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

Abstract

The purpose of this research is to find out the influence of leadership competency
and organization culture to customer satisfaction either directly or indirectly through
responsive behavior employees. This research has three variables namely independent
variables (leadership competency and organizational culture), mediating variable (responsive
behavior) and dependent variable (customer satisfaction). The population in this
research are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office.
The technique of data collection is the census method. Data are gathered by questionnaires
given to 42 frontliners and customers of PT Garuda Indonesia Surabaya Branch
Office. This research used quantitative approach with multiple regression analysis. The
result shows that leadership competency, organizational culture and frontliner responsive
behavior have significantly influence to customer satisfaction. Responsive behavior does
not mediate the influence of leadership competency and organizational culture to customer
satisfaction.