The Influence of Service Standards and Work Culture on Customer Satisfaction through Employee Performance
(Case Study on Public Services Recognition of Information Security Consulting Institutions and Certification Institutions at BSSN)
DOI:
https://doi.org/10.61194/ijss.v6i2.1701Keywords:
Service Standards, Work Culture, Employee Performance, Customer SatisfactionAbstract
This study examines the impact of service standards and work culture on customer satisfaction through employee performance in recognition of Information Security Consulting Institutions and Certification Institutions service at BSSN. The novelty of this research lies in the composition of variables and models used. Previous studies have analyzed the relationship between service standards, work culture, and customer satisfaction, indicating that both factors positively influence customer satisfaction and employee performance. However, no similar research has been conducted at BSSN, making this study valuable for policy improvements to enhance customer satisfaction through better service standards and provider performance. This research employs a quantitative method using primary data collected from questionnaires distributed to 70 respondents who use BSSN services. Data analysis uses variance-based SEM (PLS) with SMART PLS 3.0. The findings reveal that service standards, work culture, and employee performance positively influence customer satisfaction. All hypotheses are accepted, confirming that service standards and work culture, both individually and simultaneously, positively impact employee performance and customer satisfaction.
References
Abdillah, W., & Hartono, J. (2015). Partial least square (PLS) Alternatif structural equation modeling (SEM) dalam penelitian bisnis. (22nd ed.). CV. Andi Offset.
Armstrong, G. (2018). Principles of Marketing 7e. Pearson Australia.
Chin, W., & Dibbern, J. (2010). Handbook of partial least squares: Concepts, methods and applications. Springer Berlin Heidelberg.
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences Second Edition. Lawrence Erlbaum Associates.
Edison, E., Anwar, Y., & Komariah, I. (2018). Manajemen Sumber Daya Manusia. Alfabeta.
Evi Satispi, Ms., Ahmad Dahlan, J. K., & Selatan, T. (2018). Teori dan Perkembangan Manajemen Pelayanan Publik. UMJ Press.
Ghozali, I., & Latan, H. (2015). Partial least squares konsep, teknik dan aplikasi menggunakan program smartpls 3.0 untuk penelitian empiris. Badan Penerbit UNDIP.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. Cengage. www.cengage.com/highered
Hair, J., Hult, T., Ringle, C., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Second Edition. SAGE.
Hamonangan, D., Marzuki, F., & Surbakti, L. P. (2021). Pengaruh Lingkungan Kerja, Beban Kerja, dan Budaya Organisasi Terhadap Kinerja Pegawai BNN Jakarta Timur Selama Pandemi COVID-19. PROSIDING BIEMA Business Management, Economic, and Accounting National Seminar, 2, 94–108. https://conference.upnvj.ac.id/index.php/biema/article/view/1674/1145
Humairo, A., Al Azroh, D., Azhari, D. F., & Huda, B. (2023). Analisis Implementasi Sistem Manajemen Mutu ISO 9001:2015 Terhadap Kepuasan Pelanggan Dengan Kualitas Layanan. 1(2), 2985–492. https://doi.org/10.51771/jumper.v1i2.441
Kadek Budiantara, I., & Rinayanthi, N. M. (2024). Standar Pelayanan Prima Terhadap Kepuasan Pelanggan Excellent Service Standards to Customer Satisfaction. Jurnal Pariwisata Dan Bisnis), 03(5), 724–731. https://doi.org/10.22334/paris.v3i5
Karimah, Y. I., Kepemimpinan, A. K., Budaya, D., Terhadap, O., & Pelanggan, K. (2016). Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya). Business and Finance Journal, 1. https://doi.org/10.33086/bfj.v1i1.281
Kotler, P. (2018). Principles of Marketing 17th Edition. Pearson.
Lubis, L. (2018). Analisis Pengaruh Kualitas Pelayanan dan Kinerja Karyawan Terhadap Kepuasan Pelanggan (Studi Kasus Pada KOPMA UMS) [Universitas Muhammadiyah Surakarta]. https://eprints.ums.ac.id/67701/11/NASKAH%20PUBLIKASI%20.pdf
Mangkunegara, A. P. (2005). Evaluasi Kinerja SDM. Refika Aditama.
Mardiana, D., Susilawati, W., & Sartika Iriany, I. (2023). Pengaruh Budaya Organisasi Terhadap Kinerja Pelayanan Puskesmas dalam Mewujudkan Mutu Pelayanan Puskesmas. Jurnal Birokrasi & Pemerintah Daerah, 5(3). https://doi.org/10.15575/ministrate
Nursiti, D., Fedrick, D., & Psikologi, P. (2018). Pengaruh Kinerja Karyawan Terhadap Kepuasan dan Loyalitas Pelanggan Chatime Focal Point Medan. Jurnal Psychomutiara, 2(1), 46–56. https://doi.org/https://garuda.kemdikbud.go.id/documents/detail/1738196
Oliver, R. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Priansa, D. (2017). Komunikasi Pemasaran Terpadu pada Era Media Sosial. CV. Pustaka Setia.
Ratih, D. N. (2024). Pengaruh Penerapan Standar Operasional Prosedur (SOP) dan Kualitas Pelayanan Frontliner Terhadap Tingkat Kepuasan Nasabah (Studi Kasus : BSI KCP Cirebon Arjawinangun) [Institut Agama Islam Negeri Syekh Nurjati Cirebon]. http://repository.syekhnurjati.ac.id/id/eprint/13127
Riau, D. P., Rulinawaty, Siswahyudi, D., & Muhtarom. (2024). Strategies for Implementing Building Operability Certificate to Improve Performance of Building Management: A Case Study in Probolinggo City, Indonesia. Scientific World Journal, 2024. https://doi.org/10.1155/2024/8749628
Rifdah, S., & Hasan, A. (2022). Buku Ajar Budaya Organisasi. UMSIDA Press.
Robbins, S., & Judge, T. (2017). Organizational Behavior 17th Edition. Pearson Education. http://www.pearsonmylabandmastering.com
Sabaruddin, Syamsul Alam, & Tora Akadira. (2024). Pengaruh Integritas Implementasi Kebijakan dan Kualitas Pelayanan Terhadap Kepuasan Masyarakat dalam Pembuatan Kartu Tanda Penduduk Elektronik. Journal Publicuho, 7(3), 1502–1516. https://doi.org/10.35817/publicuho.v7i3.514
Sugiyono. (2013). Metode Penelitian Kuantitatif Kualitatif dan R&D. CV. Alfabeta.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif, R&D. Alfabeta.
Widagdo, S. (2020). Penilaian Kinerja, Budaya Kerja & Kepemimpinan: Optimalisasi Peningkatan Kinerja Guru. Mandala Press.
Zahra Nadhira Islamy, Titin Wardaini, Syukri Ramadhan, Adiprana Mahendra, Adrianto Nurul Rizky, & Vivi Nila Sari. (2024). Pengaruh Membangun Budaya Organisasi dalam Meningkatkan Produktivitas untuk Memenuhi Kepuasan Pelanggan CV Family Group Kerupuk Jangek. SAFARI :Jurnal Pengabdian Masyarakat Indonesia, 4(3), 138–144. https://doi.org/10.56910/safari.v4i3.1605
Zeng, N., Liu, Y., Gong, P., Hertogh, M., & König, M. (2021). Do right PLS and do PLS right: A critical review of the application of PLS-SEM in construction management research. Frontiers of Engineering Management, 8(3), 356–369. https://doi.org/10.1007/s42524-021-0153-5
