PENGARUH EFEKTIVITAS KOMUNIKASI DIGITAL TERHADAP KUALITAS PELAYANAN STAF MELALUI MEDIASI EMPLOYEE ENGAGEMENT: STUDI PADA STAF UNIVERSITAS KRISTEN INDONESIA

Sakal Tua Muda Nababan, . (2026) PENGARUH EFEKTIVITAS KOMUNIKASI DIGITAL TERHADAP KUALITAS PELAYANAN STAF MELALUI MEDIASI EMPLOYEE ENGAGEMENT: STUDI PADA STAF UNIVERSITAS KRISTEN INDONESIA. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to analyze the effect of digital communication effectiveness on staff service quality with employee engagement as a mediating variable among staff at the Indonesian Christian University (UIK). This study uses Media Synchronicity Theory to explain that digital media's ability to support information delivery (conveyance) and the formation of a common understanding (convergence) can improve coordination, staff engagement, and service quality. The background of the study is based on the increasing need for fast, clear, accurate, and responsive higher education services, while organizational digital communication practices still face obstacles such as piled-up messages, inconsistent responses, and uncertainty about service follow-up times. The study uses a quantitative explanatory approach with a survey method. Data were collected through a Likertscale questionnaire to 241 permanent staff at the Indonesian Christian University selected using a simple random sampling technique. Data analysis was carried out using covariance-based Structural Equation Modeling with the help of AMOS, including testing validity, reliability, goodness of fit, direct effects, and mediation through bootstrapping. The results show that digital communication effectiveness has a positive and significant effect on service quality and employee engagement. Furthermore, employee engagement has a positive and significant effect on service quality. The results of the mediation test indicate that employee engagement mediates the effect of digital communication effectiveness on staff service quality. This finding supports Media Synchronicity Theory by demonstrating that digital media that facilitates information exchange and the formation of shared understanding can increase staff engagement and service quality. Therefore, improving service quality needs to be achieved by strengthening digital communication governance while simultaneously increasing staff work engagement.

Item Type: Thesis (Tesis)
Additional Information: [No. Panggil: 2410422033] [Pembimbing: Drina Intyaswati] [Penguji 1: Rini Riyantini] [Penguji 2: Damayanti]
Uncontrolled Keywords: komunikasi digital, kualitas pelayanan, employee engagement, SEM, Universitas Kristen Indonesia.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S2)
Depositing User: SAKAL TUA MUDA NABABAN
Date Deposited: 09 Sep 2026 02:11
Last Modified: 09 Sep 2026 02:11
URI: http://repository.upnvj.ac.id/id/eprint/54292

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