INOVASI LAYANAN SEBAGAI VARIABEL PEMEDIASI HUBUNGAN ANTARA BUDAYA LAYANAN DAN KINERJA ORGANISASI

Abstract

Nowadays, public sector organizations have been exposed with tremendous pressure to
adapt to significant change from the external environment (Valle, 1999). The dynamism
of public service needs that are getting better is a demand and necessity at this time,
because of technological developments, consumer preferences, fast service, transparent
and simple bureaucratic systems, and good service governance are demands for the
public as end consumers. Problems related to the complicated bureaucracy in public
sector organizations will be overcome if the organization has a good service culture.
The attitude and behavior of employees is a reflection of the service culture instilled by
the organization. A good service culture will support service innovation by employees
which in turn impacts on organizational performance. Therefore, service culture is
believed to have a significant effect on shaping employee service performance in
Indonesian public agencies.
This study is a quantitative descriptive study that aims to confirm the relationship
between variables in empirical research for the reliability testing of a theory. This study
will only be conducted at one specific time which will show a phenomenon to answer the
research questions to be studied, so that it uses a cross sectional research design.
Respondent samples used in this study were 250 respondents. To answer the research
objectives, researchers used Structural Equation Modeling as a data analysis tool. Data
analysis was performed using PLS Graph 3.0. The results of the study found that one of
the three hypotheses proposed proved significant in this study. The hypothesis that
proved significant was the effect of service innovation on organizational performance,
while the influence of service culture on service innovation and organizational
performance was not proven in this study.