Analysis of The Influence of Management Commitment to SERVQUAL and OCB Toward The Quality of Services and Implications of Customer Satisfaction in PLN Mojokerto Service Area

Raikhani, Agus and Adzim, Abdul and Muhlasin, - and Sari, Linda Ratna (2018) Analysis of The Influence of Management Commitment to SERVQUAL and OCB Toward The Quality of Services and Implications of Customer Satisfaction in PLN Mojokerto Service Area. Advances in Social Science, Education and Humanities Research, 203 (-): -.

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Abstract

ABSTRACT- The aims of this paper is to analyze the
influence of management commitment in quality service and
organizational citizenship behavior toward customer
satisfaction through the quality of services on PLN
Mojokerto service area. The total sample in this research was
156 customers with the sample collection technique using
purposive of sampling which continued by the test of validity
and reliability. The data analysis of this research are using
descriptive analysis and Structural Equation Models
analysis (SEM). The results of this research is a positive
influence and significant management commitment to
service quality and organizational citizenship behavior on
the quality of services. Management commitment in quality
service and organizational citizenship behavior do not affect
directly to the customer satisfaction through the quality of
services. It means that the quality of services is intervening
variable which became the mediation of management
commitment in quality service and organizational citizenship
behavior toward customer satisfaction.
Keyword: Management Commitment, Service Quality,
Organizational citizenship behavior

Item Type: Article
Subjects: H Social Sciences > HC Economic History and Conditions
Divisions: Author > LINDA RATNA SARI
Depositing User: undar undar undar
Date Deposited: 06 Feb 2021 11:47
Last Modified: 06 Feb 2021 11:47
URI: http://repository.undar.ac.id/id/eprint/147

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