The Influence of Organizational Culture and Organizational Communication on Internal Service Quality Mediated by Teamwork

Authors

  • Nindya Desiani Mercu Buana University
  • Mafizatun Nurhayati Mercu Buana University

DOI:

https://doi.org/10.54099/ijdms.v1i1.846

Keywords:

Organizational Culture, , Organizational Communication,, Teamwork, , Internal Service Quality

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.

References

Al-Fikriyah, I., Saragi, S., dan Aritonang, MGS. (2021). Pengaruh Budaya Perusahaan PT. X terhadap Kualitas Pelayanan Kefarmasian yang Memiliki Dampak Kepada Kepuasan dan Loyalitas Pelanggan Apotek Unit Bisnis Depok PT.X. Jurnal Ilmiah Akuntansi dan Keuangan Vol.4 No.4 E-ISSN 2622-2205.

Amal, S., Mahsyar, A., Parawu, H.E. (2020). Pengaruh Komunikasi Organisasi terhadap Kualitas Pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sinjai. Jurnal Ilmiah Administrasi Publik Vol.1 No. 3.

Ansari, P., Herman, M., dan Fibriyanita, F. (2021). Pengaruh Budaya Organisasi terhadap Kualitas Pelayanan Publik di Kantor Kelurahan Marabahan Kota. Jurnal Administrasi Publik.

Bima, L., Sidin, I., dan Amiruddin, R. (2018). Pengaruh Budaya Organisasi terhadap Kinerja Tim Dalam Penerapan Patient Safety. Jurnal Kesehatan Masyarakat Maritim Vol.1 No.2 ISSN 2599-1167.

Dewi, N.L., Gunawan, Y., Mangunsong, S., dan Meiliana, Y. (2021). Pengaruh Sistem Pengendalian Internal dan Budaya Organisasi terhadap Kualitas Pelayanan Publik Berkelanjutan. Jurnal Manajemen Maranatha Vol.20 No.2 pp. 99-106.

Faheem, F., dan Iqbal, S. (2023). Relationships of Organizational Culture and Project Management Methodology with Moderating Role of Teamwork in Banking Industry of Pakistan. International Journal of Management and Technology.

Hair, J. F., Hult, G. T., Ringle, C., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In Sage.

Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2018). An Overview of Recent and Emerging Developments in PLS-SEM. Advanced Issues in Partial Least Squares SEM, June.

Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1). https://doi.org/10.1007/s11747-014-0403-8.

Irfan, S., Yusriadi., Chamidah, D., dan Herlina. (2021). Analysis of Service Quality Improvement with Education and Training and Professionalism and Teamwork as Mediation Variables. International Conference on Industrial Engineering and Operations Management.

Knorring, M.V., Griffths, P., Ball. J., Runesdotter, S., dan Lindqvist, R. (2019). Patient Experience of Communication Consistency Amongst Staff is Related to Nurse-Physician Teamwork in Hospitals. International Journal of Health.

Koolwijk, J.S.J., and Clarine, J.V.O. (2020). No-Blame Culture and the Effectiveness of Project-Based Design Teams in the Construction Industry: The Mediating Role of Teamwork. International Journal of Management 36(4).

Lamato, Y.G. (2023). The Influence of Employee Work Culture on Service Quality at the Regional Drinking Water Company of Tirta Gerbang Emas, North Gorontalo Regency. Formosa Journal of Applied Sciences Vol.2 No.1 pp. 99-116.

Manggala, I.W., dan Nurhayati, M. (2022). The Effect of Transformational Leadership and Training on Internal Service Quality with Organizational Culture As a Mediation Variable. International Journal of Multidisciplinary Sciences Vol.2 No. 1 ISSN: 2829-8217.

Mirsky, R., Macke, W., Wang, A., Yedidsion, H., dan Stone, P. (2020). A Penny for Your Thoughts: The Value of Communication in Ad Hoc Teamwork. International Joint Conference on Artificial Intelligence.

Piljan, I., Simonović, Z., dan Ćurčić, N. (2020). The Influence of Teamwork as an Internal Marketing Factor on the Quality of the Service of Insurance Companies in Serbia’s Agricultural Sector. International Journal Economics of Agriculture No.1 pp. 189-206.

Priyatno, Duwi. (2012). Cara Kilat Belajar Analisis Data dengan SPSS 20. Edisi Kesatu. Yogyakarta.

Rahman, N.A., Voon, B.H., dan Abdullah, F. (2021). Culture of Excellence for Better Internal Service Quality in High Education. Advances in Business Research International Journal Vol. 7(3) pp. 85-104.

Ramayah, T., Hwa, C., Chuah, F., Ting, H., & Memon, M. (2018). Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 3.0: An Updated and Practical Guide to Statistical Analysis.

Sholihin, M., dan Ratmono., D. (2021). Analisis SEM-PLS dengan WarpPLS 7.0 untuk Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis. Yogyakarta: Penerbit Andi.

Downloads

Published

2024-02-08

How to Cite

Desiani, N. ., & Nurhayati, M. . (2024). The Influence of Organizational Culture and Organizational Communication on Internal Service Quality Mediated by Teamwork. International Journal of Digital Marketing Science, 1(1), 45–57. https://doi.org/10.54099/ijdms.v1i1.846

Issue

Section

Articles