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 |
| _version_ | 1797963796069744640 |
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| author | Evan Nugraha Rini Mulyani Sari Sutarman Arif Yunan Asep Kurniawan |
| author_facet | Evan Nugraha Rini Mulyani Sari Sutarman Arif Yunan Asep Kurniawan |
| author_sort | Evan Nugraha |
| collection | DOAJ |
| description | 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). |
| first_indexed | 2024-04-11T01:34:59Z |
| format | Article |
| id | doaj.art-9ae9db20185840a8bd81eb79d1245b05 |
| institution | Directory Open Access Journal |
| issn | 2086-9614 2087-2100 |
| language | English |
| last_indexed | 2024-04-11T01:34:59Z |
| publishDate | 2022-10-01 |
| publisher | Universitas Indonesia |
| record_format | Article |
| series | International Journal of Technology |
| spelling | doaj.art-9ae9db20185840a8bd81eb79d1245b052023-01-03T09:09:53ZengUniversitas IndonesiaInternational Journal of Technology2086-96142087-21002022-10-0113482783610.14716/ijtech.v13i4.38093809The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer SatisfactionEvan Nugraha0Rini Mulyani Sari1Sutarman2Arif Yunan3Asep Kurniawan4Industrial Engineering, Muhammadiyah Bandung University, Soekarno-Hatta No.752, Cipadung Kidul, Panyileukan, Bandung City, West Java 40614, IndonesiaManagement, Jenderal Achmad Yani University, Terusan Jenderal Sudirman, Cibeber, South Cimahi., Cimahi, City, West Java 40531, IndonesiaIndustrial Engineering, Pasundan University, Dr. Setiabudi No.193, Gegerkalong,. Sukasari, Bandung City, West Java 40153, IndonesiaIndustrial Engineering, Muhammadiyah Bandung University, Soekarno-Hatta No.752, Cipadung Kidul, Panyileukan, Bandung City, West Java 40614, IndonesiaManagement, Jenderal Achmad Yani University, Terusan Jenderal Sudirman, Cibeber, South Cimahi., Cimahi City, West Java 40531, IndonesiaThe 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).https://ijtech.eng.ui.ac.id/article/view/3809explanatory research methodquantitative methodservice quality |
| spellingShingle | Evan Nugraha Rini Mulyani Sari Sutarman Arif Yunan Asep Kurniawan The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction International Journal of Technology explanatory research method quantitative method service quality |
| title | The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction |
| title_full | The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction |
| title_fullStr | The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction |
| title_full_unstemmed | The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction |
| title_short | The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction |
| title_sort | effect of information technology competence and commitment to service quality and implication on customer satisfaction |
| topic | explanatory research method quantitative method service quality |
| url | https://ijtech.eng.ui.ac.id/article/view/3809 |
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