Effect of Job Satisfaction on Service Quality mediated by Lecturer Performance at State Universities

Abstract

Job satisfaction achieved by lecturers can affect all aspects of productivity, from performance to the quality of services provided in the academic community. This study focuses on analyzing the effect of job satisfaction on service quality with the performance of lecturers as mediators. This study uses an explanatory research method involving 140 respondents from lecturers who teach at state universities. Respondents were chosen by the simple random technique to fill in the questionnaire instrument with the same. The data analysis technique used was Structural equation modeling-partial least squares (SEM-PLS) with the help of Smart PLS 3. The results showed that job satisfaction had a significant direct effect on lecturer performance. However, it does not have a significant direct effect on the quality of lecturer services. On the other hand, the performance of lecturers has a significant direct effect on the quality of lecturer services. In addition, the performance of lecturers also acts as a full mediator so that job satisfaction can affect the quality of lecturer services. The structural model formed also fits the empirical data so that this research can be used as a reference to improve the quality of lecturer services in state universities.

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