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Journal : Academia Open

Discipline and Organizational Culture Drive OTC Service Quality Ilmi, Nur Fadilatul; Suwandi; Hapsari, Ira Maya
Academia Open Vol 10 No 2 (2025): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.10.2025.11797

Abstract

General Background: Service quality in railway transport, especially in hygiene-based roles such as On Train Cleaning (OTC), is crucial to ensuring passenger comfort and satisfaction. Specific Background: PT KAI (Persero) Daop IV Semarang faces persistent challenges in maintaining cleaning standards, potentially rooted in internal workforce dynamics. Knowledge Gap: While prior studies have examined discipline, supervision, and organizational culture individually, their integrated impact on service quality within the railway cleaning context remains underexplored. Aims: This study aims to investigate the simultaneous influence of employee discipline, supervision, and organizational culture on the quality of OTC services. Results: Using a quantitative approach with 160 respondents and multiple linear regression, the study found that discipline (β = 0.234; p = 0.001) and organizational culture (β = 0.215; p = 0.013) significantly affect service quality, while supervision has no significant effect (β = 0.016; p = 0.839). The model explains 17.1% of service quality variance. Novelty: This research integrates three variables within a specialized operational setting—OTC in railway transport—rarely highlighted in previous studies. Implications: The findings suggest PT KAI should prioritize discipline and cultural reinforcement over supervisory interventions to elevate cleaning service standards and improve customer satisfaction.Highlight : Discipline and organizational culture contribute significantly to improving the quality of OTC services. Supervision does not have a significant influence, although it remains important to review. The study highlights the importance of internal factors in supporting train cleaning services. Keywords : Discipline, Supervision, Organizational Culture, Service Quality, OTC
Co-Authors , Arsi Abu Umayah Affandhie, R. Buyung Anugraha Afifi Nudita Agus Tohawi Aisyiah Dwi Puspitasari Ajeng Setyorini Akbar, Yuma Alan Suryatna Alfi, Nurfauzan Alfia Labadjo Ali Mahsun Ali, Indi Aulia Ambarwati Amelia Mega Maharani Aminul Fajri Amirudin Amri, Muliyani Andani, Raudina Amalian Andes Saputri Andi Desfiandi ANDRI KURNIAWAN Andung, Radity Ani Ansari, Yanti Anugrah Sapto Hadi Aprilia Dwi Aisyah Ardhiansyah, Septian Syahnam Aribowo, Pinkan Claudia Arin Arintowati , Dyan Ariyansyah, Riyan Arofah, Farikhatul Arsi, Arsi Arumia Fairuz Husna Asep Kosasih Asep Kurniawan Asphina R. Djano, Nur Asriningrum, Surdiyah Aulia Alfarizi Avicenna, Muhadjir Ayu Lestari Badi’atun Nadhiroh Baihaqi Fanani Bambang Budi Wiyono Bambang Gunawan Bambang Gunawan Basundari, Ananda Putri Indira Batubara, Yusnani Berwantoro, Ramdan Betty Magdalena, Betty Bina, Rasyidin Budiarti, Erika Mei Budiastuti, Endah Chairun Nisa Chandra Irsan Chandra Irsan Cicin Yuningsih Dadang Iskandar Mulyana` Damayanti, Oktarina Dangkeng, Ariyanto Dede Suhendar Desi Eri Kusumaningrum Desilia Purnama Dewi Desthiani, Unik Destiar Fachrurozy Dewi Indriasih Dewi Noviyanti Didi Andrianus Manalu Dien Noviany Rahmatika Diva Roisa Khoirotunnisa Dwi Astuti Dwi Puji Rahayu Dwi Dwi Puji Rahayu, Dwi Puji Dyah Aprillya Pratiwi Dzakia, Salma Fauza Eka Altiarika Eko Wahyudi Eman Sulaiman Eman Sulaiman, Eman Endah Gustami Enjelina Dewita Sari Erika Mei Budiarti