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首页> 外文期刊>European Journal of Business and Management >The Implications of Quality Management System on Internal Services Quality, Job Satisfaction, Employee Performance and Customer Satisfaction Prediction in Indonesian Oil and Gas Engineering Inspection Services Company
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The Implications of Quality Management System on Internal Services Quality, Job Satisfaction, Employee Performance and Customer Satisfaction Prediction in Indonesian Oil and Gas Engineering Inspection Services Company

机译:质量管理体系对印尼油气工程检验服务公司内部服务质量,工作满意度,员工绩效和客户满意度预测的影响

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摘要

The purpose of this research is to examine and analyze the direct and indirect effect of quality management system on internal services quality, job satisfaction, employee performance and customer satisfaction prediction in Indonesian oil and gas inspection services company. The respondents used in this research are 102 employees of Indonesian Classification Bureau as prominent company of oil and gas engineering inspection services company in Indonesia. The methods used to analyze the hypotheses is the statistic method based on WarpPLS in attempt to get the result of casualty relationship among variables developed in the model.The result of statistic analysis are: 1) There is a direct and significant effect of Quality Management System on Internal Services Quality (coef. value = 0.670 and p<0.001). 2) There is a direct and significant effect of quality management system on job satisfaction (coef. value = 0.228 and p<0.001). 3) There is a direct and significant effect of quality management system on employee performance (coef. value = 0.414 and p<0.001). 4) There is a direct and significant effect of quality management system on customer satisfaction prediction (coef. value = 0.188 and p<0.001). 5) There is an indirect and significant effect of quality management system on customer satisfaction prediction through internal services quality (coef. value = 0.338 and p<0.001). 6) There is no indirect and significant effect of quality management system on customer satisfaction prediction through job satisfaction (coef. value = 0.248 and p=0.004). 7) There is no indirect and significant effect of quality management system on customer satisfaction prediction through employee performance (coef. value = 0.109 and p=0.129). 8) There is an indirect and significant effect of internal services quality on customer satisfaction prediction through job satisfaction and employee performance (coef. value = 0.670 and p<0.001).
机译:这项研究的目的是检查和分析质量管理体系对印度尼西亚石油和天然气检查服务公司内部服务质量,工作满意度,员工绩效和客户满意度预测的直接和间接影响。本研究中使用的受访者是印度尼西亚船级社的102名员工,印度尼西亚船级社是印度尼西亚油气工程检验服务公司的知名公司。用来分析假设的方法是基于WarpPLS的统计方法,试图获得模型中开发变量之间的伤亡关系。统计分析的结果是:1)质量管理体系具有直接而显着的效果内部服务质量评估(系数值= 0.670,p <0.001)。 2)质量管理体系对工作满意度有直接而显着的影响(系数值= 0.228,p <0.001)。 3)质量管理体系对员工绩效有直接而显着的影响(系数值= 0.414,p <0.001)。 4)质量管理体系对客户满意度预测有直接而显着的影响(系数值= 0.188,p <0.001)。 5)质量管理体系通过内部服务质量(系数值= 0.338,p <0.001)对客户满意度预测有间接和显着的影响。 6)质量管理体系对通过工作满意度进行的客户满意度预测没有间接和显着的影响(系数值= 0.248,p = 0.004)。 7)质量管理体系对通过员工绩效进行的客户满意度预测没有间接和显着的影响(系数值= 0.109,p = 0.129)。 8)内部服务质量通过工作满意度和员工绩效对客户满意度预测有间接和显着的影响(系数值= 0.670,p <0.001)。

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