IJSTR

International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
0.2
2019CiteScore
 
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020

CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT

IJSTR >> Volume 8 - Issue 8, August 2019 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



Measurment Of Costumer Satisfaction Using Self-Management And Emotional Intelegence

[Full Text]

 

AUTHOR(S)

Suharto, Ngaliman, Bambang Satriawan

 

KEYWORDS

self- management, emotional intelligence, customer satisfaction, Organization, Person Abilities, Competition

 

ABSTRACT

The aim of this research was to determine the effect of self-management. emotional intelligence. customer satisfaction. The quantitative approach is implemented in this research. Methods of research surveys on 160 customers were taken by accidental sampling and questionnaires as research instruments. The findings indicate that: self-management has a positive direct effect on emotional intelligence. self-management directly positive effect on customer satisfaction. emotional intelligence has a direct positive effect on customer satisfaction

 

REFERENCES

[1]. Adeyemo. D. A.. Dzever. Linus Terry & Nyananyo Julius Lambert. (2015). Organization Climate. Leadership Style And Emotional Intelligence As Predictors Of Quality Of Work Life Among Bank Workes In Ibadan. Nigeria. Departement Of Guidance And Counselling. Faculty Of Education. University Of Ibadan. Nigeria. European Scientific Journal. February. Edition Vol. 11. No. 4 ISSN: 1857-7881 (Print) e-ISSN 1857-7431.
[2]. Agyapong. Gloria K.Q. (2011). International Journal of Business and Management. Vol. 6. No. 5; May 2011. The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). University of Cape coast Cape Coast. Ghana.
[3]. Akduman. Gulbeniz.. Zeynep Hatipoglu & Zeki Yuksekbilgili. (2015). MPRA Munich Personal Repec Archive. International Journal of Advanced Multidisciplinary Research and Review Volume 3. No. 4. A Research about Emotional Intelligence on Generations. Istanbul Arel University . Istanbul-Turkey. Nisantasi University Istanbul-Turkey. Avrasya University Trabzon-Turkey.
[4]. Andriyansah & Aryanto. V. D. W (2017). A Structural Equation Modelling Approach on Tourism Mega Event of Total Solar Eclipse and Customer Value in Belitung. Indonesia. International Journal of Mechanical Engineering and Technology. 8(6). 317-326
[5]. Anwar. Kofand. (2016). The Relationship Between Employee Commitment And Sustained Productivity In Agricultural Businesses. International Journal Of Management And Applied Science. Issn: 2394-7926. Volume-2. Issue-1. Jan-2016. Business Administration Department. Ishik University. Erbi. Govand.
[6]. Arfaraa. Christina & Samanta. Irene. (2016). Science Direct Procedia - Social and Behavioral Sciences 230 (2016) 167 – 175. The impact of emotional intelligence on improving team-working: the case of Public Sector (National Centre for Public Administration and Local Government - N.C.P.A.L.G.). Piraeus University of Applied Sciences. Egaleo – Athens.
[7]. Ashry. Nevein M. El & Abdel Al. Mona Hassan. (2015). Self management strategies to control auditory hallucinations among patients with schizophrenia. International Journal of Current Research. Peer Reviewed Open Acces Journal: Fast Publication) ISSN: 0975-833X; Impact Factor: 7.616. Author: Subject Area: Health Sciences. 2015.
[8]. Ashry. Nevein M. El & Abdel Al. Mona Hassan. (2015). Self management strategies to control auditory hallucinations among patients with schizophrenia. International Journal of Current Research. Peer Reviewed Open Acces Journal: Fast Publication) ISSN: 0975-833X; Impact Factor: 7.616. Author: Subject Area: Health Sciences.
