THE INFLUENCE OF SERVICE ASSURANCE, EMPOWERMENT, RESPONSIVENESS IN SERVICE RECOVERY, AND WORK MOTIVATION ON CUSTOMER SATISFACTION THROUGH THE MEDIATING OF SERVICE QUALITY Case Study at PT. Brantas Abipraya (Persero)
Institut Bisnis Nusantara
DOI:
https://doi.org/10.56943/esensi.v28i1.336The purpose of this research is to explore and analyze the influence of service assurance, empowerment, responsiveness in service recovery, and work motivation on customer satisfaction through the mediating role of service quality. This study was designed using a purposive sampling method with 320 respondents who are customers of PT Brantas Abipraya (Persero). Data were analyzed using the Structural Equation Model (SEM) with SmartPLS 4.0. The findings indicate that service assurance, empowerment, responsiveness in service recovery, and work motivation each have a positive influence on customer satisfaction. Furthermore, service quality successfully mediates the influence of service assurance, responsiveness in service recovery, and work motivation on customer satisfaction, but does not mediate the influence of empowerment on customer satisfaction.
Keywords: Service Quality Customer Satisfaction Service Assurance Empowerment
Abdul Aziz, Y. (2009). The Effects Of Emotional Dissonance And Employee’s Empowerment On Service Quality And Customer Satisfaction Perception: Customer Level. Journal Of Economics And Management, 2. Https://Www.Researchgate.Net/Publication/255068470
Abioye, S. O., Oyedele, L. O., Akanbi, L., Ajayi, A., Davila Delgado, J. M., Bilal, M., Akinade, O. O., & Ahmed, A. (2021). Artificial Intelligence In The Construction Industry: A Review Of Present Status, Opportunities And Future Challenges. In Journal Of Building Engineering (Vol. 44). Elsevier Ltd. Https://Doi.Org/10.1016/J.Jobe.2021.103299
Adha, S., & Wandi, D. (2019). Pengaruh Kualitas Pelayanan Dan Lingkungan Fisik Terhadap Kepuasan Konsumen Pada Cafe Unsilent Palembang. Jurnal Bisnis, Manajemen, Dan Ekonomi, 1(1), 23–31.
Agag, G., Shehawy, Y. M., Almoraish, A., Eid, R., Chaib Lababdi, H., Gherissi Labben, T., & Abdo, S. S. (2024). Understanding The Relationship Between Marketing Analytics, Customer Agility, And Customer Satisfaction: A Longitudinal Perspective. Journal Of Retailing And Consumer Services, 77. Https://Doi.Org/10.1016/J.Jretconser.2023.103663
Alshemmari, J. M. H. J. (2023). An Empirical Study On Employee Empowerment Role In Increasing Efficiency Of Employee Performance. Journal Of Logistics, Informatics And Service Science, 10(1), 52–71. Https://Doi.Org/10.33168/LISS.2023.0104
Baird, K., Tung, A., & Su, S. (2020). Employee Empowerment, Performance Appraisal Quality And Performance. Journal Of Management Control, 31(4), 451–474. Https://Doi.Org/10.1007/S00187-020-00307-Y
Fitriati, R. (2020). Pengaruh Pemberdayaan Dan Kompetensi Terhadap Kepuasan Kerja Serta Dampaknya Pada Kinerja Karyawan. Pawiyatan, 28(1), 24-32
Gama, F. H. P., & Utami, A. R. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pintaar.Com. Seminar Nasional Pariwisata Dan Kewirausahaan (SNPK), 3, 202-212.
Gboko, K. C., Faure, G., & Ruf, F. (2021). Does Privatizing Advisory Services Guarantee Better Services? Evidence From Advisory Services Pertaining To Cocoa Certification In Côte d’Ivoire. Journal Of Agricultural Education And Extension, 27(3), 307–323. Https://Doi.Org/10.1080/1389224X.2020.1851269
Giovanni, J., & Sitorus, T. (2020). Pengaruh Kepuasan Kerja Dan Motivasi Kerja Terhadap Kualitas Layanan Dimediasi Oleh Komitmen Organisasi Di PT. Tata Mandiri Daerah (Lippo Group). Journal Of Business And Applied Management, 13(1), 92-101.
