Determination of Employee Competency, Work Discipline and Service Quality to Visitor Loyalty with Visitors Satisfaction as Intervening Variables in Library Areas in Bintan Regency

Abstract

The library has a major contribution in building an educated society. Knowledgeable society can be a strong social foundation to drive the process of community transformation towards a more advanced life. There are several factors that must be improved, such as employee competency, employee discipline, as well as service quality. These things are expected to increase library visitor satisfaction which affects visitor loyalty. Calculation of the path coefficient in this study is assisted by Smart PLS Ver 3.0. The results of the study are as follows: The effect of variable X1 on Y1 has a p value (0.075)> 0.05, so the acquisition of these results shows that X1 does not have a significant determination of Y1. The effect of variable X1 on Y2 has a p value (0.008) <0.05, so the acquisition of these results shows that X1 has a significant determination of Y2. The effect of variable X2 on Y1 has a p value (0.144)> 0.05, so the acquisition of these results shows that X2 does not have a significant determination of Y1. The effect of variable X2 on Y2 has a p value (0.725)> 0.05, so the acquisition of these results shows that X2 does not have a significant determination of Y2. The effect of variable X3 on Y1 has a p value (0.010) <0.05, so the acquisition of these results shows that X3 has a significant determination of Y1. The influence of variable X3 on Y2 has a p value (0.032) <0.05, the acquisition of these results shows that X3 has a significant determination of Y2. The effect of the variable Y1 on Y2 has a p value (0,000) <0.05, then Y1 has a significant determination of Y2.

Keywords: employee competence, work discipline, quality of service, customer satisfaction and customer loyalty

DOI: 10.7176/EJBM/12-21-09

Publication date:July 31^st 2020