Mahmudah, S. Faktor-Faktor Budaya Organisasi yang Berpengaruh terhadap Kualitas Pelayanan dan Kepuasan Pelanggan

Abstract

This study is aimed at: 1) Identifying influence of organizational cultural factors to service quality, 2) identifying influence of service quality to customer satisfaction, and 3) identifying influence of organizational cultural factors to customer satisfaction. In achieving the goal, the explanatory method with descriptive analysis and inferential analysis by using Structural Equation Modelling (SEM) program AMOS version 5. SEM with alpha 5% were used to test the significance of research variable. The data were taken from all NSC polithecnic student using simple random sampling technique. The total number of respondents were 200 respondents. Questionnaire (main instrument), interview, and documentary were used in collecting the data. The result of this study shows that: 1) organizational cultural factors have influence significantly to service quality, 2) service quality did not have an influence significantly to customer satisfaction. The unsignificant variable happened because of the existence of service quality in NSC Polytechnic was not qualified specially for indicators i.e: reliability, responsiveness, assurance, and emphaty. and 3) organizational culture factors have an influence significantly to customer satisfaction. Simultaneously, organizational culture factors have effect to customer satisfaction inderectly and service quality as intervening variable could strenghten it.