Hajiali, I., Fara Kessi, A. M., Budiandriani, B., Prihatin, E., Sufri, M. M., & Sudirman, A. (2022). Determination Of Work Motivation, Leadership Style, Employee Competence On Job Satisfaction And Employee Performance. Golden Ratio Of Human Resource Management, 2(1), 57–69. Https://Doi.Org/10.52970/Grhrm.V2i1.160
Hieu, V. M. (2020). EMPLOYEE EMPOWERMENT AND EMPOWERING LEADERSHIP: A LITERATURE REVIEW. Technium, 7. Www.Techniumscience.Com
Kadarisman, M., Sudewo, G. C., & Pahala, Y. (2016). Pemberdayaan Karyawan Dan Kualitas Pelayanan Pada Perusahaan Pelayaran. Jurnal Ekonomak, 5(2), 46–48.
Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2020). Determinants Of Recovery Satisfaction And Service Loyalty: The Differing Effects Of Service Recovery System And Service Recovery Performance. Journal Of Service Theory And Practice, 30(6), 643–679. Https://Doi.Org/10.1108/JSTP-12-2019-0251
Kuswati, Y. (2020). The Effect Of Motivation On Employee Performance. Budapest International Research And Critics Institute (BIRCI-Journal): Humanities And Social Sciences, 3(2), 995–1002. Https://Doi.Org/10.33258/Birci.V3i2.928
Lepistö, K., Saunila, M., & Ukko, J. (2024). Enhancing Customer Satisfaction, Personnel Satisfaction And Company Reputation With Total Quality Management: Combining Traditional And New Views. Benchmarking, 31(1), 75–97. Https://Doi.Org/10.1108/BIJ-12-2021-0749
Lima, L., Trindade, E., Alencar, L., Alencar, M., & Silva, L. (2021). Sustainability In The Construction Industry: A Systematic Review Of The Literature. In Journal Of Cleaner Production (Vol. 289). Elsevier Ltd. Https://Doi.Org/10.1016/J.Jclepro.2020.125730
Mathew, S., Jose, A., G, R., & Chacko, D. P. (2020). Examining The Relationship Between E-Service Recovery Quality And E-Service Recovery Satisfaction Moderated By Perceived Justice In The Banking Context. Benchmarking, 27(6), 1951–1980. Https://Doi.Org/10.1108/BIJ-07-2019-0323
Murray, W. C., & Holmes, M. R. (2021). Impacts Of Employee Empowerment And Organizational Commitment On Workforce Sustainability. Sustainability (Switzerland), 13(6). Https://Doi.Org/10.3390/Su13063163
Nguyen, P. H. (2021). A Fuzzy Analytic Hierarchy Process (FAHP) Based On SERVQUAL For Hotel Service Quality Management: Evidence From Vietnam. Journal Of Asian Finance, Economics And Business, 8(2), 1101–1109. Https://Doi.Org/10.13106/Jafeb.2021.Vol8.No2.1101
Nurvitasari, L., Et Al. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan D'Booster Jalan Manyar Sakti Kota Pekanbaru. Jurnal MESIR, 19(1), 57-63.
Oetama, S., Susanto, H., Rizwannur, W., Tinggi Ilmu Ekonomi Sampit, S., & Author, C. (2024). Effect Of Online Tracking System And Delivery Timeliness On Customer Satisfaction (Case Study On J & T Express Sampit). International Journal Of Science, Technology & Management. Http://Ijstm.Inarah.Co.Id
Ogundipe, D. O., Odejide, O. A., & Edunjobi, T. E. (2024). Agile Methodologies In Digital Banking: Theoretical Underpinnings And Implications For Customer Satisfaction. Open Access Research Journal Of Science And Technology, 10(2), 021–030. Https://Doi.Org/10.53022/Oarjst.2024.10.2.0045
Paais, M., & Pattiruhu, J. R. (2020). Effect Of Motivation, Leadership, And Organizational Culture On Satisfaction And Employee Performance. Journal Of Asian Finance, Economics And Business, 7(8), 577–588. Https://Doi.Org/10.13106/JAFEB.2020.VOL7.NO8.577
Pancasila, I., Haryono, S., & Sulistyo, B. A. (2020). Effects Of Work Motivation And Leadership Toward Work Satisfaction And Employee Performance: Evidence From Indonesia. Journal Of Asian Finance, Economics And Business, 7(6), 387–397. Https://Doi.Org/10.13106/Jafeb.2020.Vol7.No6.387
Panjaitan, K. F. B. (2021). Pengaruh Service Recovery Terhadap Kepuasan Pelanggan Pada Grand Orri Hotel Dan Convention Berastagi. Jurnal Global Manajemen, 10(2), 289-301.
