The Role of Service Quality, Service Innovation, and Customer Orientation on Service Management Performance through Customer Satisfaction
DOI:
https://doi.org/10.38035/dijemss.v7i6.6521Keywords:
Service Quality, Service Innovation, Customer Orientation, Service Management Performance, Customer SatisfactionAbstract
This study aims to examine the influence of service quality, service innovation, and customer orientation on service management performance through customer satisfaction in service companies in Indonesia. In an increasingly competitive service industry, companies are required to manage their services effectively in order to improve customer satisfaction and strengthen sustainable service management performance. Therefore, understanding the factors that influence service management performance is crucial for service companies in formulating effective service strategies. This research uses a descriptive qualitative approach with a literature review method. The data used are secondary data, consisting of 30 scientific articles obtained from reputable national and international journals. The sources of the articles include international publishers such as Sage, Springer, Elsevier, Web of Science, and Emerald; international databases such as Ebsco, Copernicus, and Google Scholar; as well as reputable national journals indexed in Sinta. The results of the study indicate that service quality, service innovation, and customer orientation have a positive influence on customer satisfaction. In addition, service quality, service innovation, and customer orientation also directly influence service management performance. Customer satisfaction itself has a significant effect on service management performance. Furthermore, customer satisfaction acts as a mediating variable that strengthens the influence of service quality, service innovation, and customer orientation on service management performance in service companies.
References
Abourokbah, S., Bajaba, S., & Yaqub, M. Z. (2024). Leading the green wave: How and when green transformational leadership cultivates employee green creativity. Acta Psychologica, 250(September), 104503. https://doi.org/10.1016/j.actpsy.2024.104503
Adeniran, A. O., & Tayo-Ladega, O. T. (2024). Understanding literature review as a research method. American International Journal of Humanities, Arts and Social Sciences, 6(1), 26–35.
Adhi, B., & Aima, M. H. (2021). The Impact of Transformational Leadership and Compensation Towards Motivation and Its Implications on Organizational Performance At the Education and Training Center of the Ministry of Communication and Information. Dinasti International Journal of Management Science.
Afrizon, A. (2021). Sistem informasi pelayanan pelanggan dan kepuasan pelanggan sebagai prediktor terhadap kinerja perusahaan pt. Pln (persero) rayon tanjungbatu. Economic, Accounting Scientific Journal (CASH), 4(02), 97–112.
Ali, H., Candra Susanto, P., & Saputra, F. (2024). Faktor-Faktor Yang Mempengaruhi Manajemen Transportasi Udara: Teknologi Informasi, Infrastruktur dan Kompetensi Sumber Daya Manusia. Jurnal Siber Transportasi Dan Logistik, 1(4), 121–134. https://creativecommons.org/licenses/by/4.0/
Ananda, S., Savitri, R. K., Hikmah, D. D., Sunarto, S. D. S., & Anwar, M. K. (2025). Analisis Implementasi Manajemen Kinerja Pegawai dalam Peningkatan Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil Tangerang Selatan. JIMU: Jurnal Ilmiah Multidisipliner, 4(01), 1433–1441.
Boulton, M. J., & Houghton, C. (2021). The Role of the Researcher in Qualitative Research: A Critical Reflection. International Journal of Qualitative Methods, 20, 1–12.
Cahyaningrum, D. (2020). Peran Bank dalam Pelindungan Ekonomi terhadap Pekerja Migran Indonesia (The Role of Bank in Economic Protection for Indonesian Migrant Workers). Negara Hukum: Membangun Hukum Untuk Keadilan Dan Kesejahteraan, 11(1), 21–42. https://doi.org/10.22212/jnh.v11i1.1577
Candra, P., Mahaputra, M. R., & Mahaputra, M. R. (2023). Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study. Greenation International Journal of Tourism and Management, 1(4), 400–412.
Deswantoro, N. A., Kristian, Y., Yudho, V., Wardana, F. M. K., & Limantara, A. D. (2025). EVALUASI KINERJA LAYANAN LOGISTIK DENGAN METODE KEY PERFORMANCE INDICATOR (KPI) DALAM PENGELOLAAN DISTRIBUSI BARANG PADA JNT CARGO KEDIRI. Prosiding Simposium Nasional Manajemen Dan Bisnis, 4, 1596–1601.
Fadilah, F., Naufal, F., Sitanggang, R., & Saidah, D. (2021). the Effect of Promotion and Service Quality on Customer Satisfaction (Study Case on Grab Indonesia in 2021). Advances in Transportation and Logistics Research , 5778, 1011–1024. http://proceedings.itltrisakti.ac.id/index.php/altr
Fauzi, A., Maidani, Nursal, M. F., & Saputra, F. (2023). Pengaruh Akuntabilitas, Independensi dan Kompetensi Auditor terhadap Kualitas Audit (Studi Kasus Pada Kantor Akuntan Publik di Wilayah Kota Bekasi). Jurnal Manajemen Dan Pemasaran Digital (JMPD), 1(3), 119–132.
