THE EFFECT OF ORGANIZATIONAL CULTURE AND WORK ENVIRONMENT ON SERVICE QUALITY WITH SATISFICATION AS A MODERATING VARIABLE

Ferdinand Salomo Leuwol, Asraf Asraf, Budi Sulistiyo Nugroho, Sumardi Sumardi, Idam Wahyudi

Abstract


Two of the many factors that can influence good or bad service quality are good organizational culture and a work environment that is comfortable, clean, and can provide peace of mind for both workers and customers. This study aims to examine the influence of Organizational Culture and Work Environment on Service Quality at Alfamart which are spread throughout Indonesia. Different from previous studies, this research adds the Job Satisfaction variable as a moderating variable. This research is quantitative research with an explanatory approach. This study uses secondary data distributed through questionnaires to 300 Alfamart employees spread throughout Indonesia with a minimum criteria of having worked for 2 years. The data used in this research were analyzed using Alt Samrt PLS 3.0. The results showed that each of the Organizational Culture and Work Environment variables had a positive and significant effect on the Service Quality variable. Apart from that, the Job Satisfaction variable is able to moderate the two independent variables above and has a quite significant shift in value.

Full Text:

PDF

References


Ayunda, M., Nur, T., & Basori, Y. F. (2020). Pengaruh Budaya Organisasi Terhadap Kualitas Pelayanan Pembuatan E-Ktp Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Sukabumi. Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara, 7(2), 294–305. Https://Jurnal.Unigal.Ac.Id/Index.Php/Dinamika/Article/View/3602

Hakim, A. R., & Muhdi, M. (2020). Motivasi Kerja Dan Kompensasi Terhadap Kepuasan Kerja Guru Smk Swasta Di Wilayah Timur Kabupaten Pemalang. Jurnal Pendidikan Ilmu Sosial, 29(2), 105–115. Https://Doi.Org/10.23917/Jpis.V29i2.9354

Hidayat, F., Suryaman, M., Fitriani, R., & Nugraha, B. (2021). Pengaruh Motivasi Dan Lingkungan Kerja Terhadap Kepuasan Kerja Di UKM Nahla Toys Cikampek. Widya Cipta: Jurnal Sekretari Dan Manajemen, 5(1), 31–38. Https://Doi.Org/10.31294/Widyacipta.V5i1.9827

Jonathan Sarwono. (2016). Meode Penelitian Kualitatif Dan Kuantitatif. Graha Ilmu.

Maharani, D. (2019). Pengaruh Manajemen Sumber Daya Manusia Dan Budaya Organisasi Terhadap Kualitas Kinerja Pegawai Pada Kantor Kecamatan Cikijing Kabupaten Majalengka. Dinamika Governance : Jurnal Ilmu Administrasi Negara, 9(2). Https://Doi.Org/10.33005/Jdg.V9i2.1637

Mempengaruhi, F. Y., Kerja, K., & Handayaningrum, I. (N.D.). ( Studi Pada Karyawan PDAM Kota Malang ). 40(1), 141–149.

Nalendra, A. R. A., Sariwaty, & Suhaila, A. (2018). Pengaruh Implementasi Kebijakan Dan Budaya Organisasi Terhadap Kualitas Pelayanan Publik. Widya Cipta - Jurnal Sekretari Dan Manajemen, 2(1), 141–148. Http://Ejournal.Bsi.Ac.Id/Ejurnal/Index.Php/Widyacipta/Article/View/2444/2046

Nurmasitha, F., Hakim, A., & Yudo Prasetyo, W. (2021). Pengaruh Kompetensi Pegawai Dan Lingkungan Kerja Terhadap Kualitas Pelayanan (Studi Pada Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Sidoarjo). Jap), 1(6), 1–10.

Radiany, R. (2018). Pengaruh Budaya Organisasi Terhadap Kualitas Pelayanan Pada Pts Di Kalimantan Selatan. EKUITAS (Jurnal Ekonomi Dan Keuangan), 9(3), 307–323. Https://Doi.Org/10.24034/J25485024.Y2005.V9.I3.412

Santika, L. G. (2019). Pelatihan Dan Kompensasi Terhadap Kepuasan Kerja Serta Dampaknya Untuk Kinerja Karyawan. Jurnal Manajemen, 10(1), 77. Https://Doi.Org/10.32832/Jm-Uika.V10i1.1883

Sedarmayanti. (2009). Manajemen Sumber Daya Manusia. Refika Aditama.

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, R&D.

Sukarmin. (2016). Pengaruh Budaya Organisasi Terhadap Kualitas Pelayanan Publik Di Sekretariat Daerah. Jurnal Penelitian Pendidikan Guru Sekolah Dasar, 6(August), 128.

Supriyanto, A. S. (2019). Riset Manajemen Sdm. Inteligensia Media.

Wahyuni, R., & Irfani, H. (2019). Terhadap Kepuasan Kerja Dalam. Jurnal PSYCHE 165 Fakultas Psikologi, 12(1), 1–10.




DOI: http://dx.doi.org/10.29040/jie.v8i1.10651

Refbacks

  • There are currently no refbacks.


echo 'slot gacor