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All Journal Journal Economics Technology and Entrepreneur AT TARIIZ : Jurnal Ekonomi dan Bisnis Islam
Suleman, Nursaban Rommy
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Industrial & Manufacturing Engineering Social Sciences Other

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THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY ON CUSTOMER SATISFACTION AT BANK SULTRA MAIN BRANCH KENDARI Azis Muthalib, Dzulfikri; Juharsah, Juharsah; Suleman, Nursaban Rommy; Naim, Ifin; Masse, Ambo
Journal Economics Technology And Entrepreneur Vol 4 No 01 (2025): ECOTECHNOPRENEUR : JOURNAL ECONOMICS, TECHNOLOGY AND ENTREPRENEUR
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/ecotechnopreneur.v4i01.1452

Abstract

This study aims to analyze the simultaneous and partial effects of service failure and service recovery on customer satisfaction at Bank Sultra Main Branch Kendari. The research method used is quantitative with a multiple linear regression approach. Data were collected through questionnaires distributed to 73 respondents and analyzed using F-test, t-test, and coefficient of determination analysis. The results show that service failure and service recovery simultaneously have a significant effect on customer satisfaction. However, partially, only service recovery has a significant influence, while service failure does not show a significant impact. This indicates that customer satisfaction is more influenced by the bank's ability to manage and resolve service failures rather than the failures themselves. These findings support justice theory and previous literature emphasizing the critical role of service recovery in maintaining customer satisfaction.
THE INFLUENCE OF EDUCATION, TRAINING AND CAREER DEVELOPMENT ON ASN PERFORMANCE Setiawan, Andi Arif; Hatani, La; Suleman, Nursaban Rommy; Indalestari, Wa Ode Dien; Usman, Usman
AT TARIIZ : Jurnal Ekonomi dan Bisnis Islam Vol 4 No 04 (2025): AT TARIIZ : JURNAL EKONOMI DAN BISNIS ISLAM
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/attariiz.v4i04.1845

Abstract

This study aims to examine and explain the effect of education, training, and career development on the performance of Civil Servants, both simultaneously and partially. A quantitative approach was employed with data collected cross-sectionally through questionnaires distributed to 37 respondents at the Ministry of Religious Affairs Office in Bombana Regency. The data were analyzed using multivariate regression analysis. The findings reveal that education, training, and career development simultaneously have a positive and significant effect on civil servants’ performance. Partially, each variable also has a positive and significant influence on performance improvement. These results indicate that better implementation of education, training, and career development contributes to higher performance levels among civil servants. Furthermore, respondents’ perceptions support these findings, suggesting that the implementation of education, training, and career development within the organization has been conducted effectively.
Co-Authors Andi Arif Setiawan, Andi Arif Indalestari, Wa Ode Dien Juharsah, Juharsah La Hatani Masse, Ambo Muthalib, Dzulfikri Azis Naim, Ifin Usman Usman