Fiqri, A. M., & Sutabri, T. (2023). Analisis Manajemen Layanan E-Learning Berbasis Teknologi Informasi Menggunakan Framework ITIL Versi 3 Pada SMK Muhammadiyah 1 Palembang. Indonesian Journal of Multidisciplinary on Social and Technology, 1(2), 74–80.
Gultom, S., Sihombing, S., Chairuddin, I., Sirait, D. P., Pahala, Y., Setyawati, A., & Susanto, P. C. (2022). Kompetensi TKBM Dalam Mewujudkan Pelayanan Bongkar Muat yang Lebih Efisien dan Efektif di Pelabuhan Cirebon. ABDI MOESTOPO: Jurnal Pengabdian Pada Masyarakat, 5(1), 127–132. https://doi.org/10.32509/abdimoestopo.v5i1.1825
Halawa, S., & Daulay, N. K. (2025). Efektivitas Sistem Manajemen Kinerja Staf Tata Usaha Dalam Pencapaian Mutu Layanan Administrasi Sekolah Di Madrasah Aliyah Negeri Persiapan 4 Medan. Islamic Management: Jurnal Manajemen Pendidikan Islam, 8(02).
Hasna, N. (2021). Pengaruh Inovasi Produk, Inovasi Proses dan Inovasi Layanan Terhadap Kinerja UMKM. UMMagelang Conference Series, 713–719.
Heng, L. (2021). Dampak Orientasi Pelanggan dan Kapabilitas Penciptaan Nilai terhadap Kinerja Pemasaran UMKM melalui Kepuasan Pelanggan (Studi Empiris pada UMKM Sub Sektor Kreatif di Kota Pontianak). Pharmacognosy Magazine, 75(17), 399–405.
Johnson, K. R., Park, S., & Bartlett, K. R. (2021). Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector. European Journal of Training and Development, 42(3–4), 191–209. https://doi.org/10.1108/EJTD-11-2017-0094
Juniasih, T. E., Harianja, N., & Marpaung, I. S. (2025). Analisis Peran Inovasi Pelayanan Publik dalam Meningkatkan Kepuasan Masyarakat Terhadap Kinerja Pemerintah Kecamatan Padangsidimpuan Hutaimbaru. MARAS: Jurnal Penelitian Multidisiplin, 3(3), 1059–1065.
Karina, M., & Sari, D. K. (2022). Pengaruh Saluran Distribusi Orientasi Pasar dan Orientasi Pelanggan Terhadap Kinerja Pemasaran UMKM Konveksi Desa Legok. BALANCE: Economic, Business, Management and Accounting Journal, 19(1), 87.
Kwak, Y. H., Chung, D. B., & You, H. S. (2024). The Effect of Entrepreneurial Orientation on Business Model Innovation and Business Performance: The Moderating Effect of Organizational Culture. Journal of Korea Service Management Society, 25(5), 180–207. https://doi.org/10.15706/jksms.2024.25.5.008
Li, F., Liu, B., Lin, W., Wei, X., & Xu, Z. (2021). How and when servant leadership promotes service innovation: A moderated mediation model. Tourism Management, 86(July 2020), 104358. https://doi.org/10.1016/j.tourman.2021.104358
Medah, M. H., Man, S., Taolin, D., Niha, S. S., & Yasinto, Y. (2024). Pengaruh Motivasi, Mutasi dan Kualitas Pelayanan Publik Terhadap Kinerja Pegawai Melalui Kepuasan Kerja Sebagai Variabel Intervening Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kupang. Jurnal Ilmiah Universitas Batanghari Jambi, 24(3), 2726–2731.
Nataya, D. V., & Yudianto, K. (2022). Pengaruh Inovasi Layanan terhadap Kepuasan Pelanggan Garuda Indonesia di Bandar Udara International Yogyakarta. Reslaj: Religion Education Social Laa Roiba Journal, 4(6), 1715–1724.
Novianty, R. F., Simamarta, J., Kurnia, D. D., & Kurniawan, J. S. (2021). Customer Loyalty and Passenger Satisfaction on Lion Air’S Low Cost Carrier. Journal of Business Studies and Mangement Review, 5(1), 147–154. https://doi.org/10.22437/jbsmr.v5i1.14585
Prasetyo, A. (2021). Analisa dampak kepuasan pelanggan dalam hubungan antara orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan salon muslimah. Jurnal Ekonomi Syariah Teori Dan Terapan.
