Excellent Service and Utilization of Information Technology on Stakeholder Satisfaction and Organizational Performance

Abstract

The purpose of this study was to analyze the influence of excellent service by utilizing information technology on the satisfaction of stakeholders, which has an impact on organizational performance. This study was descriptive with a quantitative approach. There were two types of variables in this study: the independent and dependent variables. To analyze the data in this study, the Statistical Program for Social Science (SPSS) was used. From the proposed model, excellent service by utilizing information technology positively and significantly affected stakeholder satisfaction. Furthermore, stakeholder satisfaction also had a positive and significant effect on organizational performance. Then from the study's final results, it could be concluded that there was a significant influence between the causal relationship of excellent service by utilizing information technology on organizational performance through stakeholder satisfaction. The novelty of this research is that apart from excellent service, there is also a positive influence on the use of technology on stakeholder satisfaction and organizational performance. This could be a consideration for every information technology user and organization by utilizing it as much as possible in increasing competitiveness.