Dimension Effect of Tangibles, Reliability, Responsiveness, Assurance, Empathy, Leadership towards Employee Satisfaction

A University in Bali

Authors

  • Luh Kadek Budi Martini Faculty of Economics, Mahasaraswati University Denpasar-Indonesia
  • Ida Bagus Raka Suardana Faculty of Economics & Business (FEB) Undiknas University, Denpasar-Indonesia
  • I Nengah Dasi Astawa Faculty of Economics & Business (FEB) Undiknas University, Denpasar-Indonesia

Keywords:

Internal Customer, Internal Marketing, Customer Satisfaction

Abstract

The present research was intended for analyzing dimension effect of tangibles, reliability, responsiveness, assurance, empathy, and leadership towards employee satisfaction in the University. The objective research was the head office of Public University in Bali. It was a limited population of the civil servants whose minimal working time was one year. The number of samples in the present research was 185. The sampling technique used was stratified proportional random sampling. Data analysis was conducted by using structural equation model supported with AMOS 20.0. The results of data analysis were obtained that only dimension of empathy mastering a significant effect on satisfaction for an internal customer in the University in Bali.

Downloads

Download data is not yet available.

References

Basak, A., & Khanna, K. (2017). A Study on the Selection Criteria of Different Hotels of Delhi NCR in Accordance to the HR Policies and Market Trends. International Journal of Social Sciences and Humanities (IJSSH), 1(1), 27-38.

Lestari. (2006). Analisis Kualitas Pelayanan Dan Kepuasan Pelanggan Telkom Flexi Kakandatel Bali, Tesis. Magister Manajemen, Program Pascasarjana Universitas Pendidikan Nasional Denpasar.

Omer, A. M. (2017). Sustainable Development and Environmentally Friendly Energy Systems. International Journal of Physical Sciences and Engineering (IJPSE), 1(1), 1-39.

Rangkuti, F. (2015). Riset pemasaran. Gramedia Pustaka Utama.

Sulieman, A. (2013). Basic dimensions of the (SERVQUAL model) and its impact on the level of customer satisfaction: an empirical study of the housing bank in Karak, Jordan. European Scientific Journal, ESJ, 9(1).

Surtha. (2003). Analisis Kinerja Pelayanan dan Tingkat Kepentingan Mahasiswa Terhadap Pelayanan Pendidikan di Universitas Hindu Indonesia. Denpasar, Jurnal Manajemen dan Bisnis, Edisi Agustus,Vol.1., Program Pascasarjana Universitas Pendidikan Nasional, Denpasar.

Sutapa, I. K., Sutapa, I. N., & Susila, I. N. D. (2017). Implementation of Active Rest in Participatory Ergonomics Decrease Workload and Women Musculoskeletal Complaints of Parking in Mall Ramayana Denpasar. International Journal of Life Sciences (IJLS), 1(2), 48-54.

Tjiptono, F. (1997). Prinsip-prinsip total quality service. Yogyakarta: Penerbit Andi.

Tjiptono, F. (2000). Manajemen Jasa Penerbit Andi: Yogyakarta.

Tjiptono, F. (2005). Pemasaran jasa. Malang: Bayumedia Publishing, 104.

Triyono, Didi. (2005). Analisis Persepsi Pelanggan Internal Terhadap Kualitas Pelayanan, PT. Waskita Karya Wilayah VIII, Tesis. Magister Manajemen, Progam Pascasarjana Universitas Pendidikan Nasional Denpasar.

Widodo, Joko. (2006). Membangun Learning Organization Sebagai Piranti Menemukan Jati Diri Pemimpin, Bahan Ajar Diklatpim II, Jawa Timur.

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.

Published

2018-03-20

How to Cite

Martini, L. K. B., Suardana, I. B. R., & Astawa, I. N. D. (2018). Dimension Effect of Tangibles, Reliability, Responsiveness, Assurance, Empathy, Leadership towards Employee Satisfaction: A University in Bali. International Research Journal of Management, IT and Social Sciences, 5(2), 210–215. Retrieved from https://sloap.org/journals/index.php/irjmis/article/view/76

Issue

Vol. 5 No. 2 (2018): March

Section

Peer Review Articles
Copyright & Licensing

Articles published in the International Research Journal of Management, IT and Social sciences (IRJMIS) are available under Creative Commons Attribution Non-Commercial No Derivatives Licence (CC BY-NC-ND 4.0). Authors retain copyright in their work and grant IRJMIS right of first publication under CC BY-NC-ND 4.0. Users have the right to read, download, copy, distribute, print, search, or link to the full texts of articles in this journal, and to use them for any other lawful purpose.

Articles published in IRJMIS can be copied, communicated and shared in their published form for non-commercial purposes provided full attribution is given to the author and the journal. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.

This copyright notice applies to articles published in IRJMIS volumes 7 onwards. Please read about the copyright notices for previous volumes under Journal History.