Pengaruh Kualitas Pelayanan dan Budaya Organisasi terhadap Ketepatan Investigasi Incident Management di Pusintek Kementerian Keuangan RI

Authors

  • Trisna Febriana Bina Nusantara University

DOI:

https://doi.org/10.21512/comtech.v6i2.2263

Keywords:

Quality Service, Organizational Culture, Investigation Accuracy, SEM, Ministry Of Finance

Abstract

The purpose of this research is to verify and estimate the correlation of Quality Service, that consist of Tangible, Reliability, Responsiveness, Assurance, Empathy, and Organizational Culture, that consist of Power Distance Index (PDI), Individualism Index, Masculinity Index, Uncertainty Avoidance Index (UAI) against
Incident Management’s Accuracy of Inconvenience Investigation, to identify dominant indicator of Quality Service variable and to identify dominant indicator of Organizational Culture Variable. This research use a quantitative descriptive approaching with the questioner as a primary data and literature comparation as a
secondary data, and is a non-experimentally research. The model is developed, in this research is consist of two hypotheses that are examined by The Structural Equation Model (SEM) method using Lisrel 8.80 as an analysis tool. The sample that is used in this research is to the tune of 287 respondents from the Ministry of Finance with random sampling technique. The result of this research, based on fit model, obtain that all of the tvalue indicator of exogen variable are greater than ttable (N=287; α=0.05) as much as 1.97. In conclusion, this research is
clearly state that H0 is reected and H1 is accepted, which means there is a significant correlation between Quality Service and Organizational Culture against Investigation Accuracy simultaneously. (TF).

Dimensions

Plum Analytics

References

Hofstede, G., Minkov, M. (2010). Cultures and Organizational. (Revised and Expanded Third Edition). United States

ITIL. (2012). IT Infrastructure Library., (http://www.itilofficialsite.com/AboutITIL/WhatisITIL.aspx, diakses terakhir tanggal 5 oktober 2012).

Manullang, I. (2008). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan PT.Garuda Indonesia Airlines di Bandara Polonia Medan. Thesis. Medan: Universitas Sumatera Utara.

Parasuraman. (1998). Customer Service in Business-to-Business Markets: An Agenda for Research. Journal of Business and Industrial Marketing: 309-321.

Santoso, Singgih, Tjiptono, Fandy (2001). Riset Pemasaran Konsep dan Aplikasi dengan SPSS. Jakarta: PT.Elex Media Komputindo.

Srirezeki, D. (2012). SEM, Structural Equation Model. Jakarta: Didi Aldiano.

Downloads

Published

2015-06-01

Issue

Section

Articles
Abstract 423  .
PDF downloaded 293  .