and January 2025. The research employed a structured questionnaire with a 5-point Likert scale and analyzed data using SPSS version 25. Results from the t-test show that both service quality and employee performance have a significant and positive partial effect on customer satisfaction. Furthermore, the F-test confirms their simultaneous influence, with a coefficient of determination (R²) of 0.214, indicating that 21.4% of the variance in customer satisfaction can be explained by the two variables. These findings are supported by previous studies and emphasize the importance of responsiveness, reliability, competence, and communication in enhancing customer experience. The study concludes that improving service delivery and empowering employees are essential strategies for increasing customer satisfaction and fostering loyalty in competitive service-driven industries like
Implementation of Community Health Center Accreditation Policy in Improving Service Quality at Campaka Community Health Center, Cianjur Regency Zein, Edo Muhammad; Rohayati, Yeti; Kamil, Indriyati; Indah, Diani
Global Education Journal Vol. 3 No. 1 (2025): Global Education Journal (GEJ)
Publisher : Civiliza Publishing, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/gej.v3i1.180

Abstract

Community health centers (Puskesmas) play a leading role in Indonesia's healthcare system, making service quality a crucial public concern. This study aims to analyze the implementation of the Puskesmas accreditation policy and its impact on service quality at Campaka Community Health Center, Cianjur Regency. A qualitative case study approach was used, with data collected through in-depth interviews, participant observation, and document analysis. Data were analyzed using the Miles and Huberman interactive model. The results showed that accreditation implementation was effective during the preparation and survey phases, characterized by improved administrative governance, standardized procedures, improved facilities, and increased staff motivation. However, post-survey implementation showed a decline in consistency due to weak monitoring mechanisms, limited human resources, high administrative workloads, and decreased staff commitment. Accreditation had a positive effect on service quality across all SERVQUAL dimensions: reliability, responsiveness, tangibles, assurance, and empathy, but this improvement tended to be temporary and unsustainable. This study concluded that accreditation at Campaka Community Health Center is still event-oriented and has not been fully internalized as a quality culture. This study contributes to the policy implementation and health care literature by highlighting the importance of post-accreditation monitoring, human resource strengthening, and continuous quality management to ensure continuous improvement in primary health care.
The Impact of Competence and Work Discipline on Employee Performance at XLSmart Wiyono, Broto; Wahyuningsih, Sri; Rohayati, Yeti; Wulandari, Dwiwahjuni
Annals of Management and Organization Research Vol. 7 No. 3 (2026): February
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v7i3.3494

Abstract

Purpose: This study aims to examine the effect of competence and work discipline on employee performance at XLSmart Jakarta. The focus is to understand how these two human resource dimensions contribute to organizational success in a highly competitive business environment Research Methodology: The research adopts a quantitative approach with descriptive and verificative methods. The population consists of 400 employees, and a sample of 80 respondents was determined using the Slovin formula. Data were collected through questionnaires and analyzed using SPSS version 25. Validity and reliability tests confirmed that all indicators were appropriate and consistent for measuring the study variables. Results: The findings show that both competence and work discipline have a significant positive effect on employee performance. The regression model Y = 26.423 + 0.226X1 + 0.178X2 explains that improvements in competence and discipline lead to better performance outcomes. The coefficient of determination (R²) of 0.627 indicates that 62.7% of performance variance is explained by competence and discipline, while 37.3% is due to other factors not investigated in this study. Conclusions: Competence and discipline are essential drivers of employee performance. Organizations need to strengthen training programs and enforce discipline consistently to maximize productivity. Limitations: This study is limited to one company and uses cross-sectional data, which may restrict generalizability. Contribution: Explain how this study can contribute. To whom, what study area, discipline, etc.
Pengaruh Beban Kerja dan Stress Kerja terhadap Kinerja Karyawan pada PT Sunindo Adipersada Bogor Lingga, Sanifah Novitasari; Pratikno, Yuni; Rohayati, Yeti
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 1 (2026): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i1.6970

