Peran Kualitas Layanan Dan Kualitas Produk Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah

Perlambatan ekonomi beberapa tahun belakangan menurunkan kinerja industri perbankan Bali. Kontrasnya, persaingan justru semakin ketat dengan bertambahnya jumlah bank yang beroperasi di Bali. Dalam kondisi ini, bank perlu melakukan sejumlah upaya untuk memuaskan dan mempertahankan nasabah sehingga dapat bertahan di industri. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan dan kualitas produk terhadap kepuasan dan loyalitas nasabah pada industri perbankan di Bali. Pengumpulan data dilakukan melalui survey mempergunakan kuesioner. Model diuji mempergunakan Partial Least Square. Kepuasan nasabah dan kualitas produk berpengaruh positif dan signifikan terhadap loyalitas, namun tidak demikian halnya dengan kualitas layanan. Kepuasan nasabah dipengaruhi lebih kuat oleh kualitas layanan dibandingkan kualitas produk, dan berlaku sebaliknya terhadap loyalitas. Ini menunjukkan bahwa aspek humanis dalam bentuk layanan berkualitas lebih berperan dalam memuaskan nasabah, sementara aspek rasional seperti kualitas produk lebih mampu meningkatkan loyalitas nasabah. Kepuasan nasabah memediasi pengaruh kualitas layanan dan kualitas produk terhadap loyalitas, namun pengaruh tersebut bersifat parsial. Diduga terdapat faktor lain yang mampu menjelaskan hubungan tersebut, yaitu persepsi risiko dan trust. Kata kunci: kualitas layanan, kualitas produk, kepuasan nasabah, loyalitas nasabah, perbankan

The Effect of Career Development and Organizational Culture with Organizational Commitment Mediation on the Civil Servants' Performance at the Office of Public Works and Spatial Planning of Bali Province

The objective of this study is to determine the influence of career development and organizational culture with organizational commitment as mediation on employee performance. This study was conducted at the Public Works Department of Bali Province with a number of sample is 74 people. Data were collected by using observation method and interview with based on questionnaire. Data were analyzed by using PLS analysis. The results showed that organizational culture had positive effect with insignificant on employee performance; organizational culture has a significant positive effect on organizational commitment; and organizational commitment significantly positive to employee performance. Career development negatively affects performance by not significant; career development has a positive effect on organizational commitment with no significant; organizational commitment mediates the influence of organizational culture on employee performance

Mediation Effect of Work Motivation on Relationship of Soft Skill and Hard Skill on Employee Performance in Denpasar Marthalia Skincare Clinical

Employee motivation is a reflection of the level of energy, commitment, and creativity possessed by employees used to work. This study aims to determine the effect of soft skills and hard skills on employee performance with work motivation as a mediating variable in the Clinical Marthalia Skincare Denpasar. The population in this study were all employees who worked at Marthalia Skincare Clinic in 2019. The sampling method used in this study was the census method, thus, the number of samples in this study was 32 employees of the Marthalia Skincare Clinic in Denpasar. The research data is primary data that are the results of questionnaire data given to employees of the Marthalia Skincare Clinic Denpasar. Testing the hypothesis of this study using Structural Equation Modeling (SEM) analysis with the Partial Least Square (PLS) approach. The results showed that: (1) Soft Skill had a positive effect on work motivation. (2) Hard Skill has a positive effect on work motivation. (3) Soft Skill has a positive effect on employee performance. (4) Hard Skill has a positive effect on performance. (5) Work motivation has a positive effect on performance. (6) motivation is a partial mediation between soft skills and performance. (7) work motivation is not a mediation between hard skills and performance. It is recommended to further researchers to examine other mediating variables that affect the relationship between hard skills and employee performance. &nbsp

The Effect of Organizational Citizenship Behavior (OCB) Towards Work Stress and Performance of Employees in Income Agency Regional City of Denpasar

This research aims was to analyze and determine the effect of OCB on work stress and employee performance at the Denpasar City Revenue Agency. The hypothesis proposed based on theoretical studies and phenomena set forth in the formulation of the problem are 1) OCB has a positive and significant effect on employee performance, 2) OCB has a positive and significant effect on work stress, 3) Job stress has a negative and significant effect on employee performance, 4) Job stress is able to mediate OCB relations to employee performance. The design of this research pattern is oriented towards quantitative data calculation patterns through questionnaires obtained from respondents as many as 35 people, where the items of each question refer to the indicators of each research variable, the data used are primary and secondary data both qualitative and quantitative which then analyzed SEM based on PLS, The results found, 1) OCB has a positive and significant effect on employee performance, 2) OCB has a negative and significant effect on work stress, 3) Job stress has a negative and significant effect on employee performance, 4) Work stress is a mediating variable that connects OCB variables with employee performance. &nbsp