Bawono, Marastika Wicaksono Aji and Soetomo, Moh. A. Amin and Mashudi, Mulya R. (2021) Analysis of the Correlation Implementation of COBIT 2019, ITIL V3 AND ISO 27002 TO ISO 10002 Customer Satisfaction (Case Study: PT. XYZ). Masters thesis, Swiss German University.

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Abstract

This study aims to determine and provide information about analysis of the correlation of implementing COBIT 2019, ITIL V3, and ISO 27002 on ISO 10002 for customer satisfaction. This study uses a quantitative method with a causal associative approach. The results show that the correlation ISO 27002 (12.1 operational procedures and responsibilities) (X3) on ISO 10002 (4.14 Competence) for customer satisfaction (X4) is greater than the other effects (t count is 5.733 > 1.984 (α = 0.05) and a P-Value of 0.000 < α = 0.05). The coefficient of determination is obtained from the R square value of 0.366 or 36.6%. based on the research findings above, it can be concluded that, to improve the ISO 10002 (4.14 Competence) on customer Satisfaction (X4) indicators, the COBIT 2019 (DSS01.01 Perform operational procedures) (X1), ITIL V3 service operation (4.1 event management) (X2), and ISO 27002(12.1 operational procedures and responsibilities) (X3) need to be improved as well.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	ISO 27002, COBIT 2019, ITIL V3, ISO 10002, Customer Satisfaction
Subjects:	H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction Q Science > QA Mathematics > QA76 Computer software > QA76.75 COBIT (Information technology management standard) T Technology > T Technology (General) > T58.5 Information technology
Divisions:	Faculty of Engineering and Information Technology > Department of Information Technology
Depositing User:	Faisal Ifzaldi
Date Deposited:	06 Jan 2022 04:38
Last Modified:	06 Jan 2022 04:38
URI:	http://repository.sgu.ac.id/id/eprint/2293

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