Paraman, P. (2020). The Impact Of Guarantees On Service Quality, Image, Satisfaction And Value: Exploring The Effectiveness Of Service Guarantees In Tourism Management. International Journal Of Innovation, Creativity And Change, 14(4). Https://Www.Researchgate.Net/Publication/344336607
Putra, R. A., & Lestari, D. (2023). Peran Kualitas Layanan Dalam Memediasi Pengaruh Jaminan Layanan Terhadap Kepuasan Pelanggan Pada E-Commerce. Jurnal Manajemen Indonesia, 19(1), 45-60
Qatawneh, A. M. (2023). The Role Of Employee Empowerment In Supporting Accounting Information Systems Outcomes: A Mediated Model. Sustainability (Switzerland), 15(9). Https://Doi.Org/10.3390/Su15097155
Ratnaningtyas, S., Et Al. (2024). Pengaruh Kualitas Layanan Aplikasi DANA Terhadap Kepuasan Pengguna Dalam Melakukan Transaksi Secara Online Sebagai Alat Pembayaran Elektronik (E-Payment) Di Daerah Istimewa Yogyakarta. Jurnal Economina, 3(3), 519-530.
Riyanto, S., Endri, E., & Herlisha, N. (2021). Effect Of Work Motivation And Job Satisfaction On Employee Performance: Mediating Role Of Employee Engagement. In Problems And Perspectives In Management (Vol. 19, Issue 3, Pp. 162–174). LLC CPC Business Perspectives. Https://Doi.Org/10.21511/Ppm.19(3).2021.14
Rony, Z. T., Wijaya, I. M. S., Nababan, D., Julyanthry, J., Silalahi, M., Ganiem, L. M., Judijanto, L., Herman, H., & Saputra, N. (2024). Analyzing The Impact Of Human Resources Competence And Work Motivation On Employee Performance: A Statistical Perspective. Journal Of Statistics Applications And Probability, 13(2), 787–793. Https://Doi.Org/10.18576/Jsap/130216
Rosmaini, R., & Tanjung, H. (2019). Pengaruh Kompetensi, Motivasi Dan Kepuasan Kerja Terhadap Kinerja Pegawai. Maneggio: Jurnal Ilmiah Magister Manajemen, 2(1), 1–15.
Shahril, A. M., & Aziz, Y. A. (2022). Customer Complaints And The Effectiveness Of Service Guarantees In The Hotel Industry. Tourism And Hospitality Management, 28(2), 397–418. Https://Doi.Org/10.20867/Thm.28.2.9
Sharghivand, N., Derakhshan, F., Mashayekhy, L., & Mohammadkhanli, L. (2022). An Edge Computing Matching Framework With Guaranteed Quality Of Service. IEEE Transactions On Cloud Computing, 10(3), 1557–1570. Https://Doi.Org/10.1109/TCC.2020.3005539
Sulistyawati, N. L. G. E. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Pos Indonesia (Persero) Denpasar. Jurnal Ekonomi Dan Bisnis Jagaditha, 4(2), 69-75
Supartiningsih. (2017). Hubungan Antara Mutu Pelayanan Dengan Kepuasan Pasien. Jurnal Kesehatan Komunitas, 3(2), 61-66.
Susanto, N. (2019). Pengaruh Motivasi Kerja, Kepuasan Kerja, Dan Disiplin Kerja Terhadap Kinerja Karyawan Pada Divisi Penjualan PT. Rembaka. Agora, 7(1).
Styawahyuni, A., & Yuniari, M. (2014). Pengaruh Pemberdayaan Karyawan Dan Stress Kerja Terhadap Kepuasan Kerja Karyawan. E-Jurnal Manajemen Universitas Udayana, 3(6), 164-191.
Widiastuti, R., & Kartika, Y. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Yang Dimediasi Oleh Kepercayaan Pada Bank Syariah. Jurnal Ekonomi Dan Bisnis Islam, 5(2), 132-145
