Pengaruh Organizational Commitment terhadap Service Quality pada Banking Call Centres

Authors

Sri Vandayuli Riorini
Satriani Yuniasri

Synopsis

The objective of this research is to identify and to analyze the influence of organizational commitment towards service quality. Research design used in this research is Testing Hypothesis. Data collection method is gathered by using questionnaires. Respondents participated were customer contact employees at one particular private bank. To analyze the influece of organizational commitment towards service quality, there are two testing instruments used, namely: Validity Test and Reliability Test. Apart from that, Hypothesis Test with data calculative analysis method of single regression. From the result of this research, it can be concluded that affective commitment has die most significant effect towards service
quality.
Keywords: Affective commitment, continuance commitment, normative commitment, organizational commitment, service quality

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Published
October 31, 2019
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