International Journal of Human Capital Management, Vol. 2 (2), December 2018 International Journal of Human Capital Management, Vol. 6 (2), December 2022 1 | P a g e International Journal of Human Capital Available online at Management http://journal.unj.ac.id/unj/index.php/ijhcm E-ISSN 2580-9164 Vol. 6, No. 2, December 2022, p 1-19 PROFESSIONAL HUMAN RESOURCES TO CREATE CONSUMER SATISFACTION AND THE IMPACT ON PURCHASING INTENTION Zahera Mega Utama Postgraduate Program of Prof. Dr. Moestopo (Beragama) University Email: zahera@dsn.moestopo.ac.id Jubery Marwan Postgraduate Program of Prof. Dr. Moestopo (Beragama) University Email: juberymarwan@dsn.moestopo.ac.id ABSTRACT Knowledge and skills possessed by individuals will lead to behavior. Meanwhile, the behavior will produce performance. A person's ability, both knowledge or skills possessed in carrying out work will encourage them to perform well. Individual aspects related to individual abilities and work professionalism, group aspects related to the environment in which they work; such as discipline, job compensation, and job satisfaction as well as aspects of the organizational system related to the extent to which the employee adheres to a commitment to growing the company. The responsibility of human resource management in carrying out their duties is to be able to provide suitable substrates for talented and capable personnel in the organization such as; individual ability, work professionalism, organizational commitment, work discipline, work compensation, and job satisfaction so that they can carry out their duties with good quality. Thus, according to the results and objectives of this study, professional human reso urces can directly create consumer satisfaction and its impact on purchasing intention. This type of research is explanatory research with a quantitative approach. To test the developed hypothesis using path analysis. Data were obtained from the results o f distributing questionnaires to culinary tourism actors using a survey method. The sampling technique used the entire population as a sample (census) with a Likert scale. Primary data analysis was carried out after testing the validity and reliability and normality of the data. Keywords: Customer Satisfaction, Purchasing Intention, Professional Human Resources. Received: 29 June 2022 Accepted: 15 July 2022 Publish: December 2022 How to Cite: Utama, Z.M., Marwan, J. (2022). Professional Human Resources to Create Consumer Satisfaction and The Impact on Purchasing Intention. International Journal of Human Capital Management, 6 (2), 1-19. https://doi.org/10.21009/IJHCM.06.02.1 http://journal.unj.ac.id/unj/index.php/ International Journal of Human Capital Management, Vol. 6 (2), December 2022 2 | P a g e INTRODUCTION Along with the increasing development and mobility of the population of Serang City, culinary tourism has become an alternative contributor to local revenue. This is due to the increasing need for culinary tourism for the people of Serang City and its surroundings that are safe and comfortable. The increasing growth of culinary tourism allows for a high level of competition between business actors. Culinary tourism has good prospects to be developed even though many face problems that hinder its development (Besra, 2012). Culinary tourism is tourism that is influenced by the number of consumers who want to visit places of manufacture, food festivals, restaurants, or a location with the aim of trying food (Hall et al., 2003). The findings of Araujo (2016) that the development of traditional food in culinary tourism contributes to the sustainability of tourism. Food that is processed from food produced by the region, with processes and technology that has been controlled by the community and the result is a product whose taste, shape and way of eating are known, and are characteristic of certain regional community groups (Harmayani, Santoso and Gardjito, 2017).. Along with the increasing development and mobility of the population of Serang City, culinary tourism has become an alternative contributor to local revenue. This is due to the increasing need for culinary tourism for the people of Serang City and its surroundings that are safe and comfortable. The increasing growth of culinary tourism allows for a high level of competition between business actors. Culinary tourism has good prospects to be developed even though many face problems that hinder its development (Besra, 2012). Culinary tourism is tourism that is influenced by the number of consumers who want to visit places of manufacture, food festivals, restaurants, or a location to try food (Hall et al., 2003). The findings of Araujo (2016) that the development of traditional food in culinary tourism contributes to the sustainability of tourism. Food that is processed from food produced by the region, with processes and technology that have been controlled by the community, and the result is a product whose taste, shape, and way of eating are known, and are characteristic of certain regional community groups (Harmayani, Santoso and Gardjito, 2017).. The role of human resource management in increasing organizational effectiveness is an issue that has been widely studied before. However, when viewed from the effectiveness criteria presented by management experts, we understand that human resource management, either directly or indirectly, has a very important role in improving employee performance with indicators such as; employee turnover, employee absenteeism, flexibility according to norms, and roles in the organization, product and service quality, and adaptation to changes in standard operating procedures in response to environmental changes, job satisfaction, employee motivation and staff morale (Lawler, & Mohrman, 2003). The responsibilities of the human resource management unit do not only cover staff attendance or other simple matters but more importantly consider motivation, the satisfaction of spiritual needs, providing space for growth and creativity as well as a safe and healthy environment with the fulfillment of the material needs of employees (Kavanagh, Gueutal. & Tannenbaum, 1990). Therefore organizations should focus more on their workforce. The responsibility of human resource management in carrying out their duties must be able to provide suitable substrates for talented and capable personnel in the organization such as individual abilities, work professionalism, organizational commitment, work discipline, work compensation, and job satisfaction so that they can carry out their duties with high quality. good. Strategies to evaluate staff performance can be done so that employees are ready to work better (Andersson, 2007). In addition, human resource management practices must be conceptualized as a set of policies in practice consistently within the organization that is designed and implemented to ensure that human capital contributes to the achievement of its business goals (Delery & Doty, 1996). International Journal of Human Capital Management, Vol. 6 (2), December 2022 3 | P a g e Individual abilities will determine whether a person's performance in the company is good or bad. The underlying thing is related to workability. Employees with high performance will be able to provide excellent service. This is because employee performance is related to the quality of services provided (Bernardin, 2007). Where individual ability refers to an individual's capacity to carry out various tasks in a job (Sedarmayanti, 2004). While the perspective of individual abilities can be seen as the potential possessed by a person to do work or tasks so that the results achieved are as expected (Gibson, 2002). The overall abilities of an individual are essentially composed of two sets of factors, namely intellectual abilities, and physical abilities. The success of a work unit organization in providing excellent service must pay attention to speed, accuracy, friendliness, and comfort to improve service quality performance (Chen et al, 2007). The findings of Sibagariang (2008) state that the quality of human resources has no significant effect on employee performance. Employee performance in the service sector is interpreted as an effort to satisfy customers. However, these findings differ from those of Sitohang (2009), Kasannudin (2011) that the quality of human resources has a significant influence on employee performance. Work professionalism and organizational commitment affect employee performance (Cahyani, 2007; Fadliyansya, 2013). The existence of an attitude of professionalism, tenacity, integrity, and consistency in their work or profession makes a person behave and behave well and will improve the resulting performance. Employees always try to complete tasks with maximum results so that good performance is achieved with the quality standards set by the company. Employees also work with a high level of accuracy to minimize errors. The attitude of professionalism is also shown by not giving up easily and always obeying the procedures that have been set by the company (Merisa, Fajar, 2017). Another aspect that is no less important is organizational commitment which is the degree to which employees can identify themselves with the organization and their involvemen t with the organization (Solinger et al., 2008). Organizational commitment is an individual aspect that has recently become a strategic issue in achieving professional human resources. This can be understood because organizational commitment is an attitude and behavior that must be considered by the organization. A person is not enough just to have an attitude but that attitude must be manifested in real behavior or actions. Therefore, commitment is not enough just to be discoursed but must be realized in action. The higher the employee's work commitment, the better the performance will be. The relationship between organizational commitment and performance results shows that organizational commitment has a significant effect on employee performance (Chughtai and Zafar, 2008; Riketta, 2008). Another factor of discipline in work is also very decisive in organizational effectiveness. Work discipline is an attitude, an act to always obey the rules (Edy Sutrisno, 2009: 86). Discipline shows a condition or attitude of respect that exists in employees towards company rules and regulations, thus if the existing regulations or provisions in the company are ignored or often violated, the employee has poor work discipline. Work discipline is also an attitude that is indispensable and gets attention in every job done by everyone in an effort to improve performance in order to achieve organizational goals (Anoraga, 2006: 80). Work discipline is something that is important for organizations in creating work effectiveness. Someone who has high work discipline will work well without supervision. Discipline that is formed in employees without coercion creates good things by obeying all applicable regulations in the organization and will reach psychological maturity so that it creates a sense of satisfaction in a person (Hasibuan, 2013: 202). One of the company's efforts to improve employee performance is also to provide work compensation. Incentives are rewards given to employees in the form of additional income and are usually directly related to work performance (Hani Handoko; 2013; 155). Work compensation has International Journal of Human Capital Management, Vol. 6 (2), December 2022 4 | P a g e a significant effect on employee performance (Arianty 2008; Sumenge, 2016; Priyono & Suheriyatmono, 2016; Jufrizen, Lumbanraja, Salim, and Gultom, 2017; Yuddin, 2017; and Sudiardhita et al., 2018). The compensation factor is very helpful in improving employee