An Investigation on the Effect of Organizational Culture on External Customer Satisfaction Orientation by Involving Internal Customer Orientation and Internal Service Quality as Mediating Variables

Zaroug, Yousef Ali M. (2020) An Investigation on the Effect of Organizational Culture on External Customer Satisfaction Orientation by Involving Internal Customer Orientation and Internal Service Quality as Mediating Variables. Doctor thesis, Universitas Brawijaya.

Abstract

Tujuan: Penelitian ini bertujuan untuk meneliti pengaruh kultur organisasi sebuah institusi terhadap orientasi internal konsumen dan kualitas layanan internal yang diberikan oleh institusi. Selain itu, penelitian ini juga bertujuan untuk meneliti apakah kedua variabel mediasi tersebut berpengaruh terhadap hubungan antara kultur organisasi dan kebijakan organisasi dalam melaksanakan orientasi kepuasan eksternal konsumen. Desain Penelitian/ Metodologi/ Pendekatan: Penelitian ini menggunakan data yang diperoleh dari 115 responden yang tersebar di 23 institusi hotel di Libya dengan menggunakan kuesioner yang didesain khusus untuk penelitian ini. Model Equasi Terstruktur digunakan dalam penelitian ini karena dianggap sebagai model yang sesuai untuk mengumpulkan dan menganalisa data menggunakan Smart PLS. Temuan: Hasil penelitian ini menunjukkan bahwa kultur organisasi memiliki hubungan langsung terhadap orientasi kepuasan eksternal konsumen. Selain itu, hasil penelitian ini juga menunjukkan adanya pengaruh tidak langsung dari kultur organisasi tergadap kualitas layanan internal pada sector hotel di Libya.

English Abstract

Purpose: This study aimed at investigating the effect of an institution’s organizational culture on the internal customer orientation and internal service quality provided by the institution. Moreover, it also tried to investigate whether the two mediating variables affect the relationship between organizational culture and organization’s policies in implementing external customer satisfaction orientation. Design/methodology/approach: This study involves data obtained from 115 respondents spread over 23 hotel institutions in Libya using a questionnaire developed for this purpose. The structural equation modeling (SEM) was used as a suitable method to collect and analyze data through Smart PLS. Findings: The results of this study showed that organizational culture has a direct effect on external customer satisfaction orientation. Moreover, the results inform that there is indirect effect of organizational culture on external customer satisfaction orientation through internal customer orientation and internal service quality in the hospitality sector in Libya.

Other obstract

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Item Type:	Thesis (Doctor)
Identification Number:	0620020006
Uncontrolled Keywords:	Kultur Organisasi, Orientasi Internal Konsumen, Kualitas Layanan Internal dan Orientasi Kepuasan Eksternal Konsumen. Organizational Culture, Internal Customer Orientation, Internal Service Quality, and External Customer Satisfaction Orientation.
Subjects:	600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management
Divisions:	S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User:	Nur Cholis
Date Deposited:	13 Feb 2021 08:19
Last Modified:	08 Oct 2024 07:15
URI:	http://repository.ub.ac.id/id/eprint/182877

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