PENGARUH BUDAYA ORGANISASI DAN KOMITMEN ORGANISASIONAL TERHADAP KUALITAS PELAYANAN PEGAWAI HOTEL BERBINTANG EMPAT DI KOTA BANDUNG (Survei terhadap Pegawai Customer Services)
ABSTRACT: This study
aims to analyze
the influence of
organizational culture and
organizational commitment to the employees services quality of four star
hotels at Bandung City. This research
used descriptive and
explanatory survey method.
Population of this
study is employee of four star
hotels at Bandung City. Based on calculations using formulas samples from
Slovin, obtained the unit analysis of this research is 170 samples and are
distributed proportionally. The sampling technique used is simple random
sampling (SRS). Research using a questionnaire instrument. Techniques of data
analysis using path analysis with SPSS 20.00.
Based on these results, it can be concluded that organizational culture
has a positive and significant
impact to the
employees services quality;
organizational commitment has a positive
and significant impact to the employees services quality; also organizational
culture and organizational commitment has a positive and significant impact to
the employees services quality.
This study suggests
stability as an
indicator of organizational culture;
normative commitment as an indicator of organizational commitment and
empathy as an indicator of employees services quality to be more optimized in
order to improve employees service quality of four star hotels at Bandung
City.
Penulis: Rismi Somad
Kode Jurnal: jpmanajemendd130507
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