Erni Putri Setia Zendrato Eva Gustia Eva Sri Fadila Ratna Amalia Faradila, Afrida Fifin Fariza, Muthia Fatih, Muhammad Al Fatimah , Nurul Fatma Rodiah Fikri Fahrudin Fikria Aulia, Farina Fina Berliana Azkiya Firda Fitrotul Unsa Fitrayani Lasawedi Friti May Sandi Furqani Hamdan, Dian Gandi P Gatot Soegiarto Gita Febriyani Gunistiyo Hadmoko, Wahyu Hahan Aryahiyyah Nabilah Harman Hamidson Harman Hamidson Hatta, Herman Hendriani, Ria Hendryarto, Kristianus Tommy Herlina, Ellin Herman Hidayatul Firdaus, Dwi Iis Khurniati Ilmi, Nur Fadilatul Imam Hanafi Ira Maya Hapsari Irgi Muhamad Irzak Yuliardy Nugroho Ismi Zuliyanti Isram Jajat sudrajat Jaka Waskita Jakaria Jakaria Jaya, Reja Putra JOKO MARIYONO Karim, Amat Karsih Khairi, Halilul Khoiriyah Khusniyati Masykuroh Koimah, Siti Mariyatul Kosasih, Asep Krisdayanti Kurnia Puji Astuti Kurnia, Heri Lailaturrahmi Laksmi Wulandari Lala Dwipa Ananda Lena Marianti Lexy Kareba Lina Suryani Linda Septaria Listina Paulus Lukman Hakim Lutfiya Masruroh, Asmi M. Anissul Fata M. Ed. Mgt M. Ilyas Saputra, Dikdik M. Nopri Ramadani Utama Buhri Mahendra, Prasetya Tri Masiti Maulana, Fachrul Mauziah Rahma Dini Meilia Maharani Meyke Garzia, Meyke Meylan Adam Misbachul Munir MITA RAHMAWATI Moh. Andri Mohammad Rifa'i Mohammad Umar Fakhrudin Mufidah CH Mufidah Ch Muh Ramli Muhadi Muhammad Al Fazri Muhammad Farhan Muhammad Nadzir Mukmin Suprayogi, Mukmin Nabila Pakaya Nadya Ananda Putri Nailatul Azizah Nanda Fatah Abdilah Netha Sasmita Nida Natania Rahma Nifada Pradelia Putri Trissiyan Ningrum, Surdiyah Asri Novaliana, Ika Nugroho, Risky Nur Ain Nur Ainun Nur Asep Saepulloh Nur Faida Nur Soleh Kamalludin Nurcholis Nurdiyana Nurfitriyani, Vivi Nurhayati Nurul Aurila Mafaza Nurul Indrawati Nurwulan Fitriyanti Oktaria Trisna Dewi Olpah, Hermiliani Pajar Supriatna Pranata, Sudadi Pratiwi, Vina Andita Putri Nabila Putri, Mas Fierna Janvierna Lusie Rachmat Adi Chandra Raden Bambang Sumarsono Rahma Purba, Abdur Rahmat Pratama Rahmat Pratama, Rahmat Rahmawati, Citra Ashri Rahmawati, Henita Rahmayanti Rakhmawati Ranny Anggraeni Rahmawardani Rasyidin Rida Raodatul Janah Rida Raodotul Janah RIFKI LUTFANDIKA IRFANDANI Ripi Hamdani Purba Riska Putri Riyadini Riyan Utami Rizki Alviana Rizki, Rd. Riri Rosyid, Nurfaizal Rosyidi, Himawan Sabrienda Najwa A Saepulloh, Nur Asep Sakilla Dewanda Salam, Fitrah Febri Sandra Nufadila Setia Sandra Nufadila Setia Ningsih Sapto Hadi Imambachri Saputra, Alfian Ady Sari, Tiara Sasi Maulina Senowarsito Septapati, Guntur Sharifah Nursyahidah Syed Annuar Shinta Devi Nanda Permadi SHK, Suparman Sindy Sintiya Siti Aisyah Siti Hamidah Siti Karyati Siti Khumaira Siti Lestari Slamet, Fayrus Abadi Sombolinggi, Yeltiani Sonia Fijri Sri Utaminingsih Sri Wiyatiningsih Suharno Suhartono Suhendri SULASTRI Sulis, Sulis Fitria Ningrum Sumarno Suparman Surdiyah Asri Ningrum Tabrani Tajudin Tambengi, Wahyu Tania Melani Putri Tasdiq Teguh Triwiyanto Tommy, Angga Setyadi Tony Seno Aji Tri Mahendra, Prasetya Tririsqi, Desi Turini UPGRIS Semarang Utami, Indi Dwi Utami, Riyadini Riyan Vanny Aulia Vini Nilasari Vinka Rachma Aulia Vio Ananta Viola De Yusa Virgiyanti Warapark Maitreephun Wati Susiawati Widhiyanto Widya Tri Handayani Widya Willy Eka Septian Wiwin Alief Bachtiar Yahya Krisetya Yenni Rohmatun Yenny WURYANDARI Yeyet Daryati Yolan Abe Yudistira Ramlan Yudoprasetyo, Kohar YULIA PUJIASTUTI YULIA PUJIASTUTI Yuni Alawaturrohmah Solihah Yuni Utami YUNITA Yuniwati Yupita Asmul Fauziah Yusa, Viola De Yuyun Tajunnisa Zahra, Nur Amalia Zahroh, Aminatoz Zahwa Nur Syahda Zen Zuriana