The Influence of High Performance Work Systems on Service Quality and the Mediating Role of Trust, Job Satisfaction and Affective Commitment

Jurnal Ilmiah Manajemen Kesatuan Pub Date : 2024-02-25 DOI:10.37641/jimkes.v12i1.2344

Eza Anugerah Ramadhan, Diana Fajarwati

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Abstract

This research aims to prove the existence of a relationship between all variables that are assumed to occur in Beauty Clinics in the DKI Jakarta area, consisting of the variables High Performance Work System (HPWS), Trust, Job Satisfaction, Affective Commitment and Service Quality. The research approach used in this research is quantitative research. The population in this study were employees who worked in the Beauty Clinic industry in the DKI Jakarta area. The data was collected using a survey method by distributing questionnaires to respondents, namely Beauty Clinic employees in the DKI Jakarta area with a work period of more than 1 year. The questionnaires collected were 210 respondents, the data was then processed using Smart PLS. Partially, theHigh Performance Work System (HPWS) variable has been proven to have a positive effect on Trust, Job Satisfaction and Affective Commitment. Then Trust, Job Satisfaction and Affective commitment have a positive effect on Service Quality. Furthermore, results were obtained regarding the mediating role of Trust, Job Satisfaction and Affective Commitment on the influence of theHigh Performance Work System on Service Quality. Keywords: high performance work system. trust, job satisfaction, affective commitment, service quality

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高绩效工作系统对服务质量的影响以及信任、工作满意度和情感承诺的中介作用

本研究旨在证明雅加达 DKI 地区美容诊所中存在的所有变量之间的关系，这些变量包括高绩效工作系统（HPWS）、信任、工作满意度、情感承诺和服务质量。本研究采用的研究方法是定量研究。研究对象为雅加达 DKI 地区美容诊所行业的员工。数据收集采用了调查法，即向雅加达 DKI 地区工作时间超过 1 年的美容诊所员工发放调查问卷。收集到的问卷有 210 份，然后使用智能 PLS 对数据进行了处理。部分结果表明，高绩效工作系统（HPWS）变量对信任、工作满意度和情感承诺有积极影响。然后，信任、工作满意度和情感承诺又对服务质量产生了积极影响。此外，还得出了信任、工作满意度和情感承诺对高绩效工作体系对服务质量影响的中介作用。关键词：高绩效工作系统；信任；工作满意度；情感承诺；服务质量

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Jurnal Ilmiah Manajemen Kesatuan

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