The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction

Abstract

The use of information technology to support the various needs and development of organizations, individuals, and companies will undoubtedly bring something positive. With the assistance of information technology, the company's performance will be excellent. Moreover, the excellent performance also necessitates organizational commitment. A strong commitment will enhance the quality of the company's products or services. Hence, improving service quality is the first step toward increasing customer satisfaction. Based on this phenomenon, the independent variables in this study are information technology, competence, and commitment, with service quality representing an independent variable and customer satisfaction representing an intervening variable. The object study of this research is permanent employees at PT. ADM in Tasikmalaya. This research uses quantitative with explanatory research methods. According to the results of a study, information technology (X1), competence (X2), and commitment (X3) all have a significant effect on service quality (Y) and its implications for customer satisfaction (Z).

Keywords

• explanatory research method
• quantitative method
• service quality