How to cite this paper
Pangarso, A., Gilang, A & Fatihah, N. (2021). The effect of service quality on job satisfaction: Evidence from Indonesian electrical owned state firm.Management Science Letters , 11(6), 1797-1806.
Refrences
Aggrianto, Doly. (2014). Peran PT. PLN (Perusahaan Listrik Negara) Dalam Pelayanan Listrik Dikampung Biatan Ba-pinang Kecamatan Biatan Lempake Kabupaten Berau. 2 (2).
Aliman, N. K., & Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction and behavioral intentions: an in-vestigation on private healthcare in Malaysia. Procedia-Social and Behavioral Sciences, 224, 141-148.
Alma, B. (2014). Manajemen Pemasaran dan Pemasaran Jasa. Alfabeta : Bandung.
Amal, M. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Dealer Resmi Honda Kompo Motor Purbalingga).
Apriyani, D. A., & Sunarti, S. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Pada Kon-sumen the Little a Coffee Shop Sidoarjo). Jurnal Administrasi Bisnis, 51(2), 1-7.
Bharwana, T. K., Bashir, M., & Mohsin, M. (2013). Impact of service quality on customers’ satisfaction: A study from service sector especially private colleges of Faisalabad, Punjab, Pakistan. International Journal of Scientific and Re-search Publications, 3(5), 1-7.
Chavan, J., & Ahmad, F. (2013). Factors affecting on customer satisfaction in retail banking: An empirical study. Interna-tional Journal of Business and Management Invention, 2, 55 – 62.
David Mc, A, B. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American Journal of Tourism Research, 2(1), 67-77.
Farah, A.B (2018). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome (Studi Kasus pada Witel Karawang).
Fitzsimmons, J. A. (2014). Service Management, Operations, Strategy, Information Technology. New York: McGraw-Hill.
Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Badan Penerbit Universitas Diponegoro: Semarang.
Huang, Y. Y., Li, S. J., & Yang, M. M. (2011). How and when service quality and satisfaction simultaneously influence purchase intentions?. Health Services Management Research, 24(3), 121-129.
Keller, K., & Kotler, P. (2012). Manajemen Pemasaran Edisi 12. Jakarta: Erlangga..
Khoirista, A. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survey Pada Pelanggan Fedex Express Surabaya). Jurnal Administrasi Bisnis, 25(2).
Kuo, Y. K., & Ye, K. D. (2009). The causal relationship between service quality, corporate image and adults' learning sat-isfaction and loyalty: A study of professional training programmes in a Taiwanese vocational institute. Total Quality Management, 20(7), 749-762.
Lupiyoadi. (2013). Manajemen Pemasaran Jasa Berbasis Kompetensi. Jakarta: Salemba Empat.
Maghera, C.S. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Ayam Bakar Wong Solo Cabang Riau Bandung.
Mohamad, A.P. (2018). The Effect of Service Quality on Air Asia Airline Consumer Satisfaction.
Mugambwa, J., Mugerwa, G. W., Mutumba, W. W., Muganzi, C., Namubiru, B., Waswa, Y., & Kayongo, I. N. (2016). Pri-vately Provided Accommodation Service Quality and Customer Satisfaction: The Case of Nsamizi Training Institute of Social Development. SAGE Open, 6(2), 2158244016638390.
Murad, S., & Ali, M. (2015). Impact of service quality on customer satisfaction in restaurant industry. Singaporean Jour-nal of Business Economics, and management studies, 4(6), 71-81.
Murti, A., Deshpande, A., & Srivastava, N. (2013). Service quality, customer (patient) satisfaction, and behavioral inten-tion in health care services: exploring the Indian perspective. Journal of Health Management, 15(1), 29-44.
Nasbir, S. F. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Salon Hair Nets.
Noerchoidah. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Orenztaxi) di Surabaya, 9 (2).
Olatokun, W. M., & Ojo, F. O. (2016). Influence of service quality on consumers’ satisfaction with mobile telecommuni-cation services in Nigeria. Information Development, 32(3), 398-408.
Oppong, E., Hinson, R. E., Adeola, O., Muritala, O., & Kosiba, J. P. (2021). The effect of mobile health service quality on user satisfaction and continual usage. Total Quality Management & Business Excellence, 32(1-2), 177-198.
