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All Journal Jurnal Ilmiah Manajemen Kesatuan
Khairani Ratnasari Siregar
Universitas Telkom, Indonesia
Economics, Econometrics & Finance Social Sciences

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The Influence of Service Quality, Work Efficiency, and Innovation on Loyalty through Satisfaction M Bagus Prima Setiawan; Anton Mulyono Azis; Khairani Ratnasari Siregar; Karmilah Abdullah
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3815

Abstract

The shipyard industry in Batam plays a vital role in supporting Indonesia's maritime economy. PT Biro Klasifikasi Indonesia (BKI) Batam Branch, as a national classification body, faces challenges in new ship supervision, including inefficient work areas and limited surveyor resources. This study aims to analyze the influence of service quality, work area efficiency, and service innovation on service loyalty through shipyard satisfaction. A quantitative method using PLS-SEM was employed, involving 129 shipyard respondents. Results show that all three independent variables significantly and positively affect satisfaction, which in turn mediates their influence on service loyalty. The results of the study indicate that service quality, work area efficiency, and service innovation significantly contribute positively to shipyard satisfaction levels, which in turn substantially influence loyalty to the service. Customer satisfaction has been proven to play a significant mediating role in bridging the influence of these three variables on loyalty. These findings support the validity of the Disconfirmation of Expectations theory and underscore the urgency of digital innovation as a strategic approach to enhancing competitive advantage. Therefore, this study recommends improving operational efficiency, conducting continuous technical training, and accelerating digital transformation as priority policies to strengthen the service performance of PT BKI Batam Branch.
The Effect of Change Management and Knowledge Management on Organizational Performance: The Mediating Effect of Innovation Capability Encep Sania; Khairani Ratnasari Siregar; Jamilah Ahmad
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.3824

Abstract

This study investigates how change management and knowledge management affect organizational performance through the mediating influence of innovation capability in an Indonesian IT managed services provider navigating digital transformation challenges. The main objective of this research is to investigate the direct and indirect effects of change management and knowledge management on organizational performance through the mediating influence of innovation capability. A quantitative explanatory approach was employed, with data collected via structured questionnaires from 120 employees actively involved in relevant processes at the company. Variance-based structural equation modeling using SmartPLS software analyzed the relationships among the constructs. The results indicate that knowledge management has a strong positive effect on innovation capability, which in turn significantly influences organizational performance. Innovation capability partially mediates the relationship between knowledge management and organizational performance. In contrast, change management shows no significant effect on innovation capability or its mediation role, though it directly contributes to organizational performance. The model explains moderate variance in both innovation capability and organizational performance. In conclusion, knowledge management primarily drives innovation-led performance in this digital service context, whereas change management supports performance through operational alignment rather than creative mechanisms.
Co-Authors Anton Mulyono Azis Encep Sania Jamilah Ahmad Karmilah Abdullah M Bagus Prima Setiawan