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All Journal JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS Manajemen : Jurnal Ekonomi
Syaiful Hasani
Universitas Negeri Malang
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Investigasi Peran Temporal Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Mediasi Pada Bank Syariah Indonesia Chamdan Purnama; Zakiyah Zulfa Rahmah; Dinda Fatmah; Mirhamida Rahmah; Syaiful Hasani; Yusriyah Rahmah; Yuliani; Binti Mutfarida
Manajemen: Jurnal Ekonomi Vol. 6 No. 2 (2024): Manajemen : Jurnal Ekonomi (Special Issue)
Publisher : Fakultas Ekonomi Universitas Simalungun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36985/qa4k6692

Abstract

Kualitas pelayanan berperan penting dalam suatu perusahaan disaat persaingan di bidang bisnis terjadi sangat ketat dan terus berubah. Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan nasabah, kualitas pelayanan terhadap loyalitas nasabah, kepuasan nasabah terhadap loyalitas nasabah, dan kepuasan nasabah dalam memediasi pengaruh kualitas pelayanan terhadap loyalitas nasabah di Bank Syariah Indonesia. Jenis penelitian yang digunakan adalah penelitian kuantitatif dan desain penelitian yang digunakan adalah desain riset kausal. Subjek dalam penelitian ini adalah nasabah di Bank Syariah Indonesia dan objek dalam penelitian ini adalah kualitas pelayanan, kepuasan nasabah, dan loyalitas nasabah. Data dikumpulkan dengan pencatatan dokumen dan metode kuesioner, dengan analisis PLS dengan software SmartPLS. Hasil penelitian menemukan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, kualitas pelayanan tidak berpengaruh signifikan terhadap loyalitas nasabah, kepuasan nasabah berpengaruh positif dan signifikan terhadap loyalitas nasabah, dan kepuasan nasabah memediasi sempurna pengaruh kualitas pelayanan terhadap loyalitas nasabah. Hasil penelitian ini diharapkan dapat membantu penelitian masa depan dalam memperhatikan factor - faktor yang dapat mempengaruhi loyalitas nasabah.  Hasil studi ini juga diharapkan dapat menambah pengetahuan baru yang akan memperkaya teori manajemen manajemen pemasaran maupun teori perilaku organisasi, khususnya yang terkait dengan loyalitas nasabah
Peran Job Satisfaction dalam mediasi hubungan Strategic Flexibility dan Strategic Innovation dengan Employee Performance Chamdan Purnama; Mirhamida Rahmah; Dinda Fatmah; Syaiful Hasani; Yusriyah Rahmah; Zakiyah Zulfa Rahmah; Sugeng Mulyono; Chairul Anam
Jurnal Nusantara Aplikasi Manajemen Bisnis Vol 10 No 1 (2025): Jurnal Nusantara Aplikasi Manajemen Bisnis
Publisher : UNIVERSITAS NUSANTARA PGRI KEDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/nusamba.v10i1.22305

Abstract

Research aim: This study examines the relationships between strategic flexibility, behaviour innovation, Employee engagement, Job satisfaction, and employee Performance within SMES in the clothing sector in East Java. It also provides empirical evidence of causal interactions among these variables. Method: An explanatory approach was employed with a sample of 160 employees from SMES in Bangkalan, Sidoarjo, Tulungagung, and Mojokerto, selected via cluster sampling. Data were collected using a Likert-scale questionnaire and analysed using PLS-SEM with Smartpls 4. Research Finding: The findings show that strategic flexibility positively and significantly influences employee Performance and Job satisfaction. Behaviour innovation negatively impacts employee Performance but positively affects Job satisfaction. Employee engagement positively influences employee Performance but is not significant for Job satisfaction. Job satisfaction partially mediates the relationship between strategic flexibility and employee Performance and fully mediates the relationship between behaviour innovation and employee Performance. Theoretical contribution: This study challenges existing assumptions about the link between Employee engagement and Job satisfaction, expanding understanding in the context of SMES. Practical implication: The findings suggest that SME managers should enhance strategic flexibility and focus on Job satisfaction to improve employee Performance while carefully managing behaviour innovation. Research Limitations: This study has several limitations. First, the study was only conducted on MSMES in the clothing sector in East Java. Second, the data collection method used a Likert-scale questionnaire. Third, the quantitative approach with PLS-SEM provides an understanding of causal relationships but does not explore other factors that may play a role.
Co-Authors Binti Mutfarida Chairul Anam Chamdan Purnama Fatmah, Dinda Mirhamida Rahmah Mirhamida Rahmah Rahmah, Yusriyah Sugeng Mulyono Yuliani Yusriyah Rahmah Zakiyah Zulfa Rahmah