Pengaruh Kualitas Pelayanan dan Budaya Organisasi terhadap Ketepatan Investigasi Incident Management di Pusintek Kementerian Keuangan RI
Keywords:Quality Service, Organizational Culture, Investigation Accuracy, SEM, Ministry Of Finance
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).
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.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: