PENGARUH EMOTIONAL INTELLIGENCE DAN WORK-LIFE BALANCE TERHADAP KEPUASAN KERJA DAN KINERJA

Wahyu Sri Winarni, Rahayu Puji Suci, Nasharuddin Mas

Abstract

ABSTRACT

 

The purpose of this study was to analyze the competence or discipline in improving the quality of patent services, and their implications for customer satisfaction. This type of research is quantitative research, and the method used is Path Analysis. Data was obtained through a questionnaire collected from 100 people of interest in the Lowokwaru District Office, Malang. The findings of the study indicate that better competence is able to improve the quality of patent services, but has no implications for public satisfaction. Likewise, better discipline is also able to improve the quality of patent services, and has strong implications for public satisfaction. This indicates that the quality of Patent service has the ability to bridge the influence of competence or discipline on customer satisfaction.

 

Keywords: Competence, Discipline, Patent Service Quality, Customer Satisfaction

 

ABSTRAK

 

Tujuan penelitian ini adalah untuk menganalisis kemampuan kompetensi maupun disiplin dalam meningkatkan kualitas pelayanan paten, serta implikasinya pada kepuasan konsumen. Jenis penelitian ini adalah penelitian kuantitatif, dan metode yang digunakan adalah Analisis Jalur.Data diperoleh melalui kuesioner yang dibagikan kepada 100 orang masyarakat kepentingan di Kantor Kecamatan Lowokwaru Malang. Temuan penelitian menunjukkan bahwa kompetensi yang semakin baik, berkemampuan meningkatkan kualitas pelayanan paten, tetapi tidak memiliki implikasi pada kepuasan masyarakat. Begitu juga dengan disiplin yang semakin baik, juga berkemampuan meningkatkan kualitas pelayanan paten, dan memiliki implikasi yang kuat terhadap kepuasan masyarakat. Ini menandakan bahwa kualitas pelayanan Paten memiliki kemampuan dalam menjembatani pengaruh kompetensi maupun disiplin terhadap kepuasan konsumen.

Kata kunci: Kompetensi, Disiplin, Kualitas Pelayanan Paten, Kepuasan Konsumen

Keywords

Kata kunci: Kompetensi, Disiplin, Kualitas Pelayanan Paten, Kepuasan Konsumen

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