Evaluation of Ease of Access to Information and Auditor Service Quality on Auditee Satisfaction In The SVLK Certification Process at TRIC
DOI:
https://doi.org/10.61402/sajmr.v3i1.221Keywords:
satisfaction, information accessibility, service quality, certificationAbstract
User satisfaction has a positive impact on corporate profitability in addressing intense market competition within the SVLK certification industry in Indonesia. This study aims to examine the influence of information accessibility and service quality on user satisfaction. A quantitative approach was employed to analyze the factors influencing user satisfaction. The analytical tool used in this research was Structural Equation Modeling-Partial Least Squares (SEM-PLS), utilizing SmartPLS for data processing. A total of 257 respondents were selected through purposive sampling to represent companies already certified under the SVLK scheme. The findings indicate that both information accessibility and service quality have a positive influence on user satisfaction
Downloads
References
Anani, S., Nadila Mohamad, I., Buhang, S., Alan Nur Datumula, F., Dalangko, F., & Mandiri, B. (2023). The Effect of Sales Promotion and Customer Satisfaction on Interest to Buy Gadgets. The Eastasouth Management and Business, 01(03), 128–136. https://doi.org/10.58812/esmb.v1.i03
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446–462. https://doi.org/10.1108/JM2-04-2014-0031
Candidate, D., Hamzah, D., Idrus Taba, M., & Mardiana Yusuf, R. (2017). The Effect of Personality, Ability, Organizational Support, Job Satisfaction and Organizational Commitment towards Lecturer Performance of Private University in Gorontalo. Scientific Research Journal (SCIRJ). www.scirj.org
Chi, C. G. Q., Wen, B., & Ouyang, Z. (2020). Developing relationship quality in economy hotels: the role of perceived justice, service quality, and commercial friendship. Journal of Hospitality Marketing and Management, 29(8), 1027–1051. https://doi.org/10.1080/19368623.2020.1748158
Defintasari, E. Z., Firdaus, M., & Sulaksono, H. (n.d.). MBA-Journal of Management and Business Aplication THE EFFECT OF SERVICE QUALITY ON THE LEVEL OF SATISFACTION FOR MAKING LAND CERTIFICATE IN BONDOWOSO REGENCY Student of Magister Management Program Higher Education of Economic Mandala.
Ghosh, P., Jhamb, D., & Singh Parmar, Y. (2023). Measuring QSR service quality on behavioral intentions of Gen Z customers using QUICKSERV-Mediating Effect of service value and satisfaction Rahul Dhiman Department of Business Management Measuring QSR service quality on behavioral intentions of Gen Z customers using QUICKSERV-Mediating Effect of service value and satisfaction.
Gorgolewski, K. J., Alfaro-Almagro, F., Auer, T., Bellec, P., Capotă, M., Chakravarty, M. M., Churchill, N. W., Cohen, A. L., Craddock, R. C., Devenyi, G. A., Eklund, A., Esteban, O., Flandin, G., Ghosh, S. S., Guntupalli, J. S., Jenkinson, M., Keshavan, A., Kiar, G., Liem, F., … Poldrack, R. A. (2017). BIDS apps: Improving ease of use, accessibility, and reproducibility of neuroimaging data analysis methods. PLoS Computational Biology, 13(3). https://doi.org/10.1371/journal.pcbi.1005209
Goyal, P., & Chanda, U. (2017). A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry. Sustainable Production and Consumption, 10, 50–65. https://doi.org/10.1016/j.spc.2016.12.001
Hernikasari, I., & Ali, H. (2022). DETERMINASI CITRA MEREK MELALUI KEPUASAN PELANGGAN BEAR BRAND: ANALISIS HARGA DAN KUALITAS PRODUK (REVIEW MANAJEMEN PEMASARAN). 3(1). https://doi.org/10.38035/jmpis.v3i1
Ibrahim, E., & Napu, K. (2023). The Influence of Environment and Satisfaction on Student Learning Motivation Article Info ABSTRACT. In West Science Journal Economic and Entrepreneurship (Vol. 1, Issue 02).
Indriastuti, D., & Hidayat, A. (2021). The Importance of Service Experience, Trust, and Satisfaction on Banking Customer Loyalty. European Journal of Business and Management Research, 6(3), 92–98. https://doi.org/10.24018/ejbmr.2021.6.3.864
Ozdemir, Y., Kaya, S. K., & Turhan, E. (2020). A scale to measure sustainable campus services in higher education: “Sustainable Service Quality.” Journal of Cleaner Production, 245. https://doi.org/10.1016/j.jclepro.2019.118839
Puspitasari, N., & Fauziyah, L. (2022). The Efficiency of Islamic General Insurance Using Data Envelopment Analysis (DEA). International Journal of Islamic Business and Management Review, 2(1), 1–13. https://doi.org/10.54099/ijibmr.v2i1.134
Quach, T. N., Thaichon, P., & Jebarajakirthy, C. (2016). Internet service providers’ service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer Services, 29, 104–113. https://doi.org/10.1016/j.jretconser.2015.11.012
Rauf, N., Pamolango, S., Uloli, A., Revalenda Tjomo, S., & Mandiri, B. (2023). The Effect of Customer Satisfaction and Brand Loyalty on Increasing Karawo’s Business Market Share. In The ES Economy and Entrepreneurship (Vol. 01, Issue 03).
Satti, Z. W., Babar, S. F., & Ahmad, H. M. (2021). Exploring mediating role of service quality in the association between sensory marketing and customer satisfaction. Total Quality Management and Business Excellence, 32(7–8), 719–736. https://doi.org/10.1080/14783363.2019.1632185
Subowo, S.Kom., M.T.I., M. H. (2020). Pengaruh Prinsip Technology Acceptance Model (TAM) Terhadap Kepuasan Pelanggan Aplikasi Ojek Online Xyz. Walisongo Journal of Information Technology, 2(2), 79. https://doi.org/10.21580/wjit.2020.2.2.6939
Suharto, S., & Yuliansyah, Y. (2023). The Influence of Customer Relationship Management and Customer Experience on Customer Satisfaction. Integrated Journal of Business and Economics, 7(1), 389. https://doi.org/10.33019/ijbe.v7i1.641
Xia, Y., & Ha, H. Y. (2021). Does customer orientation matter? Direct and indirect effects in a service quality-sustainable restaurant satisfaction framework in China. Sustainability (Switzerland), 13(3), 1–16. https://doi.org/10.3390/su13031051
Yi, Y., & Nataraajan, R. (2018). Customer satisfaction in Asia. Psychology and Marketing, 35(6), 387–391. https://doi.org/10.1002/mar.21093
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 SAJMR : Southeast Asian Journal of Management and Research
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
