Journal Dimensie Management and Public Sector

Analysis of E-service Quality and Trust on Customer Satisfaction and its Implications on Loyality

2024-08-27T08:05:03+07:00

This study focuses on the significance of electronic service quality (e-service quality) and trust in enhancing customer satisfaction and loyalty in the restaurant industry, specifically within the context of Mobile Point of Sale (mPOS) usage by PT Sarana Digital. As digital technology continues to advance, a profound understanding of the factors affecting customer experience becomes crucial. The objective of this research is to analyze the impact of e-service quality and trust on customer satisfaction and their implications for customer loyalty. The research employs a quantitative approach, utilizing survey data collected from mPOS users across various restaurants. Data analysis is conducted using Structural Equation Modeling (SEM) to test hypotheses and interpret relationships between variables. Findings indicate that e-service quality significantly and positively influences both customer satisfaction and loyalty, with system responsiveness, ease of use, and transaction security identified as key factors. Additionally, trust plays a critical role in enhancing customer satisfaction and loyalty. The study concludes that improving electronic service quality and building trust are essential strategies for PT Sarana Digital to enhance customer satisfaction and loyalty, thereby maintaining a competitive edge in this dynamic industry.

The Influence of Quality of Work Life and Spiritual Intelligence Through Organizational Commitment to the Performance of Civil Servants

2024-08-26T16:46:40+07:00

This research aims to determine and analyze the influence of Quality of Work Life and Spiritual Intelligence on organizational commitment and employee performance, analyze the influence of commitment on employee performance, and to analyze the influence of quality of work life and spiritual intelligence through organizational commitment on the performance of Civil Servant employees at Bapas Class I Makassar. To achieve this goal, data collection techniques were used through distributing questionnaires with data analysis techniques using path analysis. The results of the research found that quality of Work Life and spiritual intelligence had a positive and significant effect on organizational commitment, quality of Work Life, spiritual intelligence and organizational commitment had a positive and significant effect on employee performance, and from the results of the mediation test it was found that organizational commitment could mediate The influence of quality of work life and spiritual intelligence on the performance of civil servants at Bapas Class I Makassar.

Leadership Development and Capacity Building in Non-Profit Organizations in Senegal

2024-08-29T13:26:41+07:00

The purpose of this research is to assess leadership development and capacity enhancement approaches within non-profit organizations (NPOs) of Senegal and evaluate how the application of participative, adaptive and transformational leadership improves the organizational performance of the NPOs in a condition of limited resources. Therefore, the study seeks to establish how leadership practice, culture and operations impact on the capacity and sustainability of NPOs to achieve their missions and goals. A qualitative research approach was used for the study through self-administered questionnaires or telephonic / face-to-face interviews with senior officials from different NPOs in Senegal. The collected data were coded systematically using the NVivo software so essential themes and patterns revealing the leadership and capacity building difficulties and practices were revealed. This type of methodology was chosen because the research was interpretive in nature, thus enabling the researcher to engage in a discussion of contextual practices of leadership in the non-profit. Accordingly, the study indicates that participatory leadership is cultural and operationally relevant in Senegal since it is endorsed by collective decision-making culture of the society. Thus, the concept of adaptive leadership became important to sustain the stability in organisations during the periods of volatility and change; and the concept of transformation leadership was deemed critical to achieve cultural congruence with the strategic, mission-oriented objectives. This paper also gives precaution on the issues connected with these leadership styles such as the fact that participatory leadership requires expert help to facilitate, adaptive leadership may lead to burnout.

The Effect of Promotion and Price on Consumer Decisions in Buying Apple Products at the Royal Store in Pontianak City

2024-10-09T12:46:41+07:00

This study explores the impact of promotion and price on consumer purchasing decisions regarding Apple products at Toko Royal in Pontianak. The rapid growth of technology and communication tools has heightened the demand for smartphones, particularly those offered by well-known brands like Apple. By analyzing data from 100 respondents through questionnaires and interviews, this research aims to examine the influence of promotional strategies and pricing on consumer choices. The findings indicate that while promotion does not significantly affect purchasing decisions, price plays a crucial role in shaping consumer behavior. The results underscore the importance of pricing strategies in maintaining a competitive edge in the smartphone market. This study offers insights for businesses looking to optimize their marketing efforts and pricing models to enhance customer acquisition and retention.