标题：EFFECT OF FINANCIAL APPLICATION PROGRAM ON SERVICE EXCELLENCE, USER SATISFACTION AND EMPLOYEE PERFORMANCE: A STUDY ON EMPLOYEES OF FINANCE DIVISION, BRAWIJAYA UNIVERSITY
摘要：This study aimed to determine the effect of a Financial Application Program on Service Excellence, User Satisfaction and Employee Performance. Sampling was conducted on 75 respondents working in the Financial Division of Brawijaya University. Path analysis was done on the collected data using AMOS program for Windows version 18. The results of the path analysis showed that the parameter of the Financial Application Program variable affected User Satisfaction. It was very clear that the Finance Application Program significantly affected User Satisfaction, indicating that the use of the Financial Application Program can increase the user satisfaction of employees. Meanwhile, the indirect effect was that the User Satisfaction variable was capable of mediating the Finance Application Program variable on Employee Performance. Thus, to improve the service excellence so as to provide satisfactory services, the Financial Application Program support is still needed so that the employee performance can be increasingly better.
关键词：Financial application program; service excellence; user satisfaction; employee performance