performance. The provision of compensation that has not been maximized has an impact on employee performance. When the company provides work compensation, an employee feels satisfied at work, they try to work better to achieve higher performance. Compensation can motivate for employees to do their jobs well and can provide job satisfaction to employees (Tella et al, 2007). After the fulfillment of work compensation by the company, an employee will react positively to the assessment of his work and his needs have been met by the environment in which he works (Edwards & Bell, 2008). Where job satisfaction represents the psychological condition of the suitability between the expected needs and those obtained. Job satisfaction is an individual aspect that can encourage someone to work more comfortably and calmly. Job satisfaction is an individual aspect that can encourage someone to work more comfortably, more quietly. Job satisfaction represents the psychological condition of the suitability between the expected needs and those obtained by the employee. Job satisfaction has a positive effect on employee performance (Riketta, 2008; Edwards and Bell, 2008). Someone who feels satisfied at work, will try to work better to achieve higher performance (Tella et al, 2007). From the consumer's perspective, satisfaction is the expectation of a benefit of goods/services after consumption. Customer satisfaction is a situation shown by con sumers when they realize that their needs and desires are as expected and well fulfilled. Customer satisfaction is a key factor to encourage product or service performance to exceed expectations. Where customer satisfaction is a post-purchase consumer's state of mind that reflects how much consumers like or dislike the service after the service occurs (Woodside et al., 1989). Consumers feel satisfied depending on their response to the evaluation of the perceived difference between previous expectations and the actual performance of the product or service after consumption (Tse & Peter, 1988). Customer satisfaction is influenced by the perceived service quality of the product or service and the quality of the service or product expected by the customer. If the perceived quality of the product or service is less than what was expected, the customer is disappointed. On the other hand, if the perceived quality of the product is greater than expected, the customer will feel satisfied and even interested in buying the product or service again in the future. Companies can be said to be able to create satisfaction for consumers if the performance of the services or products provided by the company can meet consumer desires (Rangkuti, 2015). Because consumer satisfaction in business potential can be a guide for producers in improving performance (Zairi, 2000). Furthermore, customer satisfaction leads to customer loyalty, so they can recommend repeat purchases (Wilson et al., 2008). Some research findings by [(Iskandar et al, 2015), (Salem et al, 2015), (Banjarnahor, 2017), (Nodira and Přemysl, 2017), (Murwanti and Pratiwi, 2017), (Putri and Astuti, 2017), ( Widajanti and Suprayitno, 2017), (Alharthey, 2019), (Hong et al, 2020), (Lamai et al, 2020), and (Trans and Le, 2020)] that customer satisfaction has a positive impact on consumer buying interest as a determinant. In choosing a brand, consumer behavior evaluates by comparing several brands that meet the criteria and are felt to be able to meet consumer needs and desir es (Shah et.al, 2012). Buying interest consumers choose to buy products or services because they feel that consumers need these products or services (Madahi and Sukati, 2012). In contrast, another finding by Octaviana and Nugrahaningsih (2018) is that customer satisfaction does not show an effect on consumer buying interest, but customer satisfaction can be positively influenced by service quality. International Journal of Human Capital Management, Vol. 6 (2), December 2022 5 | P a g e This finding is supported by Kim (2013) and Yusuf Bagus Prakosa & Tjahjaningsih, E. (2021). On the other hand, customer satisfaction has no impact on service quality (Naik et al, 2010). Several experts have previously tried to prove that customer satisfaction is a mediating factor of service quality that affects buying interest (Kalia et al., 2016; Murwanti & Pratiwi, 2017; Putri & Astuti, 2017; Oktaviana & Nugrahaningsih, 2018), but the findings this is inconsistent. In their research findings, Kalia et al (2016), Murwanti & Pratiwi (2017), and Putri and Astuti (2017) succeeded in proving this mediating effect from the effect of service quality on buying interest, but Octaviana and Nugrahaningsih (2018) were unable to prove this in their findings. . Likewise, the findings of Kim (2013) when investigating shop visitors, the effect of service quality has a positive effect on customer satisfaction. The findings of Kalia et al. (2016) show that service quality is a mediating variable in the relationship between service quality and future purchase intention. Furthermore, the research findings of Murwanti and Pratiwi (2017) and Putri and Astuti (2017) show that customer satisfaction acts as a mediator in the relationship between service quality and buying interest in Indonesia. LITERATURE REVIEW Individual Ability Individual ability is defined as the overall ability of an individual which is essentially composed of two sets of factors, namely intellectual ability and physical ability. Where intellectual ability is the ability needed to carry out mental activities. While physical ability is the ability to carry out tasks that require stamina, skill, strength, and similar characteristics. Every individual has different abilities. Individuals who are healthy and strong have the opportunity to complete tasks and obligations well (Sedarmayanti, 2004). Individual ability is an individual activity to carry