Peran budaya organisasi terhadap kinerja pengemudi taksi dalam mempertahankan loyalitas pelanggan: studi kasus pada PT Blue Bird

Pratama, Yudi (2018) Peran budaya organisasi terhadap kinerja pengemudi taksi dalam mempertahankan loyalitas pelanggan: studi kasus pada PT Blue Bird. Masters thesis, Universitas Pelita Harapan.

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Abstract

The competition of transportation services, in this case is taxi increasingly tight because of the emergence of taxis - taxis online lately. Blue Bird is the leader in the taxi company. Blue Bird as the market leader is certainly challenged to maintain their customer loyalty. This termpaper aims to determine the role of organizational culture on the performance of the driver in maintaining customer loyalty Blue Bird Taxi. The analytical approach uses theories organizational culture and customer loyalty. The results of this thermpaper analysis show that organizational culture has a role to the driver's performance in maintaining customer loyalty. / Persaingan jasa transportasi darat yang dalam hal ini adalah taksi semakin ketat dikarenakan bermunculannya taksi – taksi online belakangan ini. Blue Bird adalah makrket leader di dalam perusahaan taksi. Blue Bird sebagai pemimpin pasar tentunya mendapat tantangan untuk mempertahankan loyalitas pelanggan mereka. Termpaper ini bertujuan untuk mengetahui peran budaya organisasi terhadap kinerja supir dalam mempertahankan loyalitas pelanggan Taksi Blue Bird. Pendekatan analisis menggunakan teori- teori budaya organisasi dan loyalitas pelanggan. Hasil analisis pada termpaper ini menunjukkan bahwa budaya organisasi memiliki peranan terhadap kinerja supir dalam mempertahankan loyalitas pelanggannya.

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