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All Journal Journal The Winners Binus Business Review
Laura, Netty
Bina Nusantara University
Economics, Econometrics & Finance Social Sciences

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The Effect of Trust and Service Quality Toward Patient Satisfaction with Customer Value as Intervening Variable Laura, Netty
Binus Business Review Vol 7, No 2 (2016): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v7i2.1589

Abstract

The research was conducted at Laboratory Installation RSPI of Prof. Dr. Sulianti Saroso (RSPI-SS). Unit of analysis was patients of Medical Check Up in Laboratory Installation of RSPI-SS which is located in Sunter, North Jakarta. The samples of this research were 93 patients from 121 populations; the research method was purposive sampling technique. The instrument of statistic analysis was through PLS 3.0 which was used to test the hypothesis. The research finds seven hypotheses as the results. They are variable of trust which affects customer satisfaction positively but does not significantly affect to customer satisfaction, variable of trust which affects customer satisfaction negatively but significantly affects the customer value, variable of service quality which affects to customer satisfaction positively and significantly, variable of service quality which affected to customer value positively and significantly, variable of customer value which affects positively and significantly to customer satisfaction, intervention of customer value on the trust to customer satisfaction which affects negatively and significantly, and intervention of customer value on service quality to customer satisfaction which affects positively but not significantly.
The Effect of Commitment, Empowerment, Controlling on Discipline and Effectiveness of Public Work Employees In Indragiri Hulu Laura, Netty
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 16, No 2 (2015): The Winners Vol. 16 No. 2 2015
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v16i2.1566

Abstract

The research was conducted in Department of Public Works employee Indragiri Hulu. The purpose of this research was to know the influence of commitment, empowernment, and controlling towards the discipline with individual test and overall test, and to know the influence of discipline toward the effectiveness of the Department of Public Works employee Indragiri Hulu. The research method applied descriptive quantitative and the population in this research were 118 employees. By using a Purposive Random Sampling method, it has been obtained 92 respondents. Data obtained with questionnaires. This research used Two phase Multiple Regression Analysis. The result of research shows that the commitment, empowernment, and contolling have been influence of significant toward the discipline. It indicates from the value of Fobs> Ftable at the level of α = 5%           Fobs=38,261>Ftable = 2,48 with probability (p) smaller than 0,05 and determination coefficient value (R2) is 56,6%. It means that 56,6% commitment, empowernment, and controlling toward the employee’s discipline. A partially (individual test) shows that the value of commitment 2,369, empowernment -0,04, controlling 7,811. This result indicates that commitment and controlling have most dominant influence on employee’s discipline, empowerment has no influence on the discipline of employee. Discipline has been influence of significant toward the effectiveness (p<0,05) with tobs =3,503> ttable = 1,66298
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