out various tasks in certain jobs which are distinguished by intellectual abilities and physical abilities (Robbins, 2008). Intellectual ability is an individual's capacity to carry out mental activities, while physical ability is the ability to carry out tasks that require stamina, skills and similar characteristics. In line with the view of Sedarmayanti (2004) that individual abilities are divided into 2 (two) dimensions, namely intellectual abilities and physical abilities. Where each dimension there are several indicators. The intellectual ability dimension consists of 7 (seven) indicators consisting of: 1) Numerical Intelligence; This intelligence is the ability to calculate quickly and precisely; 2) Verbal understanding; Verbal Comprehension, namely the ability to understand what is read or heard; 3) Perceptual Speed; Perceptual speed is the ability to recognize visual similarities and differences quickly and precisely. 4) Inductive Reasoning; Inductive reasoning is the ability to recognize a logical sequence in a problem and its solution; 5) Deductive Reasoning; Deductive reasoning is the ability to use logic and assess the implications of an argument; 6) Space Visualization; Spatial visualization is the ability to imagine how an object will look if its position in space is changed; 7) Memory; Memory is the ability to hold and reminisce about past experiences. Meanwhile, the dimensions of physical ability consist of 3 (three) main indicators, namely; strength; flexibility/flexibility; and other factors. 1) Strength; Strength factors consist of: (a) Dynamic Strength: ability to utilize muscle strength (b) Lower body/muscle strength: ability to utilize abdominal muscle strength (c) Static strength: strength that utilizes for ce to block external objects (d) Explosive strength : the ability to utilize maximum energy in a series of explosive activities; 2) Flexibility/flexibility; Flexibility factors consist of: (a) Reach flexibility: the ability to move the muscles down or backwards as far as possible (b) Dynamic flexibility: the ability to perform movements, stretch quickly and repeat; 3) Other factors; Other factors include: (a) International Journal of Human Capital Management, Vol. 6 (2), December 2022 6 | P a g e Coordination of the body: the ability to coordinate the simultaneous actions of different parts of the body (b) Balance: the ability to maintain balance despite forces trying to shake it (c) Stamina: the ability to exert maximum effort which requires effort continuously. Work Professionalism Work professionalism is defined as reliability and expertise in carrying out tasks so that they are carried out with high quality, at the right time, carefully, and with easy -to-understand procedures, and can provide full/whole service for the benefit of clients and respect clients as self - respect and must have commitment to the company. The variable of work professionalism is in line with the findings of Muhammad Rifqi (2008) that to develop the concept of work professionalism from the individual level it is measured by five dimensions, namely: 1) Dedication to the profession (dedication): Dedication to this profession is reflected in professional dedication through the use of knowledge and skills owned. This attitude is an expression of total surrender to work. Work is defined as a purpose in life and not simply as a means to an end. Total surrender is a personal commitment and the main compensation expected is spiritual satisfaction and then material satisfaction. 2) Social obligation (social obligation); Social Obligations, namely the view of the importance of the role of the profession and the benefits obtained either by the community or by professionals because of the work; 3) Independence (Autonomy demands); Independence is a view that a professional must be able to make his own decisions without any pressure from other parties; 4) Belief in Professional Regulations (belief in self-regulation); Confidence in professional regulations is a belief that those authorized to assess professional work are fellow professionals and not outsiders who do not have competence in their field of science and work. 5) Relationships with fellow professionals (professional community affiliation); Relationships with fellow professionals mean using professional ties as a reference, including formal organizations and informal groups of colleagues as the main source of job ideas. Through this professional bond, professionals build awareness of their profession. Organization Commitment Work commitment is defined as an individual's psychological bond to the organization and as an employee's desire to maintain his membership in the organization and be willing to work hard, believing in getting certain values for the achievement of organizational goals. The implementation of managerial tasks needs to provide education and training to improve t he individual abilities of employees who emphasize the work itself (job itself), not rewards, so that a more specific commitment is realized, namely work commitment (Carmeli et al., 2007). In this study, organizational commitment is measured by the collaboration of the findings of Solinger et al. (2008) and Robins (2012; 99) that there are three separate dimensions, namely: 1) Affective Commitment; interpreted as emotional feelings for the organization and belief in its values; 2) Continuance Commitment; to get a perceived economic value and be able to stay in an organization when compared to leaving the organization; 3) Normative Commitment; interpreted as an obligation to stay in the organization for reasons of morality or ethics. Work Discipline According to Gomez-Meija, Balkin, and Cardy (2010; 482) work discipline is a tool that managers rely on to communicate with their employees so that they can change behavior, such as employees being late for work, ignoring safety