The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction
The use of information technology to support the various needs and development of organizations, individuals, and companies will undoubtedly bring something positive. With the assistance of information technology, the company's performance will be excellent. Moreover, the excellent performa...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Indonesia
2022-10-01
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| Series: | International Journal of Technology |
| Subjects: | |
| Online Access: | https://ijtech.eng.ui.ac.id/article/view/3809 |
| Summary: | The use of information technology to
support the various needs and development of organizations, individuals, and
companies will undoubtedly bring something positive. With the assistance of
information technology, the company's performance will be excellent. Moreover,
the excellent performance also necessitates organizational commitment. A strong commitment will enhance the quality
of the company's products or services. Hence, improving service quality is the
first step toward increasing customer satisfaction. Based on this phenomenon,
the independent variables in this study are information technology, competence,
and commitment, with service quality representing an independent variable and
customer satisfaction representing an intervening variable. The object
study of this research is permanent employees at PT. ADM in Tasikmalaya. This
research uses quantitative with explanatory research methods. According to the
results of a study, information technology (X1), competence (X2), and
commitment (X3) all have a significant effect on service quality (Y) and its
implications for customer satisfaction (Z). |
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| ISSN: | 2086-9614 2087-2100 |