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All Journal Jesocin : Journal of Jabar Economic Society Networking Forum Jesocin : Journal of Economics, Accounting, Business, Management, Engineering and Society
Ferdiyan, Rendra
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Religion Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Library & Information Science Social Sciences

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The Influence of Speed of Service Time, Officer Competence, Facilities and Infrastructure on Service Quality and Its Impact on Customer Satisfaction(Study on Services at the Jambi Provincial Health Laboratory Center) Ferdiyan, Rendra; Yuliaty, Farida; Rulia
Journal of Jabar Economic Society Networking Forum Vol. 1 No. 5 (2024): Jesocin - April
Publisher : Organisasi Kreatif Indonesia Emas

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Abstract

This study aimed to analyze the direct and indirect effects of the speed of service time, the competence of officers, and facilities and infrastructure on customer satisfaction which was mediated by service quality. The research was conducted at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The populations in this study were customers who used services at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The sample in this study was selected using the accidental sampling method, which were service users of Technical Services Unit of Jambi Provincial Health Laboratory Center whom were met by researchers randomly. In this research, data analysis used the Partial Least Square (PLS) approach. The research results showed that: speed of service time, and facilities and infrastructure had a direct influence on service quality and customer satisfaction, while officer competency had a direct influence on service quality but has no direct influence on customer satisfaction. Meanwhile, speed of service time and officer competency had indirect influence on customer satisfaction which was mediated by service quality, while facilities and infrastructure did not have indirect influence on customer satisfaction which was mediated by service quality.
The Influence of Speed of Service Time, Officer Competence, Facilities and Infrastructure on Service Quality and Its Impact on Customer Satisfaction(Study on Services at the Jambi Provincial Health Laboratory Center) Ferdiyan, Rendra; Yuliaty, Farida; Rulia
Journal of Jabar Economic Society Networking Forum Vol. 1 No. 5 (2024): Jesocin - April
Publisher : Organisasi Kreatif Indonesia Emas

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aimed to analyze the direct and indirect effects of the speed of service time, the competence of officers, and facilities and infrastructure on customer satisfaction which was mediated by service quality. The research was conducted at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The populations in this study were customers who used services at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The sample in this study was selected using the accidental sampling method, which were service users of Technical Services Unit of Jambi Provincial Health Laboratory Center whom were met by researchers randomly. In this research, data analysis used the Partial Least Square (PLS) approach. The research results showed that: speed of service time, and facilities and infrastructure had a direct influence on service quality and customer satisfaction, while officer competency had a direct influence on service quality but has no direct influence on customer satisfaction. Meanwhile, speed of service time and officer competency had indirect influence on customer satisfaction which was mediated by service quality, while facilities and infrastructure did not have indirect influence on customer satisfaction which was mediated by service quality.
Co-Authors Farida Yuliaty Rulia