procedures, ignoring work details required by their jobs so that their behavior does not change. professional. This is because, with high discipline, employees or subordinates will obey all existing regulations so that the implementation of the work International Journal of Human Capital Management, Vol. 6 (2), December 2022 7 | P a g e can be following the predetermined plan. Work discipline is an attitude of action to always obey the rules (Anoraga, 2006: 80). But it is also an attitude that is indispensable and gets attention in every work done by everyone to improve performance to achieve organizational goals. Agustini (2011) found that work discipline has 4 (four) main indicators, namely; Attendance; Adherence to The Boss; Awareness of Work; and Responsible. Where; 1) Attendance is defined as never skipping work and always coming in on time so that attendance increases eve ry month; 2) Adherence to The Boss; is interpreted as always doing the tasks assigned by the leadership and always maintaining good relations with the leadership; 3) Awareness Work; if doing a job according to working hours and in accordance with office rules; 4) Responsible; is always responsible for the results of the work he does. In line with the view of Moenir (2014) in this study, work discipline is measured by dimensions; time efficiency; responsibility; and compliance. Where is the indicator; 1) ti me efficiency; interpreted as an employee carrying out his duties/work always on time and efficient in using his work time; 2) responsibility; This means that if employees do their work always according to plans and SOPs, after that they can evaluate the r esults of their work for the sake of improving further work and employees always dare to accept risks or mistakes for the results of their work.. Work Compensation Work compensation is remuneration provided by the company to employees because they have contributed their energy and thoughts to the progress of the company in achieving predetermined goals in the short or long term (Sastrohadiwiryo, 2003). Work compensation in accordance with the wishes of employees and the ability of the company will create a healthy cooperative relationship for the advancement of company performance (Firmandari, 2014). The compensation provided by the organization is in the form of money but is also non -monetary (Kadarisman, 2012; 89). Work compensation is also interpreted as everything that employees receive in return for their work received by employees for their cash contributions as a substitute for their services to the company (Putri, and Astuti, 2017). According to Suparyadi (2015: 272) work compensation is measured by 2 (two) dimensions, namely; direct compensation; and indirect compensation. Where; 1) direct compensation with indicators; salaries, wages, allowances, and incentives received directly for the achievement of work results with the burden of risk that is carried out; 2) indirect compensation; with indicators; full pension, early retirement, and severance pay provided by the company as compensation for the results of working with the burden of the risk it does. Job Satisfaction Job satisfaction represents the psychological condition of the suitability between the expected needs and those received by an employee. Job satisfaction encourages someone to work more comfortably and can react positively more quickly as a result of assessing their work and meeting the needs of the environment in which they work (Luthans, 2006; 244-245). In this study job satisfaction is measured by indicators; the work itself; salary or wages; promotion; supervision; co-workers and; working conditions. Where is the indicator; 1) the work itself; intended as the main source of satisfaction, meaning that employees feel satisfied after doing their job; 2) salary or wages; interpreted as giving salary or wages by the company in accordance with the expectations of employees; 3) promotion; it is interpreted that all employees who excel have the opportunity for promotion because they already have various awards; 4) Supervision; it is intended that the supervisory style carried out by the leadership is cooperative and can participate in decision-making to be able to create satisfaction for employees; 5) co-workers; is intended to International Journal of Human Capital Management, Vol. 6 (2), December 2022 8 | P a g e assume that all co-workers can work together in a harmonious team and act as support for each other, comfortable in working, advising each other and helping each other; 6) working environment conditions; What is meant is a comfortable working environment and a cooperative work environment with each other to make employees satisfied. Consumer Satisfaction According to Irawan (2004; 37) states that customer feelings (good or bad) as an effective and emotional customer response that arise from his mind after experiencing the experience after consuming the product/service or service that has been provided. The state of the post -purchase consumer reflects how much the consumer likes or dislikes after the consumption/service occurs. The perceived customer feeling is satisfied or disappointed by comparing the performance produced by a product. If performance fails to meet expectations, the customer will be dissatisfied. On the other hand, if performance exceeds expectations, the customer will be very satisfied or happy. Because usually satisfied customers tend to be more loyal to the products/services or services offered, then they will tell others about the company or products that satisfy them (Woodside et al, 1989).. According to Irawan (2004; 37) the variable consumer satisfaction is measured by five main dimensions, namely: 1) Price (Price); For sensitive customers, usually low prices are an important source of satisfaction because they will get a high value for money. This price component