Innovation Capability as a Catalyst for Improved Service Quality and Work Productivity in Manufacturing

Ipang  Sasono; Yuhelmis; Dewiana Novitasari; Masduki Asbari

doi:10.4444/jisma.v1i1.1147

Authors

Ipang Sasono STMIK Insan Pembangunan, Indonesia
Yuhelmis Universitas Indonesia Maju, Indonesia
Dewiana Novitasari Sekolah Tinggi Ilmu Ekonomi Insan Pembangunan, Indonesia
Masduki Asbari STMIK Insan Pembangunan, Indonesia https://orcid.org/0000-0003-2460-9171

DOI:

https://doi.org/10.4444/jisma.v1i1.1147

Keywords:

innovation capability, work productivity, service quality, manufacturing industry, Industry 4.0

Abstract

This study investigates the influence of innovation capability and work productivity on service quality within a manufacturing industry in Tangerang, Indonesia. Utilizing a quantitative research design, data were collected through a structured questionnaire distributed to 115 permanent employees, selected via random sampling. The data were analyzed using Structural Equation Modeling (SEM) with the SmartPLS 3.0 software. Results indicate that both innovation capability and work productivity significantly and positively affect service quality. Furthermore, innovation capability also exerts a significant positive influence on work productivity. These findings underscore the pivotal role of fostering innovation capability and enhancing work productivity to improve service quality, thereby equipping companies to compete effectively in the era of Industry 4.0. This research contributes to managerial practices by providing a comprehensive model for optimizing service quality through workforce development strategies, emphasizing innovation and productivity as key drivers.

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