Keselarasan Strategis TI, Manajemen Risiko TI, Dan Manajemen Sumber Daya TI Terhadap Kinerja Operasional Melalui Kualitas Layanan TI

Wulan Herawati Arief; Wendi Usino

doi:10.55606/makreju.v4i3.4462

Authors

Wulan Herawati Arief Universitas Budi Luhur
Wendi Usino Universitas Budi Luhur

DOI:

https://doi.org/10.55606/makreju.v4i3.4462

Keywords:

Information Technology Risk Management, Information Technology Service Quality, Information Technology Strategic Alignment, IT Resource Management, Operational Performance

Abstract

Digital dependence in laboratory and clinical operations requires information technology (IT) services that are aligned with operational needs, resilient to risk, and supported by resources. This study examines the effects of strategic IT alignment, IT risk management, and IT resource management on operational performance through IT service quality in a laboratory and clinic organization. A quantitative explanatory design was employed using a census survey of 123 employees who use or interact with IT services. Data were analyzed with partial least squares structural equation modeling. Strategic IT alignment and IT risk management had positive and significant effects on IT service quality, whereas IT resource management did not have a significant effect. IT service quality strongly improved operational performance. The mediation analysis confirmed that IT service quality mediated the effects of strategic IT alignment and IT risk management on operational performance, but did not mediate the effect of IT resource management. The findings indicate that operational gains depend less on the mere availability of IT resources and more on the organization’s ability to translate strategic alignment and risk controls into reliable, responsive, secure, and user-relevant IT services. The study contributes evidence from the underexamined context of laboratory and clinical service organizations.

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