scholarly journals Building Public Trust through Service Quality Based on Leadership and Organizational Culture

2020 ◽  
Vol 55 (3) ◽  
Author(s):  
Daswati Tahir ◽  
Syahruddin Hattab ◽  
Mustainah Mappatoba
Keyword(s):  
Organizational Culture ◽  
Service Quality ◽  
Leadership Style ◽  
Structural Equation ◽  
Sampling Technique ◽  
Public Trust ◽  
Equation Modeling ◽  
Regional Government ◽  
The Public ◽  
Study Results

The purpose of this study is to identify the building of public trust through service quality based on leadership and organizational culture in the offices of regional government in the city of Palu, Sulawesi Tengah. The sampling technique used was simple random sampling, but because this study used Structural Equation Modeling analysis, the number of samples was 200 respondents. The study results indicated the following: (1) leadership style directly affects service quality, (2) organizational culture directly affects service quality, (3) leadership style directly affects trust, (4) organizational culture directly affects trust, and (5) service quality directly affects trust. Based on these findings, it may be concluded that any change or variation in the public trust was affected by leadership style, organizational culture, and service quality. This research results in a new model of the relationships among leadership style, organizational culture, and service quality that should be included in the strategic planning of human resources development to increase the public trust; however, the model can be used by governments and other organizations to increase the public trust by considering variables used in this research.

scholarly journals THE EFFECT OF TEAM WORK, LEADERSHIP STYLE, AND ORGANIZATIONAL CULTURE ON NURSE PERFORMANCE WITH ORGANIZATIONAL COMMITMENTS AS MEDIATION VARIABLES IN HOSPITAL TYPE B IN JAKARTA

2019 ◽  
Vol 27 (3) ◽  
pp. 106-136
Author(s):  
Sri Wahyuningsih ◽  
Armanu Thoyib ◽  
Rofiaty ◽  
Ananda Sabil
Keyword(s):  
Organizational Culture ◽  
Organizational Commitment ◽  
Leadership Style ◽  
Structural Equation ◽  
Partial Least Square ◽  
Team Work ◽  
Least Square ◽  
Equation Modeling ◽  
Type B ◽  
Positive Effect

This study aims to analyze the influence of team work, leadership style and organizational culture on nurse performance with organizational commitment as a mediating variable. The research unit is nurses at Type B hospitals in Jakarta. The population is 1362 nurses. Methods of collecting data using surveys. The research instrument used a questionnaire. Questionnaires were distributed to 523 respondents. Data analysis method uses Structural Equation Modeling-Partial Least Square SEM-PLS). The results of the study prove that teamwork has a positive effect on nurse performance. Teamwork does not affect organizational commitment. Organizational culture has a positive effect on nurse performance. Organizational culture has a positive effect on organizational commitment. Leadership style does not affect nurse performance. Leadership style does not affect organizational commitment. Organizational commitment has a positive effect on nurse performance. Organizational commitment cannot play a role in mediating the influence of teamwork on nurse performance. Organizational commitment can play a role in mediating the influence of organizational culture on nurse performance. Organizational commitment cannot play a role in mediating the influence of leadership style on nurse performance.

scholarly journals Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing

2019 ◽  
Vol 2 (2) ◽  
pp. 366-374
Author(s):  
R. Neni Kusumadewi ◽  
Otong Karyono
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Random Sampling ◽  
Structural Equation ◽  
Industrial Revolution ◽  
Sampling Technique ◽  
Added Value ◽  
Equation Modeling ◽  
Stratified Random Sampling ◽  
Analysis Method

Current competitive environment induced by 4.0 industrial revolution has forced companies to focus on managing service to customer by provide added value to customers, so that it will increase competitiveness. This study aims to find out and analyze impact of service quality and service innovations on competitive advantage. Analysis method is descriptive statistical and Structural Equation Modeling with AMOS software. The sampling Technique was purposive sampling with combination cluster proportional stratified random sampling, the instrument to collect the data was questionnaire with manager, supervisor or employee of retailing. The results indicate that the service quality and service innovations impact on competitive advantage.

scholarly journals Testing the Mediating Role of Career Development in Affecting Intellectual Capital and Organizational Culture on Employee Performance: Evidence of Local Banks in Yogyakarta, Indonesia

