The effect of service quality, utilisation of management information systems, and communication on participant satisfaction with trust as an intervening variable on Taspen pension participants in the Tanjungpinang City

https://doi.org/10.35912/jomabs.v1i4.2423
Published: Sep 17, 2024

Abstract:

Purpose: The purpose of this study was to analyze the satisfaction of retired participants in Taspen in the Tanjungpinang city area.

Methodology: This study uses the variables of service quality, use of management information systems, and communication on participant satisfaction through trust. The study population included retired participants in the Taspen, Tanjungpinang city area. Meanwhile, the sample used in this study included as many as 150 people from the population. Data were collected using the questionnaire method by providing a list of questions or questionnaires directly to respondents. In this study, the researcher used SPSS ver.23 and SEM-PLS version 4 data processing.

Results: This study shows that Service Quality (X1) directly has a positive and significant effect on trust (Z) with P-Value by 0.001 < 0.05, the Utilization of Management Information System (X2) directly has a positive and insignificant effect on trust (Z) with P-Value by 0.108 > 0.05, Communication (X3) directly has a positive and significant effect on trust (Z) with P-Value by 0.000 < 0.05, Service Quality (X1) directly has a positive and insignificant effect on satisfaction (Y) with P-Value by 0.063 > 0.05, the Utilization of Management Information System (X2) directly has a positive and significant effect on satisfaction (Y) with P-Value by 0.000 < 0.05, Communication (X3) directly has a positive and insignificant effect on satisfaction (Y) with P-Value by 0.327 > 0.05, trust (Z) directly has a positive and significant effect on satisfaction (Y) with P-Value by 0.031 < 0.05, the service quality variable (X1) mediates trust (Z) on participant satisfaction (Y) with P-Value by 1.978 > 1.540, the variable Utilization of Management Information System (X2) does not mediate trust (Z) on participant satisfaction (Y) with P-Value by 0.887 < 17.324, the Communication variable (X3) does not mediate the trust (Z) on participant satisfaction (Y) with P-Value by 0.1.501 > 0.450. The R-squared value for the confidence variable (Z) was 0.528 (52.8%), while the remaining 47.2% was explained by other variables outside the model. The R-squared value of the satisfaction variable (Y) was 0.489 (48.9%), while the remaining 51.1% indicated that Z had a mediating effect between X1, X2, and X3 on participant satisfaction (Y).

