TY - JOUR AU - Karimah, Yunia Insanatul PY - 2016/03/01 Y2 - 2024/03/28 TI - Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya) JF - Business and Finance Journal JA - BFJ VL - 1 IS - 1 SE - Articles DO - 10.33086/bfj.v1i1.281 UR - https://journal2.unusa.ac.id/index.php/BFJ/article/view/281 SP - 11-28 AB - <p>The purpose of this research is to find out the influence of leadership competency<br>and organization culture to customer satisfaction either directly or indirectly through<br>responsive behavior employees. This research has three variables namely independent<br>variables (leadership competency and organizational culture), mediating variable (responsive<br>behavior) and dependent variable (customer satisfaction). The population in this<br>research are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office.<br>The technique of data collection is the census method. Data are gathered by questionnaires<br>given to 42 frontliners and customers of PT Garuda Indonesia Surabaya Branch<br>Office. This research used quantitative approach with multiple regression analysis. The<br>result shows that leadership competency, organizational culture and frontliner responsive<br>behavior have significantly influence to customer satisfaction. Responsive behavior does<br>not mediate the influence of leadership competency and organizational culture to customer<br>satisfaction.</p> ER -