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Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya)

Business and Finance Journal

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Title Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya)
 
Creator Karimah, Yunia Insanatul
 
Subject Leadership competency
organizational culture
responsive behavior
customer satisfaction
 
Description The purpose of this research is to find out the influence of leadership competencyand organization culture to customer satisfaction either directly or indirectly throughresponsive behavior employees. This research has three variables namely independentvariables (leadership competency and organizational culture), mediating variable (responsivebehavior) and dependent variable (customer satisfaction). The population in thisresearch are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office.The technique of data collection is the census method. Data are gathered by questionnairesgiven to 42 frontliners and customers of PT Garuda Indonesia Surabaya BranchOffice. This research used quantitative approach with multiple regression analysis. Theresult shows that leadership competency, organizational culture and frontliner responsivebehavior have significantly influence to customer satisfaction. Responsive behavior doesnot mediate the influence of leadership competency and organizational culture to customersatisfaction.
 
Publisher UNUSA Press
 
Date 2016-03-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/BFJ/article/view/281
10.33086/bfj.v1i1.281
 
Source Business and Finance Journal; Vol. 1 No. 1 (2016): March; 11-28
Jurnal Bisnis dan Keuangan; Vol 1 No 1 (2016): March; 11-28
2477-393X
2527-4872
10.33086/bfj.v1i1
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/BFJ/article/view/281/249
 
Rights Copyright (c) 2016 Yunia Insanatul Karimah
https://creativecommons.org/licenses/by-sa/4.0