ANALYZE THE INFLUENCE EMPLOYEE PERFORMANCE TOWARD WORD OF MOUTH INTENTION IN HIGHER EDUCATION SERVICE ENVIRONMENT THROUGH PERCEIVED SERVICE QUALITY AND VALUE
Keywords:
Supply Chain, Employee Performance, Word of Mouth Intention, Perceived Service Quality, Perceived Service Value, VUCAAbstract
This study examines various employee performance's effect on word-of-mouth intention in a higher education service environment through perceived service quality and value as intervening variables. This study's population was University of Islamic Sultan Agung students who had received services from various employee cues. The number of samples is 100 students from the Faculty of Economics. All variables are measured usiang a 5-point Likert scale criteria. The questionnaire was distributed online and offline using Google form. This study uses the path coefficient test using SmartPLS 4 software. The path coefficient result indicates that the employee performance variables (security and educational support) are significantly affected toward PSQ, except for the cleaning service employee performance variable. Perceived service quality (PSQ) successfully mediated employee performance (security and educational support), and Perceived service value (PSV) successfully mediate employee performance (administrative office, educational support, and security). However, the performance of cleaning service employees did not have a significant effect on word-of-mouth intention even though it was through perceived service quality and value. Through this research initiated numerous suggestion for a practical solution to improve operational performance and service quality in higher education.
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