Bana', Arina Fatimatu (2025) The influence of organizational communication satisfaction on internal service quality in pt semen indonesia logistik / Arina Fatimatu Bana'. Diploma thesis, Universitas Negeri Malang.
Full text not available from this repository.Abstract
p Organizational communication satisfaction is an important factor in supporting internal service quality within a company especially in the logistics sector which involves complex coordination between departments.This study aims to determine the influence of organizational communication satisfaction on internal service quality in PT Semen Indonesia Logistik. The approach used was quantitative inferential with survey research through the distribution of questionnaires to 100 respondents selected using accidental sampling techniques. Organizational communication satisfaction was measured using the Communication Satisfaction Questionnaire (CSQ) instrument and internal service quality was measured using the Internal Service Quality Scale (INTQUAL). The measurement instruments for both variables have been tested for validity and reliability. Data analysis was performed using descriptive statistics and simple linear regression. The results show that organizational communication has a positive and significant effect on internal service quality with a significance value of 0.000 and a coefficient of determination of 48%. Further analysis shows that the dimension of media quality is the most dominant dimension in influencing internal service quality. These findings provide a strategic overview for companies in strengthening communication systems that create organizational communication satisfaction in order to improve the quality of internal service between departments. /p
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | B Philosophy. Psychology. Religion > BF Psychology |
| Divisions: | Fakultas Psikologi (FPsi) > Departemen Psikologi (PSi) > S1 Psikologi |
| Depositing User: | library UM |
| Date Deposited: | 19 Sep 2025 04:29 |
| Last Modified: | 02 Apr 2026 04:10 |
| URI: | http://repository.um.ac.id/id/eprint/427607 |
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