PENGARUH BUDAYA ORGANISASI DAN KOMUNIKASI ORGANISASI TERHADAP INTERNAL SERVICE QUALITY YANG DIMEDIASI OLEH KERJASAMA TIM DI PT. ASTRA INTERNATIONAL DAIHATSU WILAYAH DKI2

DESIANI, NINDYA (2024) PENGARUH BUDAYA ORGANISASI DAN KOMUNIKASI ORGANISASI TERHADAP INTERNAL SERVICE QUALITY YANG DIMEDIASI OLEH KERJASAMA TIM DI PT. ASTRA INTERNATIONAL DAIHATSU WILAYAH DKI2. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This study aims to examine and analyze teamwork as a mediator of organizational culture and organizational communication on internal service quality at PT. Astra International Tbk – Daihatsu DKI2 region. Factors that influence organizational culture and organizational communication as independent variables. Teamwork as a mediating variable and internal service quality as a dependent variable. The population of this study is Daihatsu’s employees who are in the DKI2 region, with a total sample of 150 people who will be taken using a questionnaire instrument. The data analysis method uses Structural Equation Model-Partial Least Square (SEM-PLS) which is processed using Smart-PLS software. The result of the study show that there is a positive and significant influence between the independent variables namely organizational culture and organizational communication on the dependent variable internal service quality. Teamwork as an intervening variable is able to mediate the independent variable on the dependent variable. Penelitian ini bertujuan untuk menguji dan menganalisis kerjasama tim sebagai mediator budaya organisasi dan komunikasi organisasi terhadap internal service quality di PT. Astra International Tbk – Daihatsu Wilayah DKI2. Faktor yang mempengaruhi antara lain budaya organisasi dan komunikasi organisasi sebagai variabel bebas. Kerjasama tim sebagai variabel mediasi, serta Internal service quality sebagai variabel terikat. Populasi dari penelitian ini adalah karyawan Daihatsu yang berada dalam wilayah DKI2, dengan jumlah sampel sebanyak 150 orang yang akan diambil melalui instrument kuesioner. Metode analisis data menggunakan Structural Equation Model-Partial Least Square (SEM-PLS). Hasil dari penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan antar variabel independent yakni Budaya Organisasi dan Komunikasi Organisasi terhadap variabel dependen Internal Service Quality. Kerjasama Tim mampu memediasi variabel Budaya Organisasi dan Komunikasi Organisasi terhadap Internal Service Quality

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