IMPROVING OF THE MECHANIC QUALIFICATION STANDARD Page 67 of 72
RELATED WITH CUSTOMER SATISFACTION
AT LEADING HEAVY EQUIPMENT DISTRIBUTOR COMPANY IN INDONESIA
Baladi REFERENCES
Abu-Assab, S. (2011). Integration of Preference Analysis Methods into Quality Function Deployment A Focus on Elderly People.
Alhelalat, J. A., Habiballah, M. A., & Twaissi, N. M. (2017). The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction. International Journal of Hospitality Management, 66, 46–53.
https://doi.org/10.1016/j.ijhm.2017.07.001
Allais, S. M. (2011). The impact and implementation of national qualifications frameworks: A comparison of 16 countries. In Journal of Education and Work (Vol. 24, Issues 3–4). https://doi.org/10.1080/13639080.2011.584685
Badan Nasional Sertifikasi Profesi. (2013). Pedoman pelaksanaan uji kompetensi oleh panitia teknis bnsp.
Badan Nasional Sertifikasi Profesi. (2015). Mengembangkan Perangkat Asesmen.
Pelatihan Asesor Kompetensi, 1–81.
BUSBY, T. (1948). The duration of labor; mean, median, and mode. American Journal of Obstetrics and Gynecology, 55(5), 846–851.
https://doi.org/10.1016/0002-9378(48)90011-8
Campion, M. A., Fink, A. A., Ruggeberg, B. J., Carr, L., Phillips, G. M., & Odman, R. B. (2011). Doing competencies well: Best practices in competency modeling.
Personnel Psychology, 64(1), 225–262. https://doi.org/10.1111/j.1744- 6570.2010.01207.x
Chaichi, K. (2012). Impact of staff training on customer satisfaction in travel agencies in Klang valley Malaysia. European Journal of Social Sciences, 29(2), 270–282.
Chen, T., Fu, M., Liu, R., Xu, X., Zhou, S., & Liu, B. (2019). How do project
management competencies change within the project management career model in large Chinese construction companies? International Journal of Project Management, 37(3), 485–500. https://doi.org/10.1016/j.ijproman.2018.12.002 Chouhan, V. S., & Srivastava, S. (2014). Understanding Competencies and
Competency Modeling ― A Literature Survey. IOSR Journal of Business and Management, 16(1), 14–22. https://doi.org/10.9790/487x-16111422
Craig, S. B. (2017). Research Update : 360-Degree Performance Assessment.
September 2006. https://doi.org/10.1037/1065-9293.58.2.117
Delcourt, C., Gremler, D. D., Van Riel, A. C. r., & Van Birgelen, M. (2013). Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport. Journal of Service Management, 24(1), 5–
24. https://doi.org/10.1108/09564231311304161
Deveci, M., Ph, D., Ceren, S., Canıtez, F., Ph, D., & Öner, M. (2019). Research in Transportation Business & Management Evaluation of service quality in public bus transportation using interval- valued intuitionistic fuzzy QFD methodology.
November.
Dimitriades, Z. S. (2006). Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece. Management Research News,
IMPROVING OF THE MECHANIC QUALIFICATION STANDARD Page 68 of 72
RELATED WITH CUSTOMER SATISFACTION
AT LEADING HEAVY EQUIPMENT DISTRIBUTOR COMPANY IN INDONESIA
Baladi 29(12), 782–800. https://doi.org/10.1108/01409170610717817
Direktorat Jendral Pembelajaran dan Kemahasiswaan Kementerian Riset Teknologi dan Pendidikan Tinggi, R. I. (2015). KERANGKA KUALIFIKASI NASIONAL INDONESIA Dokumen 001. 1–9.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(xxxx), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007 Erikkson, I., & McFadden, F. (1993). Quality function deployment: a tool to improve
software quality. Information and Software Technology, 35(9), 491–498.
https://doi.org/10.1016/0950-5849(93)90016-V
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM
approach. Journal of Air Transport Management, 67(September 2017), 169–180.
https://doi.org/10.1016/j.jairtraman.2017.12.008
Fischer, T., Gebauer, H., & FLEISCH, E. (2010). Service Business Development.
