ANALISA PENGARUH JOB SATISFACTION TERHADAP EMPLOYEE PERCEIVED SERVICE QUALITY (EPSQ) DENGAN MEDIASI AFFECTIVE COMMITMENT (AC) DI SURABAYA SUITE HOTEL

Claudia Alvelina(1*), Vili Vilandari Engriwan(2),


(1) 
(2) 
(*) Corresponding Author

Abstract


Memasuki era globalisasi saat ini pertumbuhan pariwisata di Indonesia semakin berkembang pesat, khususnya dalam bidang perhotelan dimana setiap hotel dituntut untuk menciptakan keunggulan kompetitif agar mampu bertahan, yaitu dengan memberikan kualitas layanan terbaik yang merupakan salah satu prioritas bagi setiap hotel. Oleh karena itu penelitian ini dilakukan untuk mengetahui pengaruh Perceived Organizational Support Terhadap Employee Perceived Service Quality dan Affective Commitment Sebagai Variable mediasi. Structural Equation Modeling (SEM) dengan metode Partial Least Square digunakan dalam penelitian ini. Hasil penelitian adalah Job Satisfaction berpengaruh secara positif dan signifikan terhadap Affective Commitment, Affective Commitment berpengaruh secara positif tetapi tidak signifikan terhadap Employee Perceived Service Quality, Job Satisfaction berpengaruh positif dan signifikan terhadap Employee Perceived Service Quality, Affective Commitment adalah variabel yang tidak harus ada antara Job Satisfaction dan Employee Perceived Service Quality.


Keywords


Job Satisfaction, Affective Commitment, Employee Perceived Service Quality

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