This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.
Employee performance is a main concern for public organizations to provide excellent service to public communities. To reach a high employee performance, human resources is prominent key successes. This study aims to analyse the effect of work environment on organizational culture and employee performance mediated by organizational culture at Regional Secretariat Office of the Boven Digoel Distrct. The study applied Structural Equation Modeling (SEM) with the use of a saturated sample from sevent working divisions at Secretariat Office. With respect to analysis, all weighted loading factor indicate above 0.50 and coefficient path paramaters for the relationship between the work environment and organizational culture and employee peformance are a positive and significant. This is also valid for the relationship between organizational culture and employee performance.
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