2021 ◽  
Vol 23 (1) ◽  
pp. 16-32
Author(s):  
Titi Laras ◽  
Rutha Mathilde Santana ◽  
Bambang Jatmiko ◽  
Tiyas Puji Utami
Keyword(s):  
Organizational Culture ◽  
Career Development ◽  
Intellectual Capital ◽  
Structural Equation ◽  
Employee Performance ◽  
Equation Modeling ◽  
Study Results ◽  
And Performance ◽  
Branch Office

Research aims: This study aims to examine the role of career development in mediating the relationship between intellectual capital and organizational culture on employee performance.Design/Methodology/Approach: This study used a proportional stratified random sampling method with 126 permanent employees of local banks in Yogyakarta, Indonesia, as research respondents. The respondents included Head Office, Main Branch Office, and Senopati Branch Office. The data were collected by distributing a questionnaire, and the secondary data were in the form of data or documents that supported and strengthened the primary information from books, magazines, journals, and other documents. Then, the analytical tool utilized in this study was SEM (Structural Equation Modeling) to test the research hypotheses.Research findings: The results showed that intellectual capital and organizational culture had a positive and significant effect on career development and performance, but career development had no positive and significant effect on performance. Meanwhile, career development could not mediate the effect of intellectual capital and organizational culture on performance.Theoretical contribution/Originality: The study results contribute to the literature (body of knowledge), especially as additional discussion toward theory and literature related to intellectual capital, organizational culture, career development, and performance in local banks, which is still very limited.

scholarly journals Organizational Cynicism and Its Impact on Organizational Pride in Industrial Organizations

2019 ◽  
Vol 16 (7) ◽  
pp. 1203
Author(s):  
Omar Durrah ◽  
Monica Chaudhary ◽  
Moaz Gharib
Keyword(s):  
Structural Equation ◽  
Negative Impact ◽  
Sampling Technique ◽  
Two Dimensions ◽  
Equation Modeling ◽  
Industrial Organizations ◽  
Organizational Cynicism ◽  
Study Results ◽  
Study Population ◽  
The One

Organizational cynicism has been a topic of discussion and debate among employees and top management. The purpose of this study is to find out the relationship between organizational cynicism and organizational pride. Precisely, the objectives are to identify and measure organizational cynicism among employees in industrial organizations; to determine and measure the degree of organizational pride among employees in industrial organizations and to study the effect of organizational cynicism on the organizational pride of employees in industrial organizations. In this empirical research, the study population was employees of industrial organizations of Oman. Using a purposive sampling technique, nine industrial organizations from Oman were picked. With the help of structured questionnaire, data from 350 respondents was obtained. Structural equation modeling was used through Amos version 25.0 for data analysis. The results reveal that the two dimensions of organizational cynicism (affective cynicism and behavioral cynicism) have a significant and negative impact on emotional pride, while cognitive cynicism does not significantly effect emotional pride. The study results indicate that the one dimension of organizational cynicism (affective cynicism) has a significant impact on attitudinal pride, while the rest of the other dimensions (cognitive cynicism, behavioral cynicism) do not have a significant effect on attitudinal pride. The limitations and implications of the research are also discussed.

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

2018 ◽  
Vol 7 (3.30) ◽  
pp. 393
Author(s):  
Marcellia Susan ◽  
. .
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Clinical Care ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Care Process ◽  
Primary Data ◽  
Equation Modeling ◽  
The Public

Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.  

How types of organizational culture and technological capabilities contribute to organizational learning

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Taghreed Al Dari ◽  
Fauzia Jabeen ◽  
Matloub Hussain ◽  
Dana Al Khawaja
Keyword(s):  
Organizational Culture ◽  
Organizational Learning ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Technological Capabilities ◽  
Content Type ◽  
Study Results ◽  
The Impact

Purpose This study aims to develop a theoretical framework of the impact of clan and hierarchy cultures and knowledge technological capabilities on organizational learning. Design/methodology/approach A questionnaire survey was used to collect data from 693 employees working in knowledge management centers in various law and enforcement units in the United Arab Emirates (UAE). Structural equation modeling was used to test the relationships between the variables. Findings The findings show that the clan culture had a significant negative effect on organizational learning. However, hierarchy culture and knowledge technological capabilities had a significant positive impact in predicting organizational learning behavior. Research limitations/implications The study focuses on a specific type of public organization only, which somewhat limits the generalizability of the research results. Second, as the study was cross-sectional, the causal relationships could not be inferred directly. The study results will help policymakers create a learning organization by examining the impact of organizational culture and knowledge of technological capabilities. Originality/value This paper has added knowledge about the relationship between culture types, knowledge technological capabilities and organizational learning, particularly in the UAE. This study helps to bridge the gap in research on culture and knowledge technological capabilities and organizational learning.