is relatively unimportant for those who are not priced sensitive; 2) Service Quality (Quality of Service); 3) Service quality is highly dependent on three things, namely systems, technology, and people. Customer satisfaction with service quality is usually difficult to imitate because the formation of attitude and behavior that is in line with the company's wishes is not an easy job. Improvements must be made starting from the recruitment process, training, and work culture; 4) Product Quality (Product Quality); Customers feel satisfied after buying and using the product if the product quality is good; 5) Emotional Factors; Emotional Factor is shown by consumers for the satisfaction they get in using a product/service that creates a sense of pride and self-confidence; 6) Efficiency (Ease); The ease of obtaining the product or service and the ease of payment can make customers more satisfied if it is relatively easy, comfortable and efficient to obtain a product or service.. Purchasing Intention Purchasing intention is defined as a consumer's plan to make an effort to purchase a certain product. Because the customer's willingness to buy a product or service has a higher probability, even though the customer does not necessarily buy it. Buying interest is determined by how much benefit and value consumers perceive (Wang & Tsai, 2014). Consumers prefer to buy products or services because they feel that they need the product or service (Madahi & Sukati, 2012). Consumers want to have a product/service because of the urge to buy or own a product (Jaafar & Laalp, 2013). The willingness of consumers to make purchases of products/services and in the future accompanied by consumers to make repeat purchases (Rahman et al, 2012). According to Ferdinand (2006) that purchasing intention is interpreted as a consumer tending to buy a product/service and can refer a product/service to others as a substitute for the product that is referenced. A consumer describes behavior that has a pri mary preference and can be replaced if something happens to the product/service of his preference. Consumers are always looking for information about the product they are interested in and can support the positive characteristics of the product/service. This kind of consumer behavior is usually interested in repurchasing because the products/services they are interested in are in line with their expectations, International Journal of Human Capital Management, Vol. 6 (2), December 2022 9 | P a g e so they can refer repurchases to others. In line with the findings of Ferdinand (2006) that purchasing intention is measured by indicators; 1) Transactional interest; interpreted as a consumer tends to buy a product/service; 2) referential interest; which is a consumer has a tendency to refer a certain product to other people, as a substitute for the product/service that has been referenced; 3) preferential interest; interpreted as the behavior of consumers who have a primary preference for products/services, which can only be replaced if something happens to their preferred products/services; 4) exploratory interest; namely behavior that describes consumers always looking for information about the product/service they are interested in and supports the positive nature of the product/service; loyal interest; which describes the behavior of a consumer who wants to repurchase the product he is interested in and at the same time refer it to others to repurchase the product/service. METHODOLOGY This research belongs to the quantitative approach which is included in the type of explanatory research by using hypotheses as answers to the formulation of the problem. Primary data using a Likert scale was obtained from the survey method through the distribution of questionnaires. The sampling technique used the entire population as a sample (census) totaling 98 people from 5 (five) culinary tourism spots in Serang City. Analysis of model equations using path analysis (path analysis). Data Analysis A questionnaire is said to be valid if a scale or instrument in a variable every time a measurement is taken brings up the same value or remains consistently. Furthermore, a construct can be said to be reliable if the results of the reliability test give Cronbach's alpha value greater than 0.70 (Nunnaly, J Bernstein IH, 1994). The results of the validity and reliability t ests can be seen in the following table: Table 1. Results of Data Analysis Validity and Reliability in the Equation Model Variable Validity Reliability Choice Results of All Items Larger or Smaller Than 0.12017 Cronbac h Alpha N of Item Valid Reliable Individual Ability Greater 0,931 22 Valid Reliable Work Professionalism Greater 0,873 8 Valid Reliable Organization Commitment Greater 0,899 6 Valid Reliable Work Discipline Greater 0,907 8 Valid Reliable Work Compensation Greater 0,885 7 Valid Reliable Job Statisfication Greater 0,849 9 Valid Reliable International Journal of Human Capital Management, Vol. 6 (2), December 2022 10 | P a g e Consumer Satisfaction Greater 0,858 8 Valid Reliable Purchasing Intention Greater 0,789 6 Valid Reliable Source: Processed Primary Data, 2012. Furthermore, to find out the data is normally distributed, the researcher uses the Skewness and Kurtosis normality test which is calculated by the equation: Zskew = S−0 √6/N and Z kurt = K−0 √24/N whereas : S = Skewness Score, N = Number of Case, K = Kurtosis Score All of the variables involved in the equation of this research model can be said to be normally distributed, due to the comparison results that both Zskew and Zkurt values are all smaller than the critical value of 5%, which is 1.96. Table 2. Skewness & Kurtosis Normality Test Results Descriptive Statistics Zskew Comparison Results with its Critical Value (5%) Results of Comparison of Zakat with its Critical Value (5%) Results Decisio n N Skewness Kurtosis