Gritti, P., & Foss, N. (2010). Customer satisfaction and competencies: An
econometric study of an italian bank. In Applied Economics Letters (Vol. 17, Issue 18). https://doi.org/10.1080/13504850903357335
Gupta, R., Gupta, S., & Nagi, K. (2012). Analysis & Designing an Engineering Course Using QFD. International Journal of Modern Engineering Research, 2(3), 2–7. http://www.ijmer.com/papers/vol2_issue3/BF23896901.pdf
Hauser, J. R., Griffin, A., Klein, R. L., Katz, G. M., & Gaskin, S. P. (1987). Quality function deployment. SAE Technical Papers, October 2017.
https://doi.org/10.4271/870272
Hon, A. H. Y. (2012). When competency-based pay relates to creative performance:
The moderating role of employee psychological need. International Journal of Hospitality Management, 31(1), 130–138.
https://doi.org/10.1016/j.ijhm.2011.04.004
HUSSEIN, S., ABIDIN, I. M. Z., & HAMZAH, A. R. (2016). Malaysia National Occupational Skills Standard ( NOSS ) as Guideline in Developing The Non- Destructive Testing ( NDT ) Instructional Training. Act 652.
International Labour Organization. (2015). Regional Model Competency Standards : Core competencies.
Kolibácová, G. (2014). The relationship between competency and performance. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 62(6), 1315–
1327. https://doi.org/10.11118/actaun201462061315
Komorowski, M., Marshall, D. C., Salciccioli, J. D., & Crutain, Y. (2016). Secondary Analysis of Electronic Health Records. Secondary Analysis of Electronic Health Records, September, 1–427. https://doi.org/10.1007/978-3-319-43742-2
Kong, H., & Yan, Q. (2014). The relationship between learning satisfaction and career competencies. International Journal of Hospitality Management, 41, 133–139.
https://doi.org/10.1016/j.ijhm.2014.05.013
Korenková, V., Závadský, J., & Lis, M. (2019). Linking a performance management system and competencies: Qualitative research. Engineering Management in Production and Services, 11(1), 51–67. https://doi.org/10.2478/emj-2019-0004 Leong, L. Y., Hew, T. S., Lee, V. H., & Ooi, K. B. (2015). An SEM-artificial-neural-
network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert Systems with
IMPROVING OF THE MECHANIC QUALIFICATION STANDARD Page 69 of 72
RELATED WITH CUSTOMER SATISFACTION
AT LEADING HEAVY EQUIPMENT DISTRIBUTOR COMPANY IN INDONESIA
Baladi Applications, 42(19), 6620–6634. https://doi.org/10.1016/j.eswa.2015.04.043 Manikandan, S. (2011). Measures of central tendency: Median and mode. Journal of
Pharmacology and Pharmacotherapeutics, 2(3), 214–215.
https://doi.org/10.4103/0976-500X.83300
Masoud, E. Y. (2013). The Impact of Functional Competencies on Firm Performance of Pharmaceutical Industry in Jordan. International Journal of Marketing Studies, 5(3). https://doi.org/10.5539/ijms.v5n3p56
Menteri Perindustrian dan Perdagangan Republik Indonesia. (n.d.).
Kepmenperindag_23_1998.pdf.
Neyestani, B. (2017). Munich Personal RePEc Archive Seven Basic Tools of Quality Control: An Appropriate Tools for Solving Quality Problems in the
Organizations Seven Basic Tools of Quality Control: An Appropriate Tools for Solving Quality Problems in the Organizations. Papers.Ssrn.Com, 77681.
https://doi.org/10.5281/zenodo.400832
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2019).
International Journal of Hospitality Management Service quality and customer satisfaction : The moderating effects of hotel star rating. November.
Nurfarida, I. N. (2003). Pengukuran indeks kepuasan pelanggan untuk peningkatan kualitas layanan. 135–146.
Oktay, C., Senol, Y., Rinnert, S., & Cete, Y. (2017). Turkish Journal of Emergency Medicine Utility of 360-degree assessment of residents in a Turkish academic emergency medicine residency program. 17, 17–20.
Olamilekan, O., & Dastane, O. (2015). Employee Emotional Competence – Customer Satisfaction – Loyalty Link: An Empirical investigation of Spa and Beauty industry. Ssrn, May 2014. https://doi.org/10.2139/ssrn.2639670
Palis, A. G., Golnik, K. C., & Mayorga, E. P. (2017). The International Council of Ophthalmology 360-degree assessment tool : development and validation.
Canadian Journal of Ophthalmology/Journal Canadien d’ophtalmologie, 1–5.
https://doi.org/10.1016/j.jcjo.2017.09.002
Pandey, M. M. (2020). Journal of Air Transport Management Evaluating the
strategic design parameters of airports in Thailand to meet service expectations of Low-Cost Airlines using the Fuzzy-based QFD method. 82(March 2019).
people Development, P. U. T. T. (n.d.). Addendum No. 1 SK Pengelolaan Mekanik.pdf.