[9]. Asim. Titi Mirawati. (2016). Pengaruh Bimbingan Manajemen Diri Dalam Meningkatkan Kedisiplinan Belajar Siswa. Journal of EST. Volume 2 Nomor 2. Agustus. Hal. 105-112. p-ISSN: 2460-1497. e-ISSN: 2477-3840.
[10]. Boger. Emma.. Jaimie Ellis. Sue Latter. Claire Foster. Anne Kennedy. Fiona Jones. Vicky Fenerty. Ian Kellar. Sara Demain. (2015). Self-Management and Self-Management Support Outcomes: A Systematic Review and Mixed Research Synthesis of Stakeholder Views. Published: July 10. doi.org/10.1371/journal.pone.0130990. Plose One. XV Collection.
[11]. Cheung. W.M. & Cheng. Y.C. (1996). "A multi‐level framework for self‐management in school". Emeraldinsight. Volume 10. Issue 1. International Journal of Educational Management. (Faculty of Education. The Chinese University of Hong Kong. Shatin. Hong Kong). (1996). pp.17-29. doi.org/10.1108.
[12]. Duchesne. S.. & McMaugh. A. (2018). Educational psychology for learning and teaching. Cengage AU
[13]. Fatimah. F.. Rosadi. D.. & Hakim. R. B. F. (2018. March). Probabilistic soft sets and dual probabilistic soft sets in decision making with positive and negative parameters. In Journal of Physics: Conference Series (Vol. 983. No. 1. p. 012112). IOP Publishing.
[14]. Fonseca. Filipa.. Sofia Pinto. Carlos Brito. (2010). Service Quality And Customer Satisfaction In Public Transports. International Journal for Quality research. Vol. 4. No. 2. 2010. Catholic University of Portugal. Portugal & Faculty of Economics. University of Porto. Portugal.
[15]. Fraser. Robert.. Dawn Ehde. Dagmar Amtmann. Aimee Verrall. Kurt L. Johnson. Erica Johnson. & George H. Kraft. (2010). Self-Management for People with Multiple Sclerosis Report from the First International Consensus Conference. International Journal of MScare. November 15. 2010. 2013 Summer; 15(2): 99–106.
[16]. Gayathri. N. & Meenakshi. K. (2013). International Journal of Humanities and Social Science Invention. Volume 2 Issue 3 March. 2013 PP.42-51. A Literature Review of Emotional Intelligence. 1. VIT University. Vellore.
[17]. Gema Alvarez. Ana & Sinde Cantorna. (2014). Self-employment and job satisfaction: an empirical analysis. (Department of Business Organisation and Marketing. University of Vigo. Vigo. Spain). International Journal of Manpower. Vol. 35 Issue: 5. pp.688-702. doi.org/10.1108/IJM-11-2012-0169.
[18]. Hair. J.F. (2009). Multivariate Data Analysis. Edisi 9. New Jersey: Pearson Education.
[19]. Hamid. Najmeh.. Yaser Boolaghi & Amir Sam Kiani Moghadam. (2018). The Efficacy of acceptance and commitment based therapy (ACT) on depressive symptoms and cognitive emotion regulation strategies in depressive students. Page 5-29. International Journal of Psychology. Current Issue: Volume 12. Issue 1 - Serial Number 23. Winter and Spring 2018. Page 1-234.
[20]. Irfan. Muhammad.. Mohammad Farid Shamsudin & Noor Ul Hadi. (2016). Published by Canadian Center of Science and Education. How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market. International Journal of Business and Management; . Vol. 11. No. 6; 2016. Universiti Kuala Lumpur Business School (UNIKL BIS). Bangunan Yayasan Selangor. Malaysia
[21]. Kärnä. Sami. (2004). Analysing customer satisfaction and quality in construction- the case of public and private customers. Nordic Journal of Surveying and Real Estate Research - Special Series. Vol. 2. Helsinki University of Technology.
[22]. Kartar Singh. Jugindar Singh & Nik Mahmood. Nik Hasnaa. (2016). Expatriates emotional competencies and its impact on job performance: empirical evidence from Malaysia. Electronic Journal of Business and Management Vol. 1. No. 1. (2016). pp. 9-23. Asia Pacific University of Technology and Innovation. Malaysia.