Pangarso, A. (2014). Organization's structure based on competing value approach and merger strategy. In 2014 2nd Inter-national Conference on Technology, Informatics, Management, Engineering & Environment (pp. 189-193). IEEE.
Panjaitan, J. E., & Yuliati, A. L. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]. DeReMa (Develop-ment Research of Management): Jurnal Manajemen, 11(2), 265-289.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for fu-ture research. Journal of Retailing, 49(Fall), 41–50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer per-ceptions of service quality. Journal of Retailing, 64(Spring), 12–40.
Pasha, M. A. (2018). Impact of service quality on customer satisfaction: an empirical study in selected public and private sector banks. Researchers World, 9(1), 64-73.
Priporas, C. V., Stylos, N., Vedanthachari, L. N., & Santiwatana, P. (2017). Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(6), 693-704.
Rajeswari, S., Srinivasulu, Y., & Thiyagarajan, S. (2017). The relationship between service quality, customer satisfaction, and customer loyalty: With particular reference to the wireline telecom sector (DSL Service). Global Business Review, 18(4), 1041-1058.
Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D., & Iamtrakul, P. (2016). The complicated relation-ship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126.
Saglik & Gulluce, A.C. (2014). Service Quality and Customer Satisfaction Relationship: A Research in Erzurum Ataturk University Refectory. American International Journal of Contemporary Research, 4(1), 100-117.
Santi, A., & Huda, N. (2016). Analisis Kualitas Pelayanan, Kepercayaan dan Nilai Terhadap Kepuasan Peserta Didik Pada Lembaga Pendidikan dan Keterampilan (LPK) di Banjarmasin.(Studi pada LPK Kharisma, LP3I dan Borneo Training Center). Jurnal Wawasan Manajemen, 3(2), 183-199.
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfac-tion and trust. Total Quality Management & Business Excellence, 23(11-12), 1257-1271.
Sohail, M. S., & Jang, J. (2017). Understanding the relationships among internal marketing practices, job satisfaction, ser-vice quality and customer satisfaction: An empirical investigation of Saudi Arabia’s service employees. International Journal of Tourism Sciences, 17(2), 67-85.
Sudrajat, D. P. G. (2017). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) AREA BOGOR (Doctoral dissertation, UNIVERSITAS PASUNDAN).
Sugiharto. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Listrik Prabayar (LPB) Pada PT. PLN (Persero) S2JB Cabang Jambi. 17 (2).
Sugiyono. (2015). Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif dan R&D). Penerbit CV. Alfabeta: Bandung.
Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif Dan R&D. Alfabeta : Bandung.
Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.Sunyoto. (2013). Perilaku Konsumen (Panduan Riset Sederhana untuk mengenali Konsumen). PT Buku Seru. Jakarta.
Sulistyawati, Ni Made Arie. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Industri Ubud Gianyar. 4 (8).
Sunyoto. (2012). Dasar-dasar Manajemen Pemasaran.CAPS : Yogyakarta.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and custom-er satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379.
Thomas & Loice (2013). Service Quality and Relative Performance of Public Universities in East Africa, 25 (5).
Tjiptono, Fandy. (2014). Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian, Andi Offset, Yogyakarta.
Tjiptono. (2012). Service Management Mewujudkan Layanan Prima. CV Andi Offset : Yogyakarta.
Tjiptono. (2011). Pemasaran Jasa, Bayumedia: Malang.Tri Hari Koestanto. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Bank Jatim Cabang Klampis Surabaya, 3 (10).
Tjiptono & Chandra. (2016). Service, Quality & Satisfaction. Yogyakarta. Andi.
Ubaedillah. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Laundry (Studi Kasus pada Salwa laun-dry di Kota Serang).
Wahdiniawati, S. A., Maarif, M. S., & Dirjosuparto, S. (2014). SISTEM PENDIDIKAN DAN PELATIHAN DALAM UPAYA PENINGKATAN KINERJA SUMBER DAYA MANUSIA DI PT TELEKOMUNIKASI INDONESIA, TBK. JAKARTA SELATAN. Widyariset, 17(1), 93-103.
Wahyudah, A. (2014). Pengaruh kualitas pelayanan terhadap kepuasan Pelanggan: Studi pada Sardo Swalayan Kota Ma-lang (Doctoral dissertation, Universitas Islam Negeri Maulana Malik Ibrahim).