Primadi Candra Susanto, Ni Nyoman Sawitri, Hapzi Ali, Sugeng Suroso, & Istianingsih Sastrodiharjo. (2023). Performance Management As a Mediation of Variable of Competence and Coaching Skills That Impacts Organization Sustainability. Formosa Journal of Multidisciplinary Research, 2(4), 719–728. https://doi.org/10.55927/fjmr.v2i4.3792
Rachman, S., B, J. A. S., Susanto, P. C., & Mustika, I. (2025). Determination of employee performance: Analysis of training, work motivation, transformational leadership and organizational culture. Annals of Human Resource Management Research, 5(2), 381–394. https://doi.org/10.35912/ahrmr.v5i2.2998
Saharan, V. A., Kulhari, H., Jadhav, H., Pooja, D., Banerjee, S., & Singh, A. (2024). Introduction to research methodology. In Principles of research methodology and ethics in pharmaceutical sciences (pp. 1–46). CRC Press.
Salim, A. Y., & Alijoyo, F. A. (2024). Rancang Bangun Sistem Informasi Manajemen Layanan Magang di Diskominfo Kabupaten Purwakarta Berbasis Web dengan Menggunakan Metode Extreme Programming. JIPI (Jurnal Ilmiah Penelitian Dan Pembelajaran Informatika), 9(1), 284–294.
Sanguanwongs, C., & Kritjaroen, T. (2023). The Influence of Transformational Leadership on Organization Performance. In International Journal of Professional Business Review (Vol. 8, Issue 6). https://doi.org/10.26668/businessreview/2023.v8i6.2379
Sukardi, S., Wahyuni, S., & Rachmawati, R. (2025). Entrepreneurship Capability by Triple Series Innovations in Building Competitive Resilience within the Airline Industry. APTISI Transactions on Technopreneurship (ATT), 7(3), 957–972. https://doi.org/https://doi.org/10.34306/att.v7i3.537
Susanto, P. C. (2022). Employee engagement strategy: analysis of organizational commitment, compensation, career development. International Conference of Humanities and Social Science (ICHSS), 96–103.
Susanto, P. C., Mahaputra, M. R., & Mahaputra, M. R. (2024). Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study. Greenation International Journal of Tourism and Management, 1(4), 400–412.
Susanto, P. C., Sawitri, N. N., Ali, H., & Rony, Z. T. (2024). ANALYSIS OF COMPETENCY AND JOB SATISFACTION ON THE PERFORMANCE OF WAREHOUSE STAFF IN LOGISTICS COMPANIES IN JAKARTA. ICHES : International Conference on Humanity Education and Society, 3(1).
Tresna, M. F., Kridantika, W. S., Ageng, Y. R., & Firmansyah, A. (2023). Kinerja Keuangan Dan Kinerja Layanan Dalam Implementasi Pola Pengelolaan Keuangan Badan Layanan Umum. Jurnal Eksplorasi Akuntansi, 3(1), 99–106.
Veta Lidya Delimah Pasaribu. (2023). The Influence of Service Quality and Price on Customer Satisfaction (CV.Herina Catering). International Journal of Integrative Sciences, 2(8), 1223–1238. https://doi.org/10.55927/ijis.v2i8.5605
Vidananda, N. K. P., & Setiawan, P. Y. (2021). Pengaruh kualitas pelayanan dan kualitas produk terhadap kinerja perusahaan di Larissa Aesthetic Center Denpasar. Udayana University.
Wan, X., He, R., Zhang, G., & Zhou, J. (2022). Employee engagement and open service innovation: The roles of creative self-efficacy and employee innovative behaviour. Frontiers in Psychology, 13(September), 1–13. https://doi.org/10.3389/fpsyg.2022.921687
Winarni, E. (2022). Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada bisnis jasa transportasi Gojek. Majalah Ekonomi, 27(2), 35–47.
Wistiasari, D., Hasan, G., Fidia, F., Macnico, P., Kamilatunnaimah, M., & William, W. (2023). Analisa Fenomena Delay Penerbangan dan Kualitas Pelayanan PT. Lion Mentari Airlines. Jurnal Ilmu Ekonomi Manajemen Dan Akuntansi MH Thamrin, 4(1), 151–164. https://doi.org/https://doi.org/10.37012/ileka.v4i1.1567 Abstrak
Wiwoho, G. (2019). Orientasi Pasar Dan Inovasi Produk, Serta Pengaruhnya Terhadap Keunggulan Bersaing Dan Kinerja Perusahaan Pada Umkm: Sebuah Agenda Penelitian. Fokus Bisnis : Media Pengkajian Manajemen Dan Akuntansi, 18(2), 29–38. https://doi.org/10.32639/fokusbisnis.v18i2.340
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Aang Gunawan, Yuliantini Yuliantini, Muhammad Thamrin, Olfebri Olfebri, Basri Fahriza
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).
