PENGARUH DIAGNOSTIC CONTROL SYSTEM TERHADAP CUSTOMER-ORIENTED MEASURES MELALUI EMPLOYEE-ORIENTED MEASURES SEBAGAI VARIABEL INTERVENING

Yohanes Rudolf Benu(1*), Saarce Elsye Hatane(2),


(1) Universitas Kristen Petra
(2) Universitas Kristen Petra
(*) Corresponding Author

Abstract


The purpose of this study is to determine the impact of diagnostic control system on customer-oriented measures towards employee-oriented measures as an intervening variable. The population used in this study are 31 public companies which operated in Surabaya, with a sample size of 104. The analysis technique used in this study is a partial least square. The result of the study shows that the diagnostic control system has a significant positive effect on employee-oriented measures, employee-oriented measures has a significant positive effect on customer-oriented measures, and diagnostic control system has a positive significant effect on customer-oriented measures.


Keywords


Diagnostic control sistem, employee-oriented measures, customer-oriented measures

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