Zeithaml & Bitner. (2013). Services Marketing: Integrating Customer Focus Across the Firm six then. Mc.Graw-Hill: Boston.
Zulian Yamit. (2013). Manajemen Kualitas Produk & Jasa. Ekonisia: Yogyakarta.
Aliman, N. K., & Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction and behavioral intentions: an in-vestigation on private healthcare in Malaysia. Procedia-Social and Behavioral Sciences, 224, 141-148.
Alma, B. (2014). Manajemen Pemasaran dan Pemasaran Jasa. Alfabeta : Bandung.
Amal, M. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Dealer Resmi Honda Kompo Motor Purbalingga).
Apriyani, D. A., & Sunarti, S. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Pada Kon-sumen the Little a Coffee Shop Sidoarjo). Jurnal Administrasi Bisnis, 51(2), 1-7.
Bharwana, T. K., Bashir, M., & Mohsin, M. (2013). Impact of service quality on customers’ satisfaction: A study from service sector especially private colleges of Faisalabad, Punjab, Pakistan. International Journal of Scientific and Re-search Publications, 3(5), 1-7.
Chavan, J., & Ahmad, F. (2013). Factors affecting on customer satisfaction in retail banking: An empirical study. Interna-tional Journal of Business and Management Invention, 2, 55 – 62.
David Mc, A, B. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American Journal of Tourism Research, 2(1), 67-77.
Farah, A.B (2018). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome (Studi Kasus pada Witel Karawang).
Fitzsimmons, J. A. (2014). Service Management, Operations, Strategy, Information Technology. New York: McGraw-Hill.
Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Badan Penerbit Universitas Diponegoro: Semarang.
Huang, Y. Y., Li, S. J., & Yang, M. M. (2011). How and when service quality and satisfaction simultaneously influence purchase intentions?. Health Services Management Research, 24(3), 121-129.
Keller, K., & Kotler, P. (2012). Manajemen Pemasaran Edisi 12. Jakarta: Erlangga..
Khoirista, A. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survey Pada Pelanggan Fedex Express Surabaya). Jurnal Administrasi Bisnis, 25(2).
Kuo, Y. K., & Ye, K. D. (2009). The causal relationship between service quality, corporate image and adults' learning sat-isfaction and loyalty: A study of professional training programmes in a Taiwanese vocational institute. Total Quality Management, 20(7), 749-762.
Lupiyoadi. (2013). Manajemen Pemasaran Jasa Berbasis Kompetensi. Jakarta: Salemba Empat.
Maghera, C.S. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Ayam Bakar Wong Solo Cabang Riau Bandung.
Mohamad, A.P. (2018). The Effect of Service Quality on Air Asia Airline Consumer Satisfaction.
Mugambwa, J., Mugerwa, G. W., Mutumba, W. W., Muganzi, C., Namubiru, B., Waswa, Y., & Kayongo, I. N. (2016). Pri-vately Provided Accommodation Service Quality and Customer Satisfaction: The Case of Nsamizi Training Institute of Social Development. SAGE Open, 6(2), 2158244016638390.
Murad, S., & Ali, M. (2015). Impact of service quality on customer satisfaction in restaurant industry. Singaporean Jour-nal of Business Economics, and management studies, 4(6), 71-81.
Murti, A., Deshpande, A., & Srivastava, N. (2013). Service quality, customer (patient) satisfaction, and behavioral inten-tion in health care services: exploring the Indian perspective. Journal of Health Management, 15(1), 29-44.
Nasbir, S. F. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Salon Hair Nets.
Noerchoidah. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Orenztaxi) di Surabaya, 9 (2).
Olatokun, W. M., & Ojo, F. O. (2016). Influence of service quality on consumers’ satisfaction with mobile telecommuni-cation services in Nigeria. Information Development, 32(3), 398-408.
Oppong, E., Hinson, R. E., Adeola, O., Muritala, O., & Kosiba, J. P. (2021). The effect of mobile health service quality on user satisfaction and continual usage. Total Quality Management & Business Excellence, 32(1-2), 177-198.
Pangarso, A. (2014). Organization's structure based on competing value approach and merger strategy. In 2014 2nd Inter-national Conference on Technology, Informatics, Management, Engineering & Environment (pp. 189-193). IEEE.
