HUBUNGAN INTERNAL SERVICE QUALITY DENGAN LOYALITAS PELANGGAN

Pendahuluan:. Kepuasan yang berulang akan memberikan loyalitas tersendiri untuk pelanggan, loyalitas akan menimbulkan rasa kebanggaan tersendiri bagi pelanggan untuk mendapatkan layanan yang telah diterima. Tujuan: untuk menganalisis hubungan internal service quality dengan loyalitas pelanggan dalam melakukan advokasi pelayanan pasien obstetry dan gynaecologi di ruang rawat inap Thaif Rumah Sakit Islam Surabaya. Metode: pengolahan data sekunder dari data kepuasan pasien Unit Humas dan Pemasaran RS Islam Surabaya pada bulan Agustus 2020 dengan jumlah sumber informasi adalah sebesar 63 pasien. Pengolahan data dilakukan dengan SPSS 16 dengan menggunakan uji chi square yang menguji dua variable berbeda yang berbentuk nominal untuk mencari uji hubungan secara non para metricmenguji hubungan antara Internal Service Quality dengan Loyalitas pelanggan dengan menggunakan metode Chi Square. Hasil: sebagian besar pelanggan didominasi dengan usia 25 – 35 Tahun, dengan jarak tempat tinggal kurang dari 10 Kilometer dan lama mengenal RS Islam Surabaya kurang dari 5 Tahun,kebanyakan pelanggan mendapatkan informasi dari website. Alasan pelanggan menggunakan layanan RS Islam Surabaya memiliki letak yang strategis. Pelanggan juga merasakan internal service quality dan loyalitas yang tinggi Kesimpulan: didapatkan hubungan yang kuat antara internal service quality dan loyalitas pelangga

strength of internal service quality on employee’s turnover intention and job satisfaction to organizational commitment

The purpose of this research is to examine the direct and indirect effects of internal service quality (ISQ) on turnover intention through job satisfaction and organizational commitment as mediating variables. There were 208 employees of Banks in Ternate, Indonesia, participating as the subjects of this research. In this research, Staying or Leaving Index, Job Descriptive Index, Organizational Commitment Scale and SERVQUAL are used to measure employee’s turnover intention, job satisfaction, organizational commitment, and ISQ, respectively. In the data analysis, a Path Process Micro Analysis was employed. The result of data analysis showed that ISQ has a direct effect on job satisfaction, organizational commitment, and turnover intention. Indirectly, ISQ also has an effect on turnover intention through job satisfaction and organizational commitment. Directly, the effect of ISQ on turnover intention is higher than indirect effect through mediating variables. The implication of this research results will be specially presented in the discussion.

Pengaruh Internal Service Quality (INTQUAL) terhadap Kepuasan Karyawan di RS Islam Ahmad Yani Surabaya

The job satisfaction that employees get at the organization depends on whether or not the employee's needs are met. Employee needs that can be met will provide job satisfaction. The greater the employee's needs that can be met, the higher the employee's job satisfaction. Meanwhile, if the employee's needs are not met, the employee will have dissatisfaction. Objective: To identify the influence of internal service quality (intqual) on employee satisfaction at RSIAS. Methods: This study analyses an employee satisfaction survey conducted in 2020 using a cross-sectional study design. Population of this research is all employees in RSIAS. The sample of this study is also all employees in RSIAS, which is 421 people. The satisfaction survey is filled in using a score of 1 to 5, then averaged so that a score is obtained to determine the category of each aspect. The data obtained were analyzed based on the theory of internal service quality and employee satisfaction, then tested using a multiple linear regression statistical test model to determine the effect of internal service quality (intqual) on employee satisfaction at RSIAS. Results: The results of statistical tests showed that the value of p = 0.000, meaning that internal service quality has an effect on employee job satisfaction because the value of p <0.05. Several aspects of internal service quality affect job satisfaction, namely the aspects of tools, policies and procedures, management support, goal alignment, effective training and reward and recognition.

Pengaruh Kualitas Layanan Internal dan Kepuasan Kerja terhadap Kinerja Karyawan Hotel

This research was conducted to analyze the influence of internal service quality on job performance, analyze the influence of job satisfaction on job performance, and analyze the influence of internal service quality and job satisfaction on job performance at The Ritz-Carlton Bali. Questionnaires as the data collection technique were distributed to employees at The Ritz-Carlton Bali as the respondents. The total samples were 85 respondents which identified using simple random sampling technique and Slovin formula as sampling technique. The measurements of this research used a Likert scale. The methods of data analysis used were classic assumption testing, coefficient determination, hypothesis test, and testing by SPSS version 24. The results of data analysis indicated that internal service quality has a positive and significant effect on job performance at The Ritz-Carlton Bali as proven by the value of tcount (3,259) > ttabel (1,663). Job satisfaction has a positive and significant effect on job performance at The Ritz-Carlton Bali as proven by the value of tcount 2,742 > ttabel (1,663). and Internal service quality and job satisfaction simultaneously have a contributing is 5,21% through to the job performance. While the other remaining 4,79% is influenced by the other variable studied in this research.

More than lip service to internal market orientation: a multilevel investigation of the role of internal service quality

Purpose Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction and internal service quality in the field of hospitality and tourism. Design/methodology/approach This study examines the cross-level effects of internal service quality through a time-lagged field study with multilevel structural equation modeling analysis that involved 667 frontline employees from 40 casino hotels. Findings The results reveal the IMO has an indirect effect on affective and normative organizational commitments through the interaction of job (task) satisfaction with internal service quality, such that internal service quality compensates for relatively low levels of job (task) satisfaction. While no indirect effect is found on continuance organizational commitment. Research limitations/implications This study extends the service-profit chain by integrating self-determination theory and by investigating IMO’s indirect effects on commitment through the interaction between job (task) satisfaction and internal service quality. Practical implications The study provides practical solutions to the employee servicing and employee retention dilemmas faced by casino organizations. Originality/value This study advances the service-profit chain literature by proposing and theorizing an internal process of IMO, through the cross-level buffering effect of internal service quality on the relationship between job (task) satisfaction and organizational commitment. This study further presents the theoretical and managerial implications by understanding how employees’ perceptions and interpretations of IMO affect their commitment.