scholarly journals Does Talent Management Practices Impact Service Quality in Nigeria?

2020 ◽  
Vol 55 (5) ◽  
Author(s):  
Jimoh ◽  
Adams Lukman ◽  
Daisy Mui Hung Kee ◽  
Odebunmi ◽  
Abayomi Tunde
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Management Practices ◽  
Talent Management ◽  
Equation Modeling ◽  
Quality Improvements ◽  
Talent Retention ◽  
The Government ◽  
Attraction And Retention ◽  
The Relationship

Over the years, the field of talent management has attracted much attention among stakeholders. Therefore, this present study aims to explicitly state whether talent management impacts service quality. The population of the study was 275 employees of the National Institute for Labour Studies. However, the study purposely administered 250 questionnaires because we had to use structural equation modeling analysis to analyzed the collected data. The outcomes of the analysis our result have confirmed the following: (1) talent attraction have an impact on service quality, (2) talent retention affect service quality, (3) reward strategy affects service quality, (4) The relationship between talent attraction and service quality mediated by reward strategy, and (5) The relationship between talent retention and service quality mediated by reward strategy. Based on our findings, it can be inferred that service quality improvements have been influenced by attraction and retention of talent, and a weak relationship between the variables can be strengthened through a reward strategy. This study contributed to a different system of talent management and service quality relationships that should be included in strategic planning. Therefore, the institutes, other organizations, and the government can use employ attraction and retention talent to improve service quality in their realm.

Modeling Service Quality and Satisfaction of Evacuation Center Using Partial Least Squares Structural Equation Modeling (PLS-SEM)

2021 ◽  
Vol 12 (3) ◽  
pp. 20-33
Author(s):  
Siti Falindah Padlee ◽  
Siti Zulaieqa Mohd Hat ◽  
Hayatul Safrah Salleh ◽  
Siti Nur
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Monsoon Season ◽  
Health And Safety ◽  
Equation Modeling ◽  
Perceived Service Quality ◽  
Continuous Quality ◽  
Level Of Satisfaction ◽  
The Government ◽  
The Relationship

The objective of the study was to examine the relationship between evacuees' perception of service quality and their level of satisfaction on the services provided at the evacuation center. The measurement of the relationship between the constructs was analyzed by using the PLS-SEM. About 600 questionnaires were administered in three locations—Kemaman (Terengganu), Kuala Krai (Kelantan), and Temerloh (Pahang)—that are severely affected by floods during the monsoon season from November to March. The results revealed that evacuees' perceived service quality on the seven dimensions of services such as food catering, health and safety, transportation, volunteers, site services, telecommunication, and special facilities for special needs significantly influence their overall satisfaction. The outcome was the identification of seven key service variables of an evacuation center that have impacted to evacuees' overall satisfaction. This study hopes to assist the government in providing continuous quality of services to evacuees in the evacuation center in Malaysia.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals Direct effects of knowledge management practices on organizational performance

2020 ◽  
Vol 37 (1) ◽  
pp. 30-37
Author(s):  
Edwin Alexander Henao-García ◽  
Nelson Lozada ◽  
Jose Arias-Pérez
Keyword(s):  
Knowledge Management ◽  
Organizational Performance ◽  
Structural Equation ◽  
Management Practices ◽  
Equation Modeling ◽  
Feedback Systems ◽  
Nonfinancial Performance ◽  
Knowledge Management Practices ◽  
The Impact ◽  
The Relationship

The relationship between knowledge management (KM) and firm performance is an interesting field for both scholars and practitioners. Despite the extant literature, more studies are required in order to clarify the abovementioned relationship. The purpose of this article is to examine the impact of KM practices on financial and nonfinancial performance. KM practices are knowledge creation practices, continuous learning practices (CLP), knowledge and feedback systems (KFS), and management of employees’ individual competencies. Methodologically the study uses partial least squares structural equation modeling. The results show that KFS affect firms’ financial performance and that CLP do not influence oneither financial or nonfinancial performance.

scholarly journals PENGARUH RELIGITAS, KUALITAS LAYANAN DAN TRUST TERHADAP LOYALITAS NASABAH BANK SYARIAH DI KOTA BOGOR

2018 ◽  
Vol 17 (2) ◽  
pp. 189
Author(s):  
Soegeng Wahyoedi ◽  
Hery Winoto
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Islamic Law ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Islamic Bank ◽  
The Government

