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All Journal Enrichment : Journal of Management Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS)
Saparso
Universitas Kristen Krida Wacana, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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The effect of product innovation and service quality on customer loyalty is mediated by customer satisfaction at PT KB Finansia Multifinance (Kredit plus) Tasikmalaya Agus Yuna Syariful; Saparso; Rudolf Lumbantobing
Enrichment : Journal of Management Vol. 13 No. 1 (2023): April: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v13i1.1303

Abstract

Business competition in the field of non-bank financing services (multifinance) in Indonesia is increasing. The increasing economic and lifestyle needs of the Indonesian people have made businesses in this field grow and develop rapidly, the fintech market is already large, especially in Java, which is the largest market for traditional financial companies. The purpose of this study was to determine the effect of product innovation and service quality on customer loyalty mediated by customer satisfaction. The population in this study were all employees of PT KB Finansia Multifinance and were processed using Structural Equation Model (SEM) analysis with SEM PLS software. Based on the results of the study, empirical facts were obtained in the form of 1) There was a significant positive effect on product innovation variables on customer satisfaction 2) There is no positive influence of service quality variables on customer satisfaction 3) There is a significant positive effect on product innovation variables on Customer Loyalty 4) There is a significant positive effect of service quality variables on customer loyalty 5) There is no positive influence of customer satisfaction on customer loyalty 6) Customer satisfaction does not significantly mediate the positive effect of product innovation on customer loyalty 7) Customer satisfaction does not significantly mediate the positive effect of service quality on customer loyalty.
Pengaruh Beban Kerja Terhadap Inovasi Pengajaran Yang Dimediasi Kepuasan dan Dimoderasi Oleh Dukungan Manajerial (Studi Kasus di SMPK Kalam Kudus 3 Jakarta) Evelyne Mega Patricia; Saparso; Eka Desy Purnama
JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL Vol. 5 No. 5 (2024): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Agustus - September 2024)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v5i5.2462

Abstract

Peran guru dalam mengimplementasikan inovasi pengajaran sering terhambat oleh beban kerja kompleks. Beban kerja yang memakan waktu dan energi ini seringkali menjadi sumber stress dan kelelahan, sehingga evaluasi pembagian beban kerja ini menjadi penting untuk menjaga kepuasan guru, serta memastikan kualitas pengajaran yang optimal. Penelitian kuantitatif ini menganalisis pengaruh beban kerja terhadap inovasi pengajaran, serta peran mediasi kepuasan kerja dan moderasi dukungan manajerial. Data diperoleh melalui penyebaran kuesioner, kemudian dianalisis menggunakan software SmartPLS versi 4.0. Dari 18 guru SMPK Kalam Kudus 3 Jakarta, hasil analisis menunjukkan bahwa beban kerja secara signifikan berpengaruh negatif terhadap kepuasan guru. Meskipun kepuasan guru tidak langsung memediasi hubungan antara beban kerja dan inovasi pengajaran, kepuasan tersebut secara positif terkait dengan inovasi pengajaran. Dukungan manajerial, meskipun tidak signifikan secara statistik, berpotensi untuk mengurangi dampak negatif beban kerja terhadap inovasi pengajaran. Hasil tidak signifikan disebabkan adanya variasi pengalaman kerja, beban kerja, dan perilaku adaptif terhadap perubahan dan inovasi, serta dukungan yang diterima dari manajemen sekolah. Penelitian merekomendasikan manajemen sekolah untuk mengevaluasi ulang alokasi beban kerja dengan menambah jumlah tenaga pengajar guna meningkatkan kepuasan dan, akhirnya, mendorong inovasi dalam pengajaran.
Co-Authors Agus Yuna Syariful Eka Desy Purnama Evelyne Mega Patricia Rudolf Lumban Tobing