Analysis of Service Quality with Intellectual Capital and Social Capital through the Quality of Human Resources which has an Impact on Customer Satisfaction

Gusti, Yenni Kurnia Analysis of Service Quality with Intellectual Capital and Social Capital through the Quality of Human Resources which has an Impact on Customer Satisfaction. Proceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management Singapore.

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Abstract

This study aimed to determine and analyse the effect of service quality with intellectual capital and social capital through the quality of human resources that impact customer satisfaction. The study describes the causality among the variables studied and uses a quantitative approach. The population in this study were 19 employees at Atria Inn Makassar, and the number of visitors in 2019 was 6,746. Sampling using saturated sampling technique for employees and random selection for guests. The final sample used was 119 people. Data collection was carried out through observation, questionnaires, interviews, and documentation. Analysis of the data of this study with multiple linear regression and processing using SPSS ver. 25. The results show that all the hypotheses proposed in the study are acceptable. Atria Inn Makassar, in managing intellectual capital, can increase profits from the financial side, encourage increased human resources with a better understanding. Encourage morale and the ability to plan and ideas in achieving organizational goals. Employees possess the level of intellectual knowledge and the power of creativity and innovation to provide the best results in the organization. Through social capital, honesty and mutual trust among fellow visitor employees and their leaders create a harmonious relationship, instilling an attitude of mutual trust that has encouraged employees to work optimally and optimally. Keywords: service quality, intellectual capital, social capital, customer satisfaction, Indonesia

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