scholarly journals Improvement Strategy of Competitive Advantage and Marketing Performance of Public Market

2018 ◽  
Vol 4 (2) ◽  
pp. 120
Author(s):  
Endah Budiarti
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Public ◽  
Marketing Performance ◽  
Public Market

The purpose of this research is to analyze and prove the influence of customer relationship management (CRM), service quality and entrepreneurship orientation to competitive advantage and marketing performance and to analyze and prove the influence of competitive advantage to marketing performance of the public market in East Java Province. The object of this research is the whole market unit of the public in East Java Province spread over 29 regencies and 9 cities in East Java Province amounting to 335 units of the public market. The unit of analysis (analysis unit) in this research is a revitalized public market that is 67 public market in East Java Province. While the observation unit is a trader or tenant of a community market stand in East Java Province. The number of public market traders in the market that has been revitalized today is 25,000. In this study, researchers measured the marketing performance of the Public market in East Java Province based on the perception of the trader or tenant stand, so the measure of marketing performance is perceptual. The sample used is 190 merchants. The number is spread across 67 units of the public market in East Java Province. The model to be used in this research is the model of causality or relationship. To test the proposed hypothesis, the analysis technique uses SEM (Structural Equation Modeling), with AMOS statistic software. The results of hypothesis testing: Customer relationship management, Quality of service and entrepreneurial orientation significantly influence the competitive advantage of the market public in East Java Province. Customer relationship management and service quality significantly influence the marketing performance of the public market in East Java Province, while the orientation of entrepreneurship has no significant effect on marketing performance of the public market in East Java Province. Competitive advantage influences the marketing performance of public market significantly in East Java Province.

scholarly journals Effect of transformational leadership and organizational culture on employee performance mediated by job motivation

2019 ◽  
Vol 6 (6) ◽  
pp. 118-127
Author(s):  
G. Ngurah Suteja Putra ◽  
I Gusti Ayu Manuati Dewi
Keyword(s):  
Transformational Leadership ◽  
Organizational Culture ◽  
Leadership Style ◽  
Structural Equation ◽  
Employee Performance ◽  
Total Sample ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Job Motivation

This study aims to analyze the effect of transformational leadership and organizational culture on employee performance mediated by job motivation. The population in this study included 134 Civil Servants in the Secretariat of the Bali District/City Election Commission with a total sample of 100 people using the proportional random sampling method. Data analysis techniques were performed using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach. Job motivation is able to mediate the relationship between transformational leadership and organizational culture on employee performance partially. The Head of the Secretariat of the KPU of Regency/City in Bali needs to develop a transformational leadership style by providing motivation that inspires subordinates to work better when job motivation increases will be directly proportional to an increase in employee performance. In addition, a strong organizational culture such as information disclosure and participation of all members of the organization in achieving organizational goals can be developed continuously. When job motivation increases, it will encourage employees to improve the quality and timeliness of employees in completing work.

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

scholarly journals THE IMPACT OF LEADERSHIP STYLE AND WORK ENVIRONMENT TO EMPLOYEE’S JOB SATISFACTION WITH ORGANIZATIONAL CULTURE AS MODERATING VARIABLE AT BALAI KESEHATAN PENERBANGAN JAKARTA

2017 ◽  
Vol 8 (1) ◽  
pp. 139
Author(s):  
Kusnendar Sutaryo ◽  
Dedi Purwana
Keyword(s):  
Job Satisfaction ◽  
Organizational Culture ◽  
Work Environment ◽  
Leadership Style ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Strong Relation ◽  
The Impact

The research aims to analyze the impact of leadership style and work environment to employee’s job satisfaction with organizational culture as moderating variable at balai kesehatan penerbangan Jakarta. the research used quantitative method. The data were analyzed using structural equation modeling-partial least square. 84 public services were used as samples, but 78 samples were given questionaire back. The research revealed that: a) leadership style has impact on work environment (0,549); b) leadership style influences significantly to organizational culture (0,454); c) work environment doesnot have impact on organizational culture (0,161); d) organizational culture has strong relation to job satisfaction (0,840); e) leadership style has not effect on job satisfaction (0,038); f) work environment has not influence on job satisfaction (0,037); g) throught organizational culture, leadership style hassignificant effect on job satisfaction (0,660); and h) throught organizational culture, work environment has not siginificant effect on job satisfaction (0,129).

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