[23]. Kasapi. Z. & Mihiotis. A. (2014). Emotional Intelligence Quotient and Leadership Effectiveness in the Pharmaceutical Industry. International Journal of Business Administration Vol. 5. No. 1; 2014.: A New Template. Hellenic Open University. Patras.
[24]. Labhane. C. P. & Baviskar. P. A. (2015). Self concept and Emotional intelligence: A comparative study of Arts and Science college students. The International Journal of Indian Psychology. Volume 2. Issue 2.. 2015. HOD. Dept of Psychology. M.J. College. Jalgaon (MS).
[25]. Malik. Saif Ullah. (2012). Customer Satisfaction. Perceived Service Quality and Mediating Role of Perceived Value. MPRA Munich Personal RePEc Archive. International Journal of Marketing Studies. Vol. 4. No. 1; February 2012. Institute of Business Management. Karachi. Pakistan.
[26]. Manz. C.C. . & Sims. H. Positivisme . Jr. (1995). Self – Management as A Subtitude Leadership: A Social Learning Theory Perspective. New York ; Mc grow Hill. Maryland Institude. 2005. The Characteristic of Emotional. Maturity. Diakses dari http: //www.jstor.org/stable/257111. Tanggal 15 Oktober 2013 jam 13.57.
[27]. Mehmood. Tahir.. Saba Qasim & Rabbia Azam. (2013). Impact of Emotional Intelligence on the Performance of University Teachers. International Journal of Humanities and Social Science. Vol. 3 No. 18; October 2013. Institute of Education & Research University of the Punjab Lahore-Pakistan.
[28]. Mehrad. Aida.. Hanina Halimatussadiah Binti Hamsan. Ma’rof Bin Redzuan. Haslinda Abdullah. (2015). Relationship between Reward and Emotional Intelligence of Academic Staff at Malaysian Public Universities. Journal of Educational. Health and Community Psychology. Vol. 4. No. 1. 1University Putra Malaysia (UPM).
[29]. Minh Ngo. Ing. Vu & Huan Huu. Nguyen. (2016). Journal of Competitiveness. Vol. 8. Issue 2. pp. 103 - 116. June 2016. The Relationship between Service Quality. Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. 1Tomas Bata University in Zlín. 2 University of Economics Ho Chi Minh City.
[30]. Minh Ngo. Ing. Vu & Huan Huu. Nguyen. (2016). The Relationship between Service Quality. Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness. Vol. 8. Issue 2. pp. 103 - 116. June. Tomas Bata University in Zlín & University of Economics Ho Chi Minh City.
[31]. Modassir. Atika & Singh. Tripti. (2008). Relationship of Emotional Intelligence with Transformational Leadership and Organizational Citizenship Behavior. International Journal of Leadership Studies. Vol. 4 Iss. 1. pp. 3-21. Wipro Technologies & Indian Institute of Management. Bangalore.
[32]. Muhlbauer. Varda & Tziner. Aharon. (2017). Introduction Overwork in Contemporary Organizations: An Interdisciplinary Analysis. International Studies of Management & Organization. Volume 47. ISSN: 0020-8825 (Print) 1558-091. Pages: 311-323. International Studies of Management & Organization. 47:4. 307-310. DOI: 10.1080/00208825.2017.1382267.
[33]. Naga. Dali S. (1992). Pengantar Teori Skor pada Pengukuran Pendidikan. Jakarta: Universitas Negeri Jakarta.
[34]. Nuridin. (2018). Effect of Service Quality and Quality of Products to Customer loyalty with Customer Satisfaction as Intervening Variable in PT. Nano Coating Indonesia. Center for Promoting Education and Research (CPER) USA. International Journal of Business and Applied Social Science (IJBASS) VOL: 4. ISSUE: 1 January Krisnadwipayana University Jakarta. Campus UNKRIS Jatiwaringin.
[35]. Palvalin. M.. van der Voordt. T. & Jylhä. T. (2017). The impact of workplaces and self-management practices on the productivity of knowledge workers. Journal of Facilities Management. 15(4). 423-438. DOI: 10.1108/JFM-03-2017-0010
[36]. Prati. L. Melita.. Ceasar Douglas. Gerald R. Ferris. Anthony P. Ammeter. M. Ronald Buckley. (2003). Emotional Intelligence. Leadership Effectiveness. And Team Outcomes. The International Journal of Organizational Analysis. Vol 11. No. 1. 2003. pp. 21. 123. Florida State University. 4University of Mississippi. University of Oklahoma.
