Influence of Organizational Culture and Organizational Communication on Internal Service Quality Mediated by Teamwork

Abstract

This study aims to examine and analyze teamwork as a mediator of organizational culture and organizational communication on internal service quality at PT. Astra International Tbk – Daihatsu DKI2 region. Factors that influence organizational culture and organizational communication as independent variables. Teamwork as a mediating variable and internal service quality as a dependent variable. The population of this study is Daihatsu’s employees who are in the DKI2 region, with a total sample of 150 people who will be taken using a questionnaire instrument. The data analysis method uses Structural Equation Model-Partial Least Square (SEM-PLS) which is processed using Smart-PLS software. The result of the study show that there is a positive and significant influence between the independent variables namely organizational culture and organizational communication on the dependent variable internal service quality. Teamwork as an intervening variable is able to mediate the independent variable on the dependent variable.