Peran perubahan budaya organisasi di PT Kereta Api Indonesia (persero) tahun 2009 dalam meningkatkan pelayanan terhadap konsumen

Saputro, Ratmoko Eko (2018) Peran perubahan budaya organisasi di PT Kereta Api Indonesia (persero) tahun 2009 dalam meningkatkan pelayanan terhadap konsumen. Masters thesis, Universitas Pelita Harapan.

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Abstract

This termpaper aim is to know and analyze the role of organizational culture changes in PT Kereta Api Indonesia (Persero) in improving services to consumers. Based on that objective, the variables of organizational culture change, performance improvement and services improvement are independent variables. The data used are secondary data obtained from newspaper articles as well as from the company's annual report. The discussion is related to the theory from various sources. From the results of the discussion, it is concluded that with the change of organizational culture conducted by PT Kereta Api Indonesia (Persero) accompanied by changes in organizational structure and leadership can seek to improve employees performance by developing human resources and by making remuneration system so as to increase service to consumers and corporate profits increase. / Termpaper ini bertujuan untuk mengetahui dan menganalisis peran dari perubahan budaya organisasi di PT Kereta Api Indonesia (Persero) dalam meningkatkan pelayanan terhadap konsumen. Atas dasar tujuan tersebut, variabel perubahan budaya organisasi, peningkatan kinerja dan peningkatan pelayanan adalah variabel bebas. Data yang digunakan adalah data sekunder yang didapatkan dari artikel surat kabar maupun dari laporan tahunan perusahaan. Pembahasan yang dilakukan dikaitkan dengan teori dari berbagai sumber. Dari hasil pembahasan tersebut diambil kesimpulan bahwa dengan perubahan budaya organisasi yang dilakukan oleh PT Kereta Api Indonesia (Persero) yang disertai dengan adanya perubahan struktur organisasi dan kepemimpinan dapat mengupayakan peningkatan kinerja pegawai dengan melakukan pengembangan sumber daya manusia maupun dengan pembuatan sistem remunerasi sehingga meningkatkan pelayanan terhadap konsumen dan laba perusahaan meningkat.

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Saputro, Ratmoko EkoNIM00000004177UNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorBernarto, InnocentiusNIDN0320016501UNSPECIFIED
Additional Information: T 19-13 SAP p
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Users 18 not found.
Date Deposited: 20 May 2021 02:20
Last Modified: 28 May 2022 07:44
URI: http://repository.uph.edu/id/eprint/25975

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