Pengaruh Supply Chain Management, Quality Control, Inovasi Teknologi, dan Kepuasan Pelanggan Terhadap Kinerja Organisasi di Salah Satu Bank Konvensional di Sulawesi
DOI:
https://doi.org/10.58812/jbmws.v2i02.338Kata Kunci:
Supply Chain Management, Quality Control, Inovasi Teknologi, Kepuasan Pelanggan, Kinerja Organisasi, PerbankanAbstrak
Penelitian ini mengeksplorasi pengaruh manajemen rantai pasokan, kontrol kualitas, inovasi teknologi, dan kepuasan pelanggan terhadap kinerja organisasi sebuah bank konvensional di Sulawesi. Desain penelitian kuantitatif digunakan, dan data dikumpulkan melalui survei cross-sectional terhadap karyawan, pelanggan, dan personil manajemen. Statistik deskriptif, analisis korelasi, analisis regresi, dan pemodelan persamaan struktural dilakukan untuk menganalisis data. Temuan menunjukkan adanya korelasi positif yang signifikan antara manajemen rantai pasokan, kontrol kualitas, inovasi teknologi, kepuasan pelanggan, dan kinerja organisasi. Analisis regresi menunjukkan bahwa variabel-variabel ini secara kolektif menjelaskan 60,2% varians dalam kinerja organisasi, dengan masing-masing faktor memberikan kontribusi yang signifikan. Pemodelan persamaan struktural menegaskan hubungan antara variabel dan mendukung model teoritis yang diusulkan. Studi ini menyoroti pentingnya praktik manajemen rantai pasokan yang efektif, langkah-langkah pengendalian kualitas, inisiatif inovasi teknologi, dan kepuasan pelanggan dalam meningkatkan kinerja organisasi bank konvensional terpilih di Sulawesi. Temuan ini memberikan wawasan bagi bank untuk mengembangkan strategi yang mendorong kinerja yang lebih baik dan kesuksesan jangka panjang.
Referensi
Al-dalahmeh, M., Khalaf, R., & Obeidat, B. (2018). The effect of employee engagement on organizational performance via the mediating role of job satisfaction: The case of IT employees in Jordanian banking sector. Modern Applied Science, 12(6), 17–43.
Alahmad, Y. Y. (2021). The relationship between supply chain management practices and supply chain performance in Saudi Arabian firms. American Journal of Industrial and Business Management, 11(01), 42.
Anthony Swaim, J., Maloni, M. J., Henley, A., & Campbell, S. (2016). Motivational influences on supply manager environmental sustainability behavior. Supply Chain Management: An International Journal, 21(3), 305–320.
Aponno, E. H., Brasit, N., Taba, M. I., & Amar, M. Y. (2017). Factors that influence organizational citizenship behavior and employees performance with local culture moderation” pela gandong”. Scientific Research Journal, 5(6), 11–26.
Ardiansyah, M. (2016). Development models and strategy of micro, small and medium enterprises (MSMEs) in south Sulawesi. International Conference, Integrated Microfinance Management for Sustainable Community Development (IMM 2016), 175–180.
Aryani, Y., & Andari, W. (2021). Impact of information technology and e-commerce on Indonesia’s trade to ASEAN countries.
Asenge, E. L., Adudu, C. A., & Torough, S. M. (2019). Total Quality Management Practices and Performance of Deposit Money Banks (DMBs) in Nigeria.
Asnordin, N. A., Sundram, V. P. K., & Noranee, S. (2021). The Influence of Supply Chain Integration Towards Supply Chain Performance in Manufacturing Firms. International Journal of Academic Research in Accounting Finance and Management Sciences, 11(1), 350–362.
Atiku, S. O., & Obagbuwa, I. C. (2021). Machine learning classification techniques for detecting the impact of human resources outcomes on commercial banks performance. Applied Computational Intelligence and Soft Computing, 2021, 1–16.
BADAWI, A., NUGROHO, L., & HIDAYAH, N. (2023). Determinant Factors of Islamic Bank Financial Performance and Competitive Advantage As Moderating Variables in Islamic Banks in Indonesia. International Journal of Environmental, Sustainability, and Social Science, 4(1), 37–44.
Bashaija, W. (2022). The Effect of Internal Control Systems on the Financial Performance of Commercial Banks in Rwanda. Global Journal of Management And Business Research.