ABSTRACT The role of Islamic banking in the national economy becomes more strategic as the government is facing fiscal limitation in funding the development. The growth of Islamic banking, a bank managed by implementing the principles of Islamic law, has not been satisfactory. This can be examined by referring to the role of Islamic banking in national banking which is  till in the rate of less than 5 percent. This research aims to observe the influences of religiosity and service quality on trust and customer loyalty, as well as to observe the influence of trust on customer loyaltyof Islamic Bank in Bogor. By collecting 76 samples of Islamic bank customers in Bogor and utilizing structural equation modeling partial least square (SEM-PLS) as the technique of analysis, it is revealed that the aspects of religiosity and service quality are influential on loyalty if it is supported by trust. Meanwhile, the trust itself has a positive influence on loyalty. The finding implies that to increase the loyalty of Islamic bank customers, customer trust should be built. 

scholarly journals Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

2016 ◽  
Vol 2 (04) ◽  
Author(s):  
Pribanus Wantara
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Development ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists

scholarly journals The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

2020 ◽  
Vol 4 (1) ◽  
pp. 46-55
Author(s):  
Roby Nurismartian ◽  
Prof. Ir. Hendra Michael Roy Sembel, MBA., Ph.D., CSA
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Significant Variable ◽  
Insurance Company ◽  
Mediating Role ◽  
The Relationship

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals EXPLORING THE RELATIONSHIP BETWEEN HUMAN RESOURCES MANAGEMENT PRACTICES IN THE HOSPITALITY SECTOR AND SERVICE INNOVATION IN JORDAN: THE MEDIATING ROLE OF HUMAN CAPITAL

2021 ◽  
Vol 35 (2) ◽  
pp. 507-514
Author(s):  
Rami MAHMOUD ◽  
◽  
Ahmad A. AL-MKHADMEH ◽  
Omar A. ALANANZEH ◽  
Ra’ed MASA’DEH ◽  
...  
Keyword(s):  
Human Capital ◽  
Human Resources ◽  
Structural Equation ◽  
Management Practices ◽  
Human Resources Management ◽  
Service Innovation ◽  
Equation Modeling ◽  
Resources Management ◽  
Hospitality Sector ◽  
The Relationship

This study is aimed to explore the relationship between Human Resources Management (HRM) and innovation in services and whether such a relationship is mediated by human capital. The data was gathered from the hospitality sector in Jordan. To evaluate the proposed hypotheses, Structural Equation Modeling (SEM) was used via partial modeling of least squares. The research findings provide clear evidence that the Service Innovation of Jordan's hospitality was positively influenced by HRM activities and human resources. The results show many practical and theoretical effects. Results will help the hospitality sector grow creativity in their services by HRM practices and establish proper use of human capital in their employees through innovation cults. This is one of the few studies that studied the relationship between HRM activities and the sufficient of human capital on hospitality in a developing country, Jordan.

scholarly journals Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih

2021 ◽  
Vol 2 (2) ◽  
pp. 316-335
Author(s):  
Alan Rusdiana ◽  
L Suparto LM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Negative Effect ◽  
Core Service ◽  
The Relationship ◽  
Positive Effect

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”. The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction. The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software. The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

scholarly journals Relationship and Impact of Service Quality, Destination Image, on Customer Satisfaction and Revisit Intention to Syariah Destination in Madura, Indonesia

2021 ◽  
Vol 6 (6) ◽  
pp. 209-215
Author(s):  
Pribanus Wantara ◽  
S. Anugrahini Irawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Empirical Studies ◽  
Destination Image ◽  
Equation Modeling ◽  
Positive Contribution ◽  
Tourist Satisfaction ◽  
Revisit Intention ◽  
The Relationship

Madura is one of the sharia tourist attractions in Indonesia, so many local and foreign tourists come to Madura Island to carry out sharia tours by visiting Islamic places such as mosques, tombs of the great Madurese clerics, and halal culinary places. In the conditions of the COVID-19 pandemic which has been going on for one year, government policy has closed these sharia tourist spots. However, since the number of Covid 19 cases, especially on Madura Island, has decreased significantly, the government has allowed opening these sharia tourist spots with the provisions of health protocols. The purpose of this study is to examine the relationship between service quality, destination image, and customer satisfaction on the revisit intention of tourists to tour destination religious in Madura. Data were collected from a questionnaire survey and empirical studies were conducted using structural equation modeling (SEM) to test the hypotheses, as well as the structural relationships between these factors. The results of empirical studies confirm that service quality and destination image make a positive contribution to tourist satisfaction, then that the service quality contribute to the revisit intention, but the destination image does not contribute to the revisit intention, and tourist satisfaction contributes positively to the revisit intention. Furthermore, this study also contributes to the managers of sharia tourist destinations in Madura to analyze the relationship between service quality attributes and destination image to revisit intention by improving the services provided, thereby contributing to increasing the number of tourists, and implementing sustainable service quality policies.

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