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All Journal Journal of Management and Bussines (JOMB) Journal Of World Science
Oliandes Sondakh
Universitas Pelita Harapan, Surabaya
Computer Science & IT Economics, Econometrics & Finance Engineering Health Professions Law, Crime, Criminology & Criminal Justice Social Sciences

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Relationship Marketing, Switching Costs dan Service Quality terhadap Customer Satisfaction dan pada akhirnya Membentuk Customer Loyalty pada PT. Lautan Indomasutama Medan Vanessa Vanessa; Oliandes Sondakh; Amelia Amelia
Journal of Management and Bussines (JOMB) Vol 6 No 3 (2024): Journal of Management and Bussines (JOMB)
Publisher : IPM2KPE

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/jomb.v6i3.9067

Abstract

This research aims to determine and analyze relationship marketing, switching costs and service quality on customer satisfaction and ultimately forming customer loyalty. The population in this study was 141 customers. The number of samples in this research was 68 customers who used freight forwarding services. The data collection technique uses a questionnaire. The data analysis technique uses multiple linear regression analysis. The research results show that relationship marketing has a significant effect on switching costs, service quality has a significant effect on switching costs, relationship marketing has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, relationship marketing has a significant effect on customer loyalty, service quality has a significant effect on customers loyalty, switching costs have a significant effect on customer loyalty and customer satisfaction has a significant effect on customer loyalty. The conclusion is that the important role of relationship marketing and maximized service quality can encourage switching costs, customer satisfaction and customer loyalty. Keywords: Customer Satisfaction, Customer Loyalty, Relationship Marketing
Effect of Mental Toughness and Employee Experience on Organizational Commitment Amongst Workers in Toka Tindung Gold Mine Project, North Sulawesi Maria Dyah Kusumawardhani; Oliandes Sondakh
Journal of World Science Vol. 5 No. 2 (2026): Journal of World Science
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jws.v5i2.1635

Abstract

In recent years, the increasing tendency of professional workers, particularly Generation Z, to change jobs has raised concerns regarding organizational commitment. This study aims to examine the effects of mental toughness and employee experience on organizational commitment, with psychological well-being and work engagement as mediating variables, among employees at the Toka Tindung Gold Mine Project in North Sulawesi, Indonesia. This research employs a quantitative approach using a cross-sectional survey design. Data were collected through structured questionnaires distributed to 118 employees and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that mental toughness is the most significant predictor of organizational commitment, demonstrating strong direct effects on psychological well-being, work engagement, and organizational commitment. In contrast, employee experience shows a significant effect only on work engagement but does not directly influence organizational commitment. Furthermore, psychological well-being and work engagement are not found to mediate the relationship between mental toughness or employee experience and organizational commitment. These findings highlight the dominant role of personal resilience over organizational factors in shaping employee commitment, particularly within high-risk industries such as mining. The study provides both theoretical and practical contributions by emphasizing the importance of strengthening employees’ mental toughness to enhance organizational commitment and suggesting that organizations should integrate psychological resilience development into human resource strategies.
The Influence of Psychological Safety, Collectivism, and Power Distance on Innovation Performance Mediated by Organizational Commitment And Performance Management Context Among Employees of XYZ School Meis Sh. Louhenapessy; Oliandes Sondakh
Journal of World Science Vol. 5 No. 2 (2026): Journal of World Science
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jws.v5i2.1637

Abstract

This study examines the effects of psychological safety, collectivism, and power distance on innovation performance, with organizational commitment and performance management context posited as mediators, at XYZ School. The sample comprised 47 employees (teachers and staff). Data were collected via questionnaires and tested using path analysis. The results indicate that collectivism has a positive and significant effect on organizational commitment (? = 0.665; t = 4.629; p = 0.000), thus supporting H2. Collectivism also significantly and positively affects performance management context (? = 0.533; t = 2.937; p = 0.003), supporting H5. Regarding the final outcomes, organizational commitment does not significantly influence innovation performance (? = 0.051; t = 0.244; p = 0.807) — H7 rejected — whereas performance management context has a significant positive effect on innovation performance (? = 0.473; t = 2.113; p = 0.035) H8 accepted. In sum, a collectivist organizational culture strengthens organizational commitment and fosters a supportive performance management context, and it is the latter (performance management context) that significantly drives innovation performance. Psychological safety and power distance did not show direct significant impacts in this sample. The findings imply that school management should prioritize strengthening collective values and improving performance management practices to stimulate innovation
Co-Authors Amelia Amelia Maria Dyah Kusumawardhani Meis Sh. Louhenapessy Vanessa Vanessa