How to Improve Organizational Performance with Digital Transformation as an Intervening Variable? (Study in Indonesian Customs)

Muhamad Farid Mahmud, Bambang Purwoko, Zulkifli, Ahmad Hidayat Sutawidjaya


The process of gradually transforming public services has taken place recently to boost organizational performance. However, in the transformation process, still performances need to be improved, both in terms of achieving performance targets, stakeholders’ satisfaction and service efficiency. Several studies have concluded that organizational performance is influenced by culture, work patterns and stakeholder engagement. This research paper examines and to broaden our understanding of the impact of adaptive culture, stakeholder engagement and adaptive work patterns in driving the transformation of public services in the customs environment to improve organizational performance, as well as to develop cultural programs and work patterns that are appropriate to be used as strategies to improve performance during the digital transformation process. This study uses a mix method approach, a quantitative method to test hypotheses, with respondents representing the entire Indonesian Customs and Excise area. Then followed by a qualitative approach with observations and interviews to deepen and confirm the impact of these variables. All variables show a positive influence on driving performance.


Keywords: adaptive culture, adaptive work patterns, customs service, digital transformation, organizational performance.




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