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All Journal Jurnal Ilmu Manajemen Profitability Jurnal Penjaminan Mutu
M.Yusuf Alfian Rendra Anggoro
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Other

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IMPLEMENTASI SISTEM PENJAMINAN MUTU INTERNAL (SPMI) DALAM MEWUJUDKAN GOOD UNIVERSITY GOVERNANCE (GUG) Samsul Rizal; Moh Aris Pasigai; M.Yusuf Alfian Rendra Anggoro; Ramlah; Wahyuddin
Jurnal Penjaminan Mutu Vol 9 No 01 (2023)
Publisher : UHN IGB Sugriwa Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25078/jpm.v9i01.1929

Abstract

The aims of this study are to: 1) describe the implementation of the Internal Quality Assurance System (SPMI) in realizing Good University Governance (GUG), and 2) describe the influence of SPMI on GUG. This research was a mixed method with the design used explanatory research design. The population of this research were the lecturers of the Faculty of Economics and Business with 75 persons where the key informants namely lecturer representatives, and heads of study programs/faculty. Collecting data through questionnaires and interviews which were then processed by simple regression analysis and qualitative data obtained by reduction, data presentation, and drawing conclusions. The results of the research study concluded that; 1) The implementation of SPMI in realizing GUG is carried out in the following the applicable standards included the evaluation which  carried out in the form of an internal quality audit to determine the fulfillment of the National Higher Education Standards 2) The coefficient of influence of the application of SPMI on GUG is 0.539 with p value = 0.000 <0.05. This shows that SPMI has a significant positive influence  on GuG with 56.3%. This can be stated that the better the implementation of SPMI, the realization of GUG in the Faculty of Economics and Business is better.
Employee Competence and Service Innovation as Determinants of Customer Satisfaction in Gold-Pawning Financing Services Edi Jusriadi; M.Yusuf Alfian Rendra Anggoro; Nurfadilah Mansyur
Jurnal Ilmu Manajemen Profitability Vol. 10 No. 2 (2026): AGUSTUS 2026
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/t6gtzn64

Abstract

Customer satisfaction is an important indicator of service quality and organizational performance, particularly in competitive service-oriented businesses. However, customer satisfaction may be affected by the competence of employees in delivering services and the organization’s ability to develop service innovations that respond to customer needs. This study aimed to analyze the influence of employee competence and service innovation on customer satisfaction at PT. Mas Agung Sejahtera in Jeneponto Regency. The study employed a quantitative research design, with data collected through questionnaires and analyzed using statistical procedures to examine the partial and simultaneous relationships among the variables. The results showed that employee competence had a positive and significant influence on customer satisfaction. Service innovation also had a positive and significant influence on customer satisfaction. Simultaneously, employee competence and service innovation had a positive and significant effect on customer satisfaction, with the two variables jointly explaining 35.5% of the variation in customer satisfaction, while the remaining 64.5% was attributable to other factors outside the research model. These findings indicate that strengthening employee competence and continuously improving service innovation are important strategies for enhancing customer satisfaction. The study contributes practical evidence that organizations can improve customer-oriented performance by developing capable employees and implementing service innovations that better address customer expectations.
Co-Authors Elfrida Ratnawati J, Jusriadi Moh Aris Pasigai Nurfadilah Mansyur Ramlah Wahyuddin