Abstract

Tujuan dalam penelitian ini adalah untuk mengetahui seberapa besar pengaruh beban kerja dan stres kerja terhadap kinerja karyawan PT Sunindo Adipersada Bogor baik secara parsial maupun simultan. Jenis Penelitian ini menggunakan metode penelitian kuantitatif deskriptif. Populasi dalam penelitian ini adalah karyawan PT Sunindo Adipersada Bogor sebanyak 35 Karyawan. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah sampel jenuh karena jumlah populasi yang relatif kecil dan teknik analisis data menggunakan adalah teknik analisis jalur dengan menggunakan bantuan aplikasi SPSS versi 25.0. Berdasarkan analisis yang dilakukan maka dapat disimpulkan bahwa uji t variabel beban kerja terhadap kinerja dengan menggunakan batas signifikansi (α)=0,05 di peroleh nilai thitung = 5.091 dengan tingkat signifikansi 0,000 yaitu <0,05 (batas signifikansi). Hal ini berarti variabel beban kerja berpengaruh signifikan terhadap kinerja. Sedangkan variabel stres kerja terhadap kinerja dengan menggunakan batas signifikansi (α)=0,05 di peroleh nilai thitung = 4.418  dengan tingkat signifikansi 0,000 yaitu <0,05 (batas signifikansi). Hal ini berarti variabel stres kerja berpengaruh signifikan terhadap kinerja. Berdasarkan hasil uji F maka diperoleh nilai Fhitung sebersar 80.366 dengan signifikansi 0,000 < 0,05 sehingga dapat disimpulkan bahwa secara bersama-sama beban kerja dan stres kerja berpengaruh terhadap kinerja karyawan PT Sunindo Adipersada Bogor. Dari hasil uji R2, menunjukkan hasil uji koefisien determinasi diperoleh nilai R² sebesar 0.834 yang berarti bahwa variabel kinerja dapat dijelaskan oleh kerjasama tim dan komitmen sebesar 83.4% sedangkan sisanya dijelaskan oleh variabel lain di luar model yang diteliti
THE IMPACT OF WORK DISCIPLINE AND WORK TRAINING ON EMPLOYEE PERFORMANCE AT THE SECRETARIAT OF THE REGIONAL PEOPLE'S REPRESENTATIVE COUNCIL (DPRD) OF TANJUNGPINANG CITY, RIAU ISLANDS PROVINCE Nasrul; Sri Wahyuningsih; Yeti Rohayati
Journal Informatic, Education and Management (JIEM) Vol 8 No 2 (2026): AUGUST
Publisher : STMIK Indonesia Banda Aceh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61992/jiem.v8i2.314

Abstract

This study aims to determine the influence of work discipline and work training on the performance of employees of the Tanjungpinang City DPRD Secretariat, Riau Islands Province. Work discipline is very important for the level of employee performance. The research method used in this study is a quantitative research method. The population of this study was 90 employees of the Tanjungpinang City DPRD, Riau Islands Province, while the sample in this study consisted of 90 employees of the Tanjungpinang City DPRD, Riau Islands Province. Based on the results of multiple linear regression tests, it can be concluded that work discipline and work training have an effect on the performance of employees of the Tanjungpinang City DPRD, Riau Islands Province of 65.1%, while the remaining 34.9% is influenced by other variables. The direction of the relationship between the two variables is positive, so it can be interpreted that the higher the work discipline, the higher the employee performance. Likewise, the higher the work training, the higher the employee performance
Co-Authors Abda Abda Ade Iskandar Agus Darmawan Andri Nurdiyansah Arta, I Made Dwipa Atmaja, Agus Awan Setiawan B.M.A.S. Anaconda Bangkara Bambang Triana Prima Bria, Maria Anselmia Deden Sumantry Diani Indah Diani Indah Diani Indah Dzauharoh, Shinta Egidius Fkun Fkun, Egidius H.R. Iip Hidajat Hadimin, Deni Nurdyana Henny Noviany Hety Devita Indah, Diani Indriasari, Santy Kusumawati Ira Adriati Jacob, Jufri Kamil, Indriyati Kammer Tuahman Sipayung Karimah Nursya'bani, Kinkin Karman Kartini, Entin Khaeruman Kurhayadi Kurhayadi Kurniasih, Wiwit Kusmana, Odang Lingga, Sanifah Novitasari Loso Judijanto M. Yogi Riyantama Isjoni Maruf, Irma Rachmawati Mochammad Imron Awalludin Nagari, Muhamad Bangun Nani Maryani Nasrul Nurwa Indah, Rosiana Pandji Santosa Pratikno, Yuni Rivaldi, Rivan Diazi Sahim, Aswin Naldi Sri Wahyuningsih Sukamto, Ika Sumiyarsi Susriyati, Istiyani Syam, Rifqi Zaeni Achmad Tamaulina Br Sembiring Tatang Sudrajat Tati Sarihati Wiyono, Broto Wulandari, Dwiwahjuni Yofy Syarkani Zein, Edo Muhammad