Statis tic Stati stic Std. Error Statis tic Std. Error Individual Ability 98 .033 .244 - 1.045 .483 0,13338 < 1,96 -2,11170 < 1,96 Normal Work Professionalism 98 -.056 .244 - 1.117 .483 -0,22587 < 1,96 -2,25720 < 1,96 Normal Organization Commitment 98 -.043 .244 - 1.419 .483 -0,16134 < 1,96 -2,86747 < 1,96 Normal Work Discipline 98 -.064 .244 - 1.151 .483 -0,25814 < 1,96 -2,32591 < 1,96 Normal Work Compensation 98 -.044 .244 - 1.081 .483 -0,17747 < 1,96 -2,18445 < 1,96 Normal Job Statisfication 98 .035 .244 -.886 .483 0,14145 < 1,96 -1,79040 < 1,96 Normal Consumer Satisfaction 98 .090 .244 -.779 .483 0,36375 < 1,96 -1,57418 < 1,96 Normal Purchasing Intention 98 .125 .244 -.761 .483 0,50521 < 1,96 -1,53780 < 1,96 Normal Valid N (listwise) 98 Source: Processed Primary Data, 2022. All variables involved in the model equation are normally distributed, due to the comparison of the results of the equation Zskew and Zkurt values, all of which are smaller than the critical value (5%) of 1.96. International Journal of Human Capital Management, Vol. 6 (2), December 2022 11 | P a g e RESULT AND DISCUSSION Following are the results of the path analysis in the equation of this research model as follows:: Figure 1. Path Analysis Results of Research Model Equation Source: Processed Primary Data, 2022. 1. Individual ability can create purchasing intention through consumer The results of the path analysis show that the direct influence of the individual ability variable on purchasing intention is -0.274, while the path coefficient of the indirect influence through consumer satisfaction is 0.93955. These results indicate that the individual's ability either directly or indirectly through consumer satisfaction can create purchasing intention ( -0.274 < 0.93955). Intellectual ability is an individual's capacity to carry out mental activities, while physical ability is the ability to carry out tasks that require stamina, skills, and similar characteristics. Knowledge and skills possessed by individuals will lead to behavior. Meanwhile, the behavior will produce performance (Robbins, 2008). The abilities (knowledge and skills) that a person has in carrying out work will encourage them to perform superiorly (superior performance). This is in line with the findings of Akbar and Parvez (2009) that customer satisfaction is a mediation between service quality and customer loyalty. The logic of thinking is that the superiority of a person's performance if he has the knowledge, skills and experience can be implemented in the form of good service to consumers. The impact of quality service from employees who have individual abilities can create customer satisfaction and then customers will be interested in buying again. This is because consumer satisfaction has a significant positive effect on purchasing intention (Gersom Hendarsono & Sugiono Sugiharto, 2013; I Putu Surya Ananta Wijaya & I Nyoman Nurcaya (2017). The better customer satisfaction, the more repurchase interest will increase. 2. Work professionalism can create purchasing intention through consumer satisfaction The results of the path analysis show that the direct influence of the work professionalism variable on purchasing intention is 0.197, while the indirect effect of the path coefficient through consumer satisfaction is 0.247. These results indicate that work professionalism either directly or indirectly through consumer satisfaction can create purchasing intention (0.197 < e1= 0.08366 0.989 0.260 0.950 -0.499 -0.274 -0.639 e2= 0.07746 0.197 -0.234 0.990 -0.472 -0.242 0.505 0.225 Consumer Satisfaction Purchasing Intention S U M P ro ff e s io n a l H u m a n R e so u rc e s Individual Ability Work Professionalism Organization Co mmitment Work Discipline Work Compensation Job Statisfication e1 e2 International Journal of Human Capital Management, Vol. 6 (2), December 2022 12 | P a g e 0.247). This result is in line with the findings of Aziza Bila, and Dasman Lanin (2020) that work professionalism can increase customer satisfaction. The existence of an attitude of work professionalism makes someone behave and behave well so that they can improve their performance (Cahyani, 2007). The logic of thinking is that if employees have integrity, are tenacious and diligent, and consistently in their main work, they always try to complete tasks to the maximum. Employees reflect an attitude that is not easily discouraged and always obeys the procedures that have been set by the company so that it can create customer sa tisfaction. With the creation of customer satisfaction, it has an impact on purchase intention for customers. 3. Organizational commitment can create purchasing intention through consumer satisfaction The results of the path analysis show that the direct influence of the organizational commitment variable on purchasing intention is -0.234, while the results of the indirect effect path coefficient through consumer satisfaction are -0.47405. These results indicate that organizational commitment either directly or indirectly through consumer satisfaction can create purchasing intention [-0.234 < (-0.47405)]. These results are in line with the findings of Siti Komariah Hildayanti et al (2018) that organizational commitment has a significant effect on customer satisfaction. The main factors of concern are; to improve fast food service in accordance with speed standards in serving customer claims or orders. The logic of thinking is if employees who have the organizational commitment and emotional feelings for the company, have faith in the values of the organization, have resilience for the company for moral and ethical reasons, have a loyal spirit to their responsibilities for their work, and have empathy for cooperation for work. within the organization, it will increase customer satisfaction. So that it has an impact on increasing consumer buying interest. Consumers