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

Abstract

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).

Keywords: Customer Satisfaction Prediction, Employee Performance, Internal Services Quality, Job Satisfaction, Quality Management System