Keywords:
1. Service Quality
2. Utilization of Management Information Systems
3. Satisfaction
4. Trust
Authors:
1 . Meisy Pujianti Ningrum
University of Batam, Indonesia
2 . Fachrudin Fachrudin
University of Batam, Indonesia
3 . Ngaliman Ngaliman
University of Batam, Indonesia
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How to Cite
Ningrum, M. P., Fachrudin, F., & Ngaliman, N. (2024). The effect of service quality, utilisation of management information systems, and communication on participant satisfaction with trust as an intervening variable on Taspen pension participants in the Tanjungpinang City. Journal of Multidisciplinary Academic Business Studies, 1(4), 1027–1045. https://doi.org/10.35912/jomabs.v1i4.2423
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Vol. 1 No. 4 (2024): August
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  2. adipurnomo, h. (2012). Strategi intervensi dalam implementasi nilai-nilai pendidikan karakter bangsa di sekolah.
  3. Afrin, S., Sehreen, F., Polas, M. R. H., & Sharin, R. (2020). Corporate Social Responsibility (CSR) practices of financial institution in Bangladesh: the case of United Commercial Bank. Journal of Sustainable Tourism and Entrepreneurship, 2(2), 69-82.
  4. Alamsyah, I. E. (2022). Dana Stunting Capai Rp 44 Triliun, Kemenkeu Minta Program Transparan dan Merata.
  5. Almagro, R. E., & Edig, M. M. (2024). Mathematics learning motivated by computer attitude and social media engagement. Journal of Social, Humanity, and Education, 4(2), 79-97.
  6. Arikunto, S. (2012). Prosedur penelitian : suatu pendekatan praktik.
  7. Baron, J. V., & Cruz, J. A. D. (2023). The spiral progression approach in teaching science: Its Volatilities, Uncertainties, Complexities, and Ambiguities (VUCA). Journal of Social, Humanity, and Education, 3(2), 89-103.
  8. Budianto, R., Praptapa, A., Herwiyanti, E., Puji, P., Suyono, E., & Rusmana, O. (2022). Technological innovation in Small and Medium Enterprises: A bibliometric analysis. Journal of Sustainable Tourism and Entrepreneurship, 3(4), 289-303.
  9. Effendy, M. Y., Nurninawati, E., & Setiyawan, A. A. (2022). Design And Build A Web-Based Asset Management Information System at Pt Thamrin Telekomunikasi Network.
  10. El Fallahi, F., Ibenrissoul, A., & Adil, E. (2022). Does innovation play a role in the relationship between corporate social and financial performance? A systematic literature review. International Journal of Financial, Accounting, and Management, 4(3), 315-334.
  11. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling.
  12. Jalasi, A. B., & Ambad, S. N. A. (2020). Religiosity and Muslims’ intention to visit homestays: the mediating role of attitude. Journal of Social, Humanity, and Education, 1(1), 53-65.
  13. Kasmir. (2018). Analisis laporan keuangan.
  14. Khan, M. R., & Hossain, S. S. (2021). Perception of distance learning in Bangladeshi tertiary education: Prospects and obstacles in the Covid-19 era. Journal of Social, Humanity, and Education, 1(3), 197-207.
  15. Kotler, P. (2012). Marketing management : analysis, planning, implementation, and control.
  16. Kotler, P., & Keller, K. L. (2016). Marketing Management.
  17. Kotlers, P. (2009). Marketing Management.
  18. Kurniasih, D., & Elizabeth, E. (2021). Pengaruh Kualitas Pelayanan, Citra Merek dan Getok Tular terhadap Keputusan Pembelian Jasa. Reviu Akuntansi, Manajemen, dan Bisnis, 1(1), 1-8.
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  25. Ndoh, U. N., & Umbugadu, M. A. (2024). Multimedia instructional materials in teaching basic science concepts for students with hearing impairment. Journal of Social, Humanity, and Education, 4(3), 181-192.
  26. Nurdiniawti, M. (2020). Penggunaan Media Flash Cards Untuk Meningkatkan Penguasaan Kosakata Bahasa Inggris Dan Bahasa Arab. AL-AF'IDAH: Jurnal Pendidikan Bahasa Arab dan Pengajarannya, 4(1), 35-50.
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  28. Olayemi, A. A. (2020). Public perception, practices, and readiness for post Covid-19 lifestyle in Ikolaba Community, Ibadan. Journal of Social, Humanity, and Education, 1(1), 1-12.
  29. Pahlephi, R. D. (2022). Sistem Informasi Manajemen: Pengertian, Fungsi, dan Ciri-cirinya.
  30. Parasuraman, S. P., Zeithaml, V. A., & Berry, L. L. (1985). Model Konseptual Kualitas Layanan dan Implikasinya terhadap Penelitian Masa Depan (SERVQUAL).
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  33. Rajabi, A., & Ghalehteimouri, K. J. (2022). Application of Meta-SWOT method for tourism development planning of Farsi Island of the Persian Gulf Region. Journal of Sustainable Tourism and Entrepreneurship, 4(2), 123-138.
  34. Sahatatua, R., Setiady, T., Tinambunan, W. D., Suherman, A. M., Astawa, I. K., & Ansari, T. S. (2024). Comparative analysis of e-commerce arbitration in business dispute resolution in Indonesia And China. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 437-440.
  35. Sarker, B. K., Gain, N., Saha, S. K., Mondal, N. B., & Ifte, I. (2024). A quantitative research of learning habits of secondary school students: An observational study in Dhaka Division. Journal of Social, Humanity, and Education, 4(2), 117-127.
  36. Scott, G. M. (1997). Prinsip-prinsip sistem informasi manajemen.
  37. Siahaan, M., Jasa, C. H., Anderson, K., Rosiana, M. V., Lim, S., & Yudianto, W. (2020). Penerapan Artificial Intelligence (AI) Terhadap Seorang Penyandang Disabilitas Tunanetra. Journal of Information System and Technology (JOINT), 1(2), 186-193.
  38. Sirojudin, M. T., Welsa, H., & Ningrum, N. K. (2023). Pengaruh Kualitas Layanan Dan Nilai Yang Dirasakan Peserta Terhadap Kepuasan Peserta Dengan Kepercayaan Sebagai Variabel Mediasi Pada Pt Taspen (Persero) Kantor Cabang Yogyakarta.
  39. Suherna, S., & Nasiatin, T. (2023). Relationship between Customer Management Micro, Small and Medium Enterprises (MSMEs) and Marketing Performance in Banten. Journal of Sustainable Tourism and Entrepreneurship, 4(3), 345-355.
  40. Sutadji. (2016). Perencanaan dan Pengembangan Sumber Daya Manusia.
  41. Tamindael, M., & Ruslim, T. S. (2021). Pengaruh komunikasi dan citra merek terhadap loyalitas merek dengan kepercayaan sebagai mediasi. Jurnal Manajerial Dan Kewirausahaan, 3(1), 236-244.
  42. Thalib, M. A., Kumadji, D., Edis, E., & Saikim, F. S. (2023). Refleksi Nilai Huyula di balik Praktik Akuntansi oleh Pengusaha Depot Air Minum. Goodwood Akuntansi dan Auditing Reviu, 2(1), 49-59.
  43. Tjiptono, F. (2005). Prinsip-prinsip total quality service.
  44. White, G. (1984). Developmental states and socialist industrialisation in the Third World. The Journal of Development Studies, 21(1), 97-120.