[37]. Punia. Namrata.. Jayanti Dutta. Yukti Sharma. (2015). Emotional Intelligence: A Theoretical framework. International Journal of Scientific & Engineering Research. Volume 6. Issue 5. May-2015. Research Scholar. Lady Irwin College. Central Institute of Education. University of Delhi. New Delhi. India.
[38]. Savickas. M. L. (2001). A Developmental Perspective on Vocational Behavior: Career Pattern. Salience. and Themes. International Journal for Educational and Vocational Guidance. 1. 49-57.
[39]. Singh. Shailendra. (2004). Researchgate. Development of a Measure of Emotional Intelligence. National Academy of Psychology. India. Vol. 49. Nos. 2-3. 136-141. Indian Institute of Management. Lucknow.
[40]. Suchánek. Petr & Králová. Maria. (2015). Acta Universitatis Agriculturae Et Silviculturae Mendelianae Brunensis. Volume 63 Number 3. Effect of customer satisfaction On company performance. Department of Corporate Economy. Lipová Brno. Czech Republic.
[41]. Suharto.. Suyanto & Hendri. N. (2019). The Impact of Organizational Commitment on Job Performance. International Journal of Economics & Business Administration (IJEBA). 7(2). 189-206
[42]. Suifan. Taghrid S.. Ayman Bahjat Abdallah & Rateb J. Sweis. (2015). The Effect of a Manager‟s Emotional Intelligence on Employees‟ Work Outcomes in the Insurance Industry in Jordan. International Business Research; Vol. 8. No. 9; 2015 ISSN 1913-9004 E-ISSN 1913-9012 Published by Canadian Center of Science and Education. Department of Business Management. Faculty of Business. The University of Jordan. Jordan.
[43]. Sumathy. L.. Madhavi. C. & A. J. W. Felix. (2015). American International Journal of Social Science Vol. 4. No. 1; February. Influence of Emotional Intelligence on Decision Making by Leaders. Head Department of Business Administration. Reader cum Statistician Community Medicine R.M.M.C Annamalai University Annamalai Nagar Tamil Nadu.
[44]. Tamini. Bahman Kord & Chadha. Narendra K. (2018). Emotional Intelligence and Quality of Work Life between Iranian and Indian University Employees: A Cross–Cultural Study. Page 91-117. International Journal of Psychology. Current Issue: Volume 12. Issue 1 - Serial Number 23. Winter and Spring 2018. Page 1-234.
[45]. Thirsk. Lorraine M. & Clark. Alexander M. (2014). International Journal of Nursing Studies. May. Volume 41. Issue 5. Pages 691-693. What is the ‘self’ in chronic disease self-management? DOI: org/10.1016/j.ijnurstu.2013.10.008.
[46]. Thiruchelvi. A. & Supriya. M.V. (2009). Emotional Intelligence and Job Satisfaction. Asia-Pasific Journal of Management Research and Innovation. Volume: 5 issue: 2. page(s): 109-115. Article first published online: April 1; Issue published: doi.org/10.1177/ 0973247 00900 500209.
[47]. Wantara. Pribanus. (2015). The Relationships among Service Quality. Customer Satisfaction. and Customer Loyalty in Library Services. International Journal of Economics and Financial. Issues. Vol 5. Special Issue. 2015. University of Trunojoyo Madura. East Java province. Indonesia.
[48]. Daud, A., Farida, N., Andriyansah & Razak, M. (2018). Impact of customer trust toward loyalty: the mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research, 13(02).
[49]. Watson. D. R.. & Tharp. R. G. (2001). Self-directed behavior (8th ed.) Monterey. CA: Brooks/Cole.
[50]. Fatimah, Fatia and J. C. R. Alcantud, "Expanded Dual Hesitant Fuzzy Sets," 2018 International Conference on Intelligent Systems (IS), Funchal - Madeira, Portugal, 2018, pp. 102-108.
doi: 10.1109/IS.2018.8710539
[51]. Yukl. Gary. (2001). Leadership in Organization. Fifrh Edition. Prentice Hall. Inc. New Jersey.