Cao, M., & Zhang, Q. (2011). Supply chain collaboration: Impact on collaborative advantage and firm performance. Journal of Operations Management, 29(3), 163–180.
Creswell, J. W. (2013). Research Desain: Pendekatan Kualitatif, Kualitatif, Dan Mixed (Edisi Keti). Yogyakarta.
Dama, J., & Ogi, I. W. J. (2018). Pengaruh inovasi terhadap dan kreativitas terhadap kinerja karyawan pada PT Bank Mandiri (Persero) Tbk. Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(1).
Echdar, S. (2014). The HRs entrepreneurial competency development and the effects on the performance of small and medium enterprises in South Sulawesi. Journal of Economics, Business, & Accountancy Ventura, 17(2), 197–210.
Fotso, B., & Edoun, E. I. (2017). Critical Assessment of Banking Institutions in South Africa. Journal of Economics and Behavioral Studies, 9(2 (J)), 6–21.
George, J., & Pillai, V. M. (2019). A study of factors affecting supply chain performance. Journal of Physics: Conference Series, 1355(1), 12018.
Hamidianpour, F., Esmaeilpour, M., & Daryanavard, A. (1970). The effect of electronic banking on the performance of supply chain management of small businesses. The Journal of Internet Banking and Commerce, 21(2).
Hanaysha, J. R., & Mehmood, K. K. (2022). An exploration of the effect of customer relationship management on organizational performance in the banking sector. International Journal of Customer Relationship Marketing and Management (IJCRMM), 13(1), 1–16.
Hardani, H., Ustiawaty, J., Utami, E. F., Istiqomah, R. R., Fardani, R. A., Sukmana, D. J., & Auliya, N. H. (2020). Metode penelitian kualitatif & kuantitatif. Yogyakarta: Pustaka Ilmu.
Hoang, T. P. (2018). Factors affecting service quality at Vietnamese retail banks. Banks and Bank Systems, 13(2), 39–48.
Hosseini, S. S., & Shahmoradi, B. (2016). Study the impact of Customers’ Loyalty and Satisfaction on Bank’s Financial Performance (A case study of Resalat Bank). British Journal of Economics, Management and Trade, 12(4), 1–11.
Imam, G. (2011). Aplikasi analisis multivariate dengan program IBM SPSS 19. Semarang: Badan Penerbit Universitas Diponegoro, 68.
Imran, M., Ismail, F., Hussain, K., & Zeb, F. (2021). Job Satisfaction and Organizational Performance: Empirical Evidence from Pakistan’s banking sector. Proceedings of the International Conference on Industrial Engineering and Operations Management Sao Paulo, Brazil.
Jayasekara, S. G. S. D., Perera, K. L. W., & Ajward, A. R. (2020). Empirical studies on the performance of banks: A systematic literature review for future research.
Jumady, E. (2020). Implementation of Total Quality Management and Leadership on Islamic Banking Financial Performance. ATESTASI: Jurnal Ilmiah Akuntansi, 3(2), 163–170.
Kamara, A., & Pujawan, I. N. (2020). Investigating the impact of supply chain management on the performance of manufacturing industries in Sierra Leone: case study of Sierra Leone bottling company (SLBC). IOP Conference Series: Materials Science and Engineering, 847(1), 12096.
Kartikasari, L. (2020). Supply Chain Management Practice in Creative Industries. 17th International Symposium on Management (INSYMA 2020), 94–97.
Kumar, D., & Siddika, H. (2017). Benefits of training and development program on employees’ performance: A study with special reference to banking sector in Bangladesh. International Journal of Research-Granthaalayah, 5(12), 77–88.
Kuswibowo, C. (2022). The impact of Service Performance on Customer Satisfaction and Customer Loyalty During Covid-19 Pandemic: A Case Study of Bank BTN. International Journal of Business Studies, 6(SI), 14–22.
Lebdaoui, H., & Chetioui, Y. (2020). CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 38(5), 1081–1106.
Lestari, S. P. P., & Guritno, A. (2021). Factors Affecting the Performance of Islamic Banking Employees. Velocity: Journal of Sharia Finance and Banking, 1(1), 88–97.
Leuschner, R., Rogers, D. S., & Charvet, F. F. (2013). A meta‐analysis of supply chain integration and firm performance. Journal of Supply Chain Management, 49(2), 34–57.
