Hubungan sumberdaya manusia dan budaya organisasi terhadap kepuasan, loyalitas dan keselamatan penumpang maskapai xyz

Michael, Michael (2017) Hubungan sumberdaya manusia dan budaya organisasi terhadap kepuasan, loyalitas dan keselamatan penumpang maskapai xyz. Masters thesis, Universitas Pelita Harapan.

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Abstract

Competition in the aviation service industry is growing rapidly due to the increasing demands of human mobility and goods. The existence of cheap airlines (Low Cost Carrier) can help and facilitate mobility. And XYZ is one of the airlines that offers flights at cheap rates. The purpose of writing this term paper is to determine whether the human resources in PT. XYZ has a relationship to customer satisfaction, the relationship between customer satisfaction and consumer loyalty, and the relationship of organizational culture in PT. XYZ on consumer safety. The analytical approach using the service marketing mix theory, STP theory, Service Profit Chain theory, Cause-and-effect diagram and Competing Value Framework using OCAI. The results showed that human resources at PT. XYZ has a strong relationship to consumer satisfaction, consumer satisfaction has a weak relationship to consumer loyalty, and organizational culture in PT. XYZ has a strong relationship to consumer safety. / Persaingan dalam industri jasa penerbangan mengalami perkembangan yang cukup pesat dikarenakan tuntutan mobilitas manusia dan barang yang semakin cepat. Adanya maskapai penerbangan yang murah (Low Cost Carrier) dapat membantu dan mempermudah mobilitas. Dan XYZ adalah salah satu maskapai penerbangan yang menawarkan penerbangan dengan tarif yang murah. Tujuan penulisan term paper ini adalah untuk mengetahui apakah sumber daya manusia di PT. XYZ memiliki hubungan terhadap kepuasan konsumen, hubungan antara kepuasan konsumen dan loyalitas konsumen, dan hubungan budaya organisasi di PT. XYZ terhadap keselamatan konsumen. Pendekatan analisis dengan menggunakan teori bauran pemasaran jasa, teori STP, teori Service Profit Chain, Diagram Sebab-Akibat dan juga Competing Value Framework menggunakan OCAI. Hasil analisis menunjukkan bahwa sumber daya manusia di PT. XYZ memiliki hubungan yang cenderung kuat terhadap kepuasan konsumen, kepuasan konsumen memiliki hubungan yang cenderung lemah terhadap loyalitas konsumen, dan budaya organisasi di PT. XYZ memiliki hubungan yang cenderung kuat terhadap keselamatan konsumen.

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