Panjaitan, J. E., & Yuliati, A. L. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]. DeReMa (Develop-ment Research of Management): Jurnal Manajemen, 11(2), 265-289.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for fu-ture research. Journal of Retailing, 49(Fall), 41–50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer per-ceptions of service quality. Journal of Retailing, 64(Spring), 12–40.
Pasha, M. A. (2018). Impact of service quality on customer satisfaction: an empirical study in selected public and private sector banks. Researchers World, 9(1), 64-73.
Priporas, C. V., Stylos, N., Vedanthachari, L. N., & Santiwatana, P. (2017). Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(6), 693-704.
Rajeswari, S., Srinivasulu, Y., & Thiyagarajan, S. (2017). The relationship between service quality, customer satisfaction, and customer loyalty: With particular reference to the wireline telecom sector (DSL Service). Global Business Review, 18(4), 1041-1058.
Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D., & Iamtrakul, P. (2016). The complicated relation-ship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126.
Saglik & Gulluce, A.C. (2014). Service Quality and Customer Satisfaction Relationship: A Research in Erzurum Ataturk University Refectory. American International Journal of Contemporary Research, 4(1), 100-117.
Santi, A., & Huda, N. (2016). Analisis Kualitas Pelayanan, Kepercayaan dan Nilai Terhadap Kepuasan Peserta Didik Pada Lembaga Pendidikan dan Keterampilan (LPK) di Banjarmasin.(Studi pada LPK Kharisma, LP3I dan Borneo Training Center). Jurnal Wawasan Manajemen, 3(2), 183-199.
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfac-tion and trust. Total Quality Management & Business Excellence, 23(11-12), 1257-1271.
Sohail, M. S., & Jang, J. (2017). Understanding the relationships among internal marketing practices, job satisfaction, ser-vice quality and customer satisfaction: An empirical investigation of Saudi Arabia’s service employees. International Journal of Tourism Sciences, 17(2), 67-85.
Sudrajat, D. P. G. (2017). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) AREA BOGOR (Doctoral dissertation, UNIVERSITAS PASUNDAN).
Sugiharto. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Listrik Prabayar (LPB) Pada PT. PLN (Persero) S2JB Cabang Jambi. 17 (2).
Sugiyono. (2015). Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif dan R&D). Penerbit CV. Alfabeta: Bandung.
Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif Dan R&D. Alfabeta : Bandung.
Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.Sunyoto. (2013). Perilaku Konsumen (Panduan Riset Sederhana untuk mengenali Konsumen). PT Buku Seru. Jakarta.
Sulistyawati, Ni Made Arie. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Industri Ubud Gianyar. 4 (8).
Sunyoto. (2012). Dasar-dasar Manajemen Pemasaran.CAPS : Yogyakarta.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and custom-er satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379.
Thomas & Loice (2013). Service Quality and Relative Performance of Public Universities in East Africa, 25 (5).
Tjiptono, Fandy. (2014). Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian, Andi Offset, Yogyakarta.
Tjiptono. (2012). Service Management Mewujudkan Layanan Prima. CV Andi Offset : Yogyakarta.
Tjiptono. (2011). Pemasaran Jasa, Bayumedia: Malang.Tri Hari Koestanto. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Bank Jatim Cabang Klampis Surabaya, 3 (10).
Tjiptono & Chandra. (2016). Service, Quality & Satisfaction. Yogyakarta. Andi.
Ubaedillah. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Laundry (Studi Kasus pada Salwa laun-dry di Kota Serang).
Wahdiniawati, S. A., Maarif, M. S., & Dirjosuparto, S. (2014). SISTEM PENDIDIKAN DAN PELATIHAN DALAM UPAYA PENINGKATAN KINERJA SUMBER DAYA MANUSIA DI PT TELEKOMUNIKASI INDONESIA, TBK. JAKARTA SELATAN. Widyariset, 17(1), 93-103.
Wahyudah, A. (2014). Pengaruh kualitas pelayanan terhadap kepuasan Pelanggan: Studi pada Sardo Swalayan Kota Ma-lang (Doctoral dissertation, Universitas Islam Negeri Maulana Malik Ibrahim).
Zeithaml & Bitner. (2013). Services Marketing: Integrating Customer Focus Across the Firm six then. Mc.Graw-Hill: Boston.
Zulian Yamit. (2013). Manajemen Kualitas Produk & Jasa. Ekonisia: Yogyakarta.