Madanat, H. G., & Khasawneh, A. S. (2018). LEVEL OF EFFECTIVENESS OF HUMAN RESOURCE MANAGEMENT PRACTICES AND ITS IMPACT ON EMPLOYEES’SATISFACTION IN THE BANKING SECTOR OF JORDAN. Journal of Organizational Culture, Communications and Conflict, 22(1), 1–19.
Maidin, D. A. Z., Seprianto, E., & Permatasari, I. (2022). PENGARUH PRODUK DOMESTIK BRUTO (PDB), INFLASI DAN TINGKAT PENGANGGURAN TERHADAP PROFITABILITAS PERBANKAN. Jurnal MANAJERIAL, 21(1), 352–362.
Mandal, S. (2016). An integrated-empirical logistics perspective on supply chain innovation and firm performance. Verslas: Teorija Ir Praktika, 17(1), 32–45.
Mandal, S. (2017). An empirical competence-capability model of supply chain resilience. International Journal of Disaster Resilience in the Built Environment.
Mangundjaya, W. (2011). The role of training, coaching, mentoring, counselling, and Workplace Well-being to Organizational Citizenship Behaviour (A study in Banking organization in Indonesia). Proceedings International Conference of Revisited Asian Society, Exploration of Asian Indigenious Perspectives: Communalities and Differences.
Marjuni, S., & Yusuf Saleh, M. (2016). Effect Of Job Training, Reward Toward Job Ability And Employees Performance (Study In PT. Bank Perkreditan Rakyat Hasamitra In South Sulawesi Province).
Muda, I., Rafiki, A., & Harahap, M. R. (2014). Factors influencing employees’ performance: a study on the Islamic Banks in Indonesia. International Journal of Business and Social Science, 5(2).
Mulyadi, S., & Suryanto, A. (2022). Kontribusi Instrumen Perbankan Syariah Terhadap Pertumbuhan Ekonomi Indonesia Tahun 2005-2021. Jurnal Magister Ekonomi Syariah, 1(1), 17–29.
Musibah, A. S., & Alfattani, W. S. B. W. Y. (2014). The mediating effect of financial performance on the relationship between Shariah supervisory board effectiveness, intellectual capital and corporate social responsibility, of Islamic banks in Gulf Cooperation Council countries. Asian Social Science, 10(17), 139.
Mwaniki, C., & Okibo, B. W. (2014). Effects of total quality management on financial performance in the banking sector: a case study of national bank of Kenya. IOSR Journal of Economics and Finance (IOSR-JEF), 3(2), 34–40.
Nazneen, A., Goyal, S., Bhalla, P., & Jeet, V. (2019). A Study of Changing Key Performance Indicators in Banking Sector. Research in World Economy, 10(3), 56–64.
Ngumi, P. M. (2014). Effect of bank innovations on financial performance of commercial banks in Kenya.
Nguyen, H., Ha, H., & Doan, T. (2020). Retracted: The impact of supply chain quality management on firm performance: Empirical evidence from Vietnam. Uncertain Supply Chain Management, 8(2), 331–350.
Nugraha, F. W. (2017). Local Financial Development and Firm Performance: Does Financial Outreach Really Matters Within Indonesian Archipelago? Buletin Ekonomi Moneter Dan Perbankan, 19(3), 287–318.
Nurfitriani, N., Mukhzarudfa, M., & Wahyudi, I. (2021). PENGARUH PENGUNGKAPAN DIMENSI CSR TERHADAP KINERJA KEUANGAN DAN DAMPAKNYA TERHADAP NILAI PERUSAHAAN PADA PERBANKAN DI BEI DAN MSE TAHUN 2017-2019. Jurnal Akuntansi & Keuangan Unja, 6(3), 164–178.
Okenabirhie, A. D. (2021). Innovation and Technological Effects on Labour Turnover in the Commercial Banking Sector in Nigeria. The International Journal of Business & Management, 9(4).
Ou, C. S., Liu, F. C., Hung, Y. C., & Yen, D. C. (2010). A structural model of supply chain management on firm performance. International Journal of Operations & Production Management.
Parajuli, D., & Shrestha, P. (2020). Impact of balance scorecard dimensions on bank performance: Evidence from Nepal. Research Journal of Finance and Accounting, 11(20), 7–15.
Pea-Assounga, J. B. B., & Yao, H. (2021). The mediating role of employee innovativeness on the nexus between internet banking and employee performance: evidence from the republic of Congo. Mathematical Problems in Engineering, 2021, 1–20.
