Dampak Budaya Organisasi Terhadap Kualitas Layanan Karyawan PT. Bank SulutGo Cabang Bitung

Irene M. Lapian, Riane J. Pio, Sofia Sambul

Abstract


This study aims to determine whether organizational culture influences service quality. This study uses a quantitative approach with inferential statistical analysis in the form of partial regression analysis. The population in this study were employees of PT. Bank Sulut-Go bitung branch, amounting to 51 people. Sampling using Slovin formula with an error level of 10% to obtain 34 respondents. The results showed that organizational culture had an impact on service quality. This finding is expected to strengthen the service quality of banking organizations by making the organizational culture one of the guides of all members of the organization.


Full Text:

PDF

References


Ahmed H. A. A. 20I9. The Impact Of Organizational Culture On Qualityof Service: Applied Research In The Gulf Commercial Bank. Journal of Engineering and Applied. 14;(14):4675-4681.

Junior, O. M. S., Areros, W. A., dan Pio, R. J. 2010. Pengaruh Brand Image dan Persepsi Harga Terhadap Kualitas Pelayanan dan Kepuasan Pelanggan (Studi pada Pelanggan Datsun Nissan Martadinata). Jurnal Administrasi Bisnis,8, (2), 1-9.

Koesharijadi, 1998. Analisi Motivasi dan Kualitas Layanan yang Mempengaruhi Konseumen Dalam Menabung Pada Bank Negara Indonesia di Kotamadya Pasuruan. Thesis, Pascasarjana Unibraw, Malang.

Kotler, P. and Keller, K. L. 2012. Marketing Management. Edisi 14, New Jersey: Prentice-Hall Published.

Mangkunegara, A. P. 2005. Perilaku dan Budaya Organisasi. Bandung : PT. Rafika Aditama.

Mewoh, A. D. Pio, R. J. dan Sumayku, S. M. 2017. Pengaruh Budaya Organisasi Terhadap Kinerja Karyawan Pada PT. Wenang Permai Sentosa. Jurnal Administrasi Bisnis, 5, (5) 1-8.

Schein, E. H. 2004. Organizational Culture and Leadership, Third edition, San Francisco: Published by Jossey-Bass.

Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif, dan R & D. Bandung : CV Alfabeta.

Siwu, P. N., Pio, R. J., dan Liando, D. M. 2016. Pengaruh Kepemimpinan, Budaya Organisasi, Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT. Astra Internasional, Tbk. Daihatsu Cabang Malalayang, Society, 21, (1), 1-14.

Parasuraman, A., Berry, L. L., dan Zeithaml, V. A. 1988. SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, (1), 1-30.


Refbacks

  • There are currently no refbacks.