People Development, Ptu. T. T. (n.d.). Fungsi dan Pengembangan Mekanik.
Peraturan Presiden Republik Indonesia. (n.d.). Perpres 8 Tahun 2012 Kerangka Kualifikasi Nasional Indonesia.pdf.
Ramasubbu, N., Mithas, S., & Krishnan, M. S. (2008). High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services. Decision Support Systems, 44(2), 509–
523. https://doi.org/10.1016/j.dss.2007.06.005
Sanchez, R., Freiling, J., Gersch, M., Goeke, C., Hubbard, G., Zubac, A., Johnson, L., Steensen, E., Huovinen, P., Lorino, P., Hu¨lsmann, M., & Wycisk, C. (2013). A FOCUSED ISSUE ON FUNDAMENTAL ISSUES IN COMPETENCE
THEORY DEVELOPMENT. In Journal of Petrology (Vol. 369, Issue 1).
https://doi.org/10.1017/CBO9781107415324.004
Schober, P., & Schwarte, L. A. (2018). Correlation coefficients: Appropriate use and interpretation. Anesthesia and Analgesia, 126(5), 1763–1768.
IMPROVING OF THE MECHANIC QUALIFICATION STANDARD Page 70 of 72
RELATED WITH CUSTOMER SATISFACTION
AT LEADING HEAVY EQUIPMENT DISTRIBUTOR COMPANY IN INDONESIA
Baladi https://doi.org/10.1213/ANE.0000000000002864
Segoro, W. (2013). The Influence of Perceived Service Quality , Mooring Factor , and Relationship Quality on Customer Satisfaction and Loyalty. Procedia - Social and Behavioral Sciences, 81, 306–310.
https://doi.org/10.1016/j.sbspro.2013.06.433
Setiawan, A. (2016). Compliance of IQF towards AQRF: Challenges and
Opportunities of The Referencing to Regional Qualification Framework. Icieve 2015, 84–88. https://doi.org/10.2991/icieve-15.2016.19
Shet, S. V., Patil, S. V., & Chandawarkar, M. R. (2019). Competency based superior performance and organizational effectiveness. International Journal of
Productivity and Performance Management, 68(4), 753–773.
https://doi.org/10.1108/IJPPM-03-2018-0128
Siddiqui, M. H., & Sharma, T. G. (2010). Analyzing customer satisfaction with
service quality in life insurance services. Journal of Targeting, Measurement and Analysis for Marketing, 18(3–4), 221–238. https://doi.org/10.1057/jt.2010.17 Simatupang, T. M., & Hendarman, A. F. (2012). AN ANALYSIS OF H E A V Y
EQUIPMENT SUPPLY CHAIN IN SUPPORTING I N F R A S T R U C T U R E CONSTRUCTION. 219–226.
Sobari, U., & Yuni, R. T. (n.d.). PERANGKAT ASESMEN SS-MEKANIK-IAB-031- 2018 Klaster Penyelesaian Problem Ekskavator Hidrolik.
Söderlund, M. (2020). Employee norm-violations in the service encounter during the corona pandemic and their impact on customer satisfaction. Journal of Retailing and Consumer Services, 57(June).
https://doi.org/10.1016/j.jretconser.2020.102209
Suhar Janti. (2014). Prosiding Seminar Nasional Aplikasi Sains & Teknologi (SNAST) 2014 Yogyakarta, 15 November 2014 ISSN: 1979-911X. Snast, November, 159.
Sulistyo, H. (2009). Implementasi qfd dalam meningkatkan daya saing pasar tradisional.
Swanson, E., Kim, S., Lee, S., Yang, J., & Lee, Y. (2020). Journal of Hospitality and Tourism Management The effect of leader competencies on knowledge sharing and job performance : Social capital theory. 42(September 2019), 88–96.
Taherdoost, H. (2017). Determining sample size; How to calculate survey sample size. International Journal of Economics and Management Systems, 2(2), 237–
239. http://www.iaras.org/iaras/journals/ijems
Taherdoost, H. (2018). Validity and Reliability of the Research Instrument; How to Test the Validation of a Questionnaire/Survey in a Research. SSRN Electronic Journal, September. https://doi.org/10.2139/ssrn.3205040
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2008). Services marketing,
integrating customer focus across the firm. In Business Horizons (Vol. 51, Issue 3). https://doi.org/10.1016/j.bushor.2008.01.008