Pertiwi, R. R., Tjakraatmadja, J. H., & Febriansyah, H. (2020). Indonesian Islamic Banking Performance: a Conceptual Framework. ETIKONOMI, 19(2), 185–202.
Quang, H. T., Sampaio, P., Carvalho, M. S., Fernandes, A. C., Binh An, D. T., & Vilhenac, E. (2016). An extensive structural model of supply chain quality management and firm performance. International Journal of Quality & Reliability Management, 33(4), 444–464.
Rabbani, M. R., Qadri, F. A., & Ishfaq, M. (2016). Service quality, customer satisfaction and customer loyalty: An empirical study on banks in India. VFAST Transactions on Education and Social Sciences, 11(2), 1–9.
Rahman, Z. (2015). Building a Strategy for the Development of Micro, Small and Medium Enterprises in South Sulawesi. Journal of Humanity, 3(1), 91881.
Ramanathan, U., Subramanian, N., Yu, W., & Vijaygopal, R. (2017). Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector. Production Planning & Control, 28(6–8), 478–488.
Ramli, A., & Andriani, A. A. (2013). The effects of consumption, private investment, and government expenditures on economic growth in South Sulawesi, Indonesia. Journal of Economics and Sustainable Development, 4(14), 145–154.
Rolina, M., Kimutai, G., & Yusuf, K. (2018). Determinants of Strategic Innovation Implementation in the Banking Sector: A Survey of Commercial Banks in North Rift Region.
Saragih, J., Tarigan, A., Pratama, I., Wardati, J., & Silalahi, E. F. (2020). The impact of total quality management, supply chain management practices and operations capability on firm performance. Polish Journal of Management Studies, 21(2), 384–397.
Satria, C., Antoni, A., & Nofiansyah, D. (2022). The Role of Market Orientation And Product Quality On The Performance of Small-Medium Enterprises With Supply Chain Management Strategies As Mediation Variables (Case Study On Songket Smes In Palembang City). Islamic Banking: Jurnal Pemikiran Dan Pengembangan Perbankan Syariah, 8(1), 125–146.
Sofilda, E., Hamzah, M. Z., & Ginting, A. M. (2022). Analysis of determining the financial inclusion index of composite, conventional and sharia banking in Indonesia. Banks and Bank Systems, 17(1), 38.
Sri, W., & Pujiharto, P. (2020). Application of Supply Chain Management in Sharia Commercial Banks Performance in Indonesia by Sharia Conformity and Profitability Index (SCnPI) Approach. ARTIKEL JURNAL.
Sued, N. M. N. (2020). Barriers of supply chain digitalization from the perspective of Malaysian SMEs. Journal of Technology Management and Technopreneurship (JTMT), 8(1), 1–6.
Talib, F., Rahman, Z., & Qureshi, M. N. (2012). Impact of total quality management and service quality in the banking sector. Talib, F., Rahman, Z. and Qureshi, MN (2012)," Impact of Total Quality Management and Service Quality in the Banking Sector", International Journal of Telecommunications System and Management, 1(1), 919–2167.
Tirole, J. (2010). The theory of corporate finance. Princeton university press.
Titko, J., & Lace, N. (2012). Bank value: comparing customer and employee perceptions. Business, Management and Education, 10(1), 66–76.
Waheed, A., Zhang, Q., Zafar, A. U., Zameer, H., Ashfaq, M., & Nusrat, A. (2021). Impact of internal and external CSR on organizational performance with moderating role of culture: Empirical evidence from Chinese banking sector. International Journal of Bank Marketing, 39(4), 499–515.
Wu, Q., Pan, Y., Zhou, P., & Li, C. (2020). The Relationship Between Nonfinancial Measurements and Company Performance-Based on the Level of Customer Satisfaction. 2020 4th International Seminar on Education, Management and Social Sciences (ISEMSS 2020), 70–75.
Xu, H., & Zhao, C. (2022). Supply Chain Management Practices Influence Supply Chain Performance With Mediation Role of Innovation and Moderation Role of Top Management Support. Frontiers in Public Health, 10.
Zouari, G., & Abdelhedi, M. (2021). Customer satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1), 1–18.
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2023 Mariam
Artikel ini berlisensiCreative Commons Attribution-ShareAlike 4.0 International License.
Facebook 
Instagram 
Twitter 
Youtube 
+62 821 1557 5700
westscience.journals@gmail.com