PENGARUH INTERNAL SERVICE QUALITY TERHADAP EMPLOYEE LOYALTY DI MEDIASI OLEH EMPLOYEE JOB SATISFACTION PADA RESTORAN HIGH END DI SURABAYA
Kata Kunci:
Internal Service Quality; Employee Job Satisfaction; Employee Loyalty; Bisnis Restoran
Abstrak
Bisnis Food and Beverage (FnB) di Surabaya mengalami kenaikan yang signifikan serta berdampak besar terhadap pertumbuhan ekonomi di Surabaya.Tetapi, terdapat beberapa tantangan dalam dunia industri tersebut seperti tingkat pergantian karyawan yang tinggi, yang dapat memberikan dampak negatif terhadap performa bisnis. Penelitian ini bertujuan menganalisis pengaruh Internal Service Quality terhadap Employee Loyalty di mediasi dengan Employee Job Satisfaction pada Restoran High-End di Surabaya menggunakan metode kuantitatif dan kuesioner untuk mengumpulkan data, dan ditujukan kepada karyawan yang telah bekerja setidaknya 1 tahun di perusahaan yang sama. Jumlah sampel yang didapat sebanyak 136 dianalisis menggunakan Structural Equation Modeling – Partial Least Squares (SEM-PLS). Hasil penelitian menyatakan Employee Loyalty dan Employee Job Satisfaction dipengaruhi secara positif oleh Internal Service Quality, serta Employee Job Satisfaction berpengaruh positif terhadap Employee Loyalty dan berperan sebagai mediator antara Internal Service Quality dengan Employee Loyalty. Penelitian ini diharapkan dapat membantu restoran di Surabaya untuk mempertimbangkan peningkatan Internal Service Quality untuk meningkatkan Employee Job Satisfaction sehingga dapat menurunkan tingkat pergantian karyawan.
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Diterbitkan
2026-04-30
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Poillot, J., Wijaya, M., & Leoparjo, F. (2026). PENGARUH INTERNAL SERVICE QUALITY TERHADAP EMPLOYEE LOYALTY DI MEDIASI OLEH EMPLOYEE JOB SATISFACTION PADA RESTORAN HIGH END DI SURABAYA. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(1), 3183-3201. https://doi.org/10.31955/mea.v10i1.7469
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