• Bagikan:
• 
• 
• 
• 
• 
• 
• 

Text  

Hubungan Kepemimpinan Transaksional dan Transformasional dengan Komitmen Organisasional dalam Menciptakan Kepuasan Kerja dan Kualitas Pelayanan Karyawan Gugus Depan serta Pengaruhnya terhadap Kepuasan dan Loyalitas Pelanggan Domestik

---

• Ketersediaan
• Informasi Detil
• Deskripsi
• Versi lain/terkait
• Komentar

• Code	CallNo	Lokasi	Ketersediaan
  D937	D937	Perpustakaan Sekolah Pascasarjana	Tersedia

• Perpustakaan	Sekolah Pascasarjana
  Judul Seri	-
  No. Panggil	D937
  Penerbit	: Bandung., 2005
  Deskripsi Fisik	-
  Bahasa	Indonesia
  ISBN/ISSN	-
  Klasifikasi	NONE
  Tipe Isi	-
  Tipe Media	-
  Tipe Pembawa	-
  Edisi	-
  Subyek	Hubungan Kepemimpinan
  Info Detil Spesifik	-
  Pernyataan Tanggungjawab	Mohamad Rizan

• Abstrak : Secara garis besar tujuan penelitian ini adalah : 1) menganalisis kepemimpinan transaksional dan transformasional, komitmen organisasional, kepuasan kerja, kualitas pelayanan, kepuasan dan loyalitas pelanggan, serta implikasinya bagi daya saing industri, (2) menguji hipotesis terhadap hubungan kepemimpinan transaksional dan transformasional dengan komitmen organisasional dalam menciptakan kepuasan kerja dan kualitas pelayanan, serta pengaruhnya terhadap kepuasan dan loyalitas pelanggan, (3) memprediksi daya saing dan prospek industri jasa penerbangan domestik komersial reguler di Indonesia dalam mengantisipasi open sky policy mendatang. Unit analisis adalah 160 Branch Offices/General Sales Agent (GSA) di 28 kota tujuan domestik industri jasa penerbangan komersial reguler yang operation center di Bandara Soekarno-Hatta. Unit observasi adalah 1920 responden, yang terdiri dari 960 karyawan gugus depan dan 960 pelanggan. Rancangan penelitian ex post facto, jenis deskriptif, verifikatif dan prediktif, serta metode peenlitian adalah explanatory survey. Hasil analisis deskriptif menunjukan : a). Kepemimpinan transaksional lebih dominan dibandingkan kepemimpinan transformasional; b). Komitmen organisasional lemah pada aspek continuance commitment; c) Kepuasan Kerja lemah pada aspek compensation and recognation; d) Kualitas pelayanan (72,11%); e) Kepuasan pelanggan (69,67%); dan f) Loyalitas pelanggan lebih di dominasi oleh functional benefit dibandingkan emotional benefit. Hasil pengujian hipotesis menunjukan; 1) Hubungan kepemimpinan transaksional (0,7164) dengan komitmen organisasional lebih dominan dibandingkan dengan kepemimpinan transformasional (0,2815); 2) Pengaruh kepemimpinan transaksional dan kepemimpinan transformasional serta komitmen organisasional terhadap kepuasan kerja sebesar 61,74%; 3) Pengaruh kepemimpinan transaksional dan kepemimpinan transformasional serta komitmen organisasional terhadap kualitas pelayanan sebesar 71,10%; 4) Pengaruh kepemimpinan transaksional dan kepemimpinan transformasional terhadap kepuasan kerja dan kepuasan pelanggan sebesar 52,89%; 5) Pengaruh kualitas pelayanan dan kepuasan pelangan terhadap loyalitas pelanggan sebesar 81,15%. Hasil analisis prediction on competitive advantage and prospect of airlines industry menunjukan bahwa : 1) Aspek human resource menunjukan daya saing yang baik; 2) Aspek organizational resource menunjukan daya saing yang baik pada indikator product, price, place, promotion and operation; sedangkan financial dan marketing information system merupakan kelemahan yang harus segera dibenahi; 3) Aspek physical resource menunjukan bahwa indikator airport & supporting facilities telah memenuhi international standard, akan tetapi untuk mengantisipasi pertumbuhan jumlah penumpang sebagai dampak dari low fare,dan mengantisipasi open sky policy perlu dilakukan perpanjangan runway, perluasan apron, dan peningkatan kapasitas boarding lounge bandara pada rute padat di Indonesia; 4) Aspek riel & potential market menunjukan prospek pasar yang menguntungkan pada rute domestik, regional dan international; dan 5) Uncontrollable factors; bad weather dan terorisme merupakan fixed threats bagi keselamatan penerbangan. Generally, the purpose of the research are : 1) Analyzing transactional and transformational leadership, organizational commitment, job satisfaction, service quality, customer satisfaction and loyalty, and its implication on competitive advantage of industry, 2) Testing hypothesis on relationship between transactional and transformational leadership with organizational commitment on creating job satisfaction and service quality and its influence towards domestic customer satisfaction and loyalty, 3) Predicting competitive advantage and prospects of regular commercial airlines industry in Indonesia for anticipating further open sky policy. Unit of analysis are 160 Branch Offices/General Sales Agent (GSA) at 28 domestic destination cities of regular commercial airlines industry which operation center at Soekarno Hatta Airport. Observation unit are 1920 respondent, consist of 960 frontliners employee and 960 customer. Design of research is ex post facto, type of research are descriptive, hypothesis testing and predictive, and method of research is explanatory survey. Results of descriptive analysis are : a) transactional leadership is more dominant than transformational leadership; b) organizational commitment has weak aspect at continuance commitment; c) job satisfaction has weak aspects at compensation and recognition; d) service quality (72,11%); e) customer satisfaction (69,67%); and f) customer loyalty is more dominated by functional benefit than emotional benefit. Results of hypothesis testing are : 1) The relationship between transactional leadership (0,7164) with organizational commitment are more dominant than transformational leadership (0,2815); 2) The influence of transactional and transformational leadership, and organizational commitment towards job satisfaction are 61,74%; 3) The influence of transactional and transformational leadership and organizational commitment towards service quality are 71,10%; 4) The influence of transactional and transformational leadership towards job satisfaction and customer satisfaction are 52,89%; and 5) The influence of service quality and customer satisfaction towards customer loyalty are 81,15%.. The results of prediction on competitive advantage and prospect of airlines industry are : 1) Human resource aspect has good competitive advantage; 2) Organizational aspect has good competitive advantage on product, price, place, promotion and operation; while financial and marketing information system are weak aspect of competitive advantage which have to be improved as soon as possible; 3) Physical resource aspect indicate that airport & supporting facilities has fulfilled international standard. Airport capacity and facility in Indonesia have to be increased for anticipating the effect of low fare and preparing growth of passenger and open sky policy (length of runway, width of apron, and economy boarding lounge); 4) Real & potential market aspect indicate that profitable market at domestic, regional and international routes; and 5) Uncontrollable factor indicate that bad weather and terrorism are fixed threats of flight safety. Suteki-Tech.Com | Email Us | ©2004-Present Suteki Global Informatika

• Tidak tersedia versi lain

• Silakan login dahulu untuk melihat atau memberi komentar.