REVIEW: MODEL KONSEPTUAL BUDAYA LAYANAN

Abstract

Abstract This research is a review of literature related to the results of previous research. The research method used is a literature study of prior research to produce a conceptual model for research on civil service culture. Madani's Service Culture, which is developed within the internal environment of business entities, is expected to create employee satisfaction, which can have an impact on building quality service (qualified service) to realize quality service value (qualified service value) and have a positive effect on the formation of customer satisfaction (customer satisfaction) to customer loyalty (customer loyalty). Madani's Service Culture, which is developed within the internal environment of business entities, is expected to create employee satisfaction, which can have an impact on building quality service (qualified service) to realize quality service value (qualified service value) and have a positive effect on the formation of customer satisfaction (customer satisfaction) to customer loyalty (customer loyalty). Keyword: Qualified Service Value, Customer Satisfaction, Customer Loyalty, Madani's Service Culture. Abstrak Penelitian ini merupakan review literatur terkait hasil penelitian terdahulu. Metode penelitian yang digunakan merupakan studi literatur tentang penelitian terdahulu untuk menghasilkan suatu model konseptual penelitian tentang budaya layanan madani. Budaya Layanan Madani (Madani’s Service Culture) yang dikembangkan di lingkungan internal entitas bisnis diharapkan dapat mewujudkan kepuasan karyawan (employee satisfaction) yang dapat berdampak pada terciptanya layanan yang berkualitas (qualified service) untuk mewujudkan nilai layanan yang berkualitas (qualified service value) serta berpengaruh positif terhadap bentukan kepuasan pelanggan (customer satisfaction) hingga loyalitas pelanggan (customer loyalty). Budaya Layanan Madani (Madani’s Service Culture) yang dikembangkan di lingkungan internal entitas bisnis diharapkan dapat mewujudkan kepuasan karyawan (employee satisfaction) yang dapat berdampak pada terciptanya layanan yang berkualitas (qualified service) untuk mewujudkan nilai layanan yang berkualitas (qualified service value) serta berpengaruh positif terhadap bentukan kepuasan pelanggan (customer satisfaction) hingga loyalitas pelanggan (customer loyalty). Kata Kunci : Nilai Layanan Berkualitas, Kepuasan Pelanggan, Loyalitas Pelanggan, Budaya Layanan Madani.