will be loyal to the products/services obtained from the experiences they have had. 4. Work discipline can create purchasing intention through consumer satisfaction The results of the path analysis show that the direct influence of the work discipline variable on purchasing intention is -0.472, while the results of the indirect effect path coefficient through consumer satisfaction are -0.60705. These results indicate that work discipline indirectly through consumer satisfaction can create purchasing intention [ -0.472 < (-0.60705)]. But directly work discipline cannot create purchasing intention. This finding is in line with the findings of Agus Budi Purwanto and Susanti Wahyuningsih (2013); Sri Dewi Ratih Wijayanti and Lina Mahaardiana Risnawati (2018) that work discipline has a significant effect on customer satisfaction. Good discipline is a representation of the magnitude of a person's sense of responsibility for the tasks assigned to him. In addition, employees comply with applicable regulations such as; dress neatly and maintain politeness, serve on time, sweet attitude and smile in serving customers, if employees apply discipline to themselves then the service provided to customers will be maximized. On the other hand, the lack of discipline makes the results of the work not in accordance with the company's expectations. By serving consumers to the maximum, it can create customer satisfaction and its impact on repurchase interest. 5. Work compensation can create purchasing intention through consumer satisfaction The results of the path analysis show that the direct influence of the work compensation variable on purchasing intention is 0.505, while the results of the indirect effect path coefficient through consumer satisfaction are 0.94050. These results indicate that work compensation indirectly through consumer satisfaction can create purchasing intention [-0.472 < (-0.60705)]. But directly work compensation cannot create purchasing intention. This finding is in line with the findings of Muhammad Ramdhan (2020) that work compensation has a significant effect on International Journal of Human Capital Management, Vol. 6 (2), December 2022 13 | P a g e employee performance. Work compensation is referred to in the form of; salary or wages, incentives, health insurance, social security, leave benefits, and other rewards, it will increase job satisfaction for employees. This finding is also in line with the findings of Haris, (2020); and Yeh et al (2020). that work compensation refers to all forms of payment or rewards for employees that come from the results of their work. Therefore, if employees get proper compensation and meet their needs, employees will feel satisfied at work, the impacts custo mer satisfaction. Employee job satisfaction, has an impact on customer satisfaction, because employees always provide the best service for each customer, so it has an impact on consumers' repurchase interest. Compensation can be physical or non-physical which must be calculated and given to employees in accordance with their sacrifices to the organization/company where they work as a substitute for their service contribution to the company.. 6. Job satisfaction cannot create purchasing intention through consu mer satisfaction The results of the path analysis show that the direct influence of the variable job satisfaction on purchasing intention is 0.225, while the path coefficient of the indirect effect through consumer satisfaction is -0.22990. These results indicate that job satisfaction indirectly through consumer satisfaction cannot create purchasing intention [0.225 > (-0.22990)]. Thus job satisfaction can create consumer satisfaction and purchasing intention directly, but job satisfaction cannot create consumer buying interest through consumer satisfaction. These findings are in line with Robbins & Judge (2012: 99) that someone with a high level of job satisfaction has positive feelings about his job, while those who do not have dissatisfaction will tend to the opposite. Organizations that have employees who have a high level of job satisfaction tend to be more effective than organizations that have employees who have job dissatisfaction. Job satisfaction is the level of pleasure that a person feels for his role or work in the organization. The level of individual job satisfaction occurs when they get a commensurate reward aspect of the work situation in which their organization works. Job satisfaction concerns the psychology of the individual in the organization, which is caused by the circumstances he feels in his environment (Jasmani et al., 2020; Sunarsi, 2020). Job satisfaction has a positive influence on customer loyalty (Samuel et al, 2005). However, customer satisfaction does not affect customer loyalt y (Palilati, 2007) and (Shahin et al., 2011). CONCLUSION The ability of individual activities in carrying out various tasks in certain jobs is distinguished by intellectual abilities and physical abilities. Knowledge and skills possessed by individuals will lead to behavior. Meanwhile, the behavior will produce performance. The ability that a person has in carrying out work will encourage them to perform well. Many aspects can influence achieving professional human resources, including individual aspects, group aspects, and organizational system aspects. The individual aspect is related to the individual ability and works professionalism of employees in improving the quality of human resources so that it has an impact on employee performance, work motivation, job satisfaction, and organizational commitment (Robbins, 2008). The group aspect relates to the environment in which the employee works such as; work discipline, work compensation, and job satisfaction to increase strong work motivation so that it has an impact on performance. 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