PENGARUH KEPUASAN KERJA, KOMITMEN, DUKUNGAN ORGANISASI TERHADAP ORIENTASI PELANGGAN (Studi Kasus Pada PT.Telkom Area Bandung)

Tatiyani, Lilik (2004) PENGARUH KEPUASAN KERJA, KOMITMEN, DUKUNGAN ORGANISASI TERHADAP ORIENTASI PELANGGAN (Studi Kasus Pada PT.Telkom Area Bandung). Masters thesis, program Pascasarjana Universitas Diponegoro.

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Abstract

Job satisfaction, organizational support and commitment are important things necessary • for employees in every company. Company having employees with a high job satisfaction is including with the organizational support and commitment will influence customer orientation. There by company has human recources able to be used better. Factors are influencing the customer orientation there are job satisfaction, commitmen, organizational support. As for early from decrease of labor capacity, a number of complain, atmosphere work less harmonious. Company can expect job satisfaction, commitment, organizational support, if mount of labor capacity, downhill at complain, so company will get a better job atmosphere. Book study used to know the above mentioned factors based on at Kelley (1990) laying open that like job satisfaction can improve attitude orient customer, While Susskind at el. (2000) having a notion that, commitment variable and organizational support can be used to increse customer orient. So it is can be said that by variable to job satisfaction, commitment, variable of organizational support there is able to have an positive effect to customer orientation. This research studies the influences of job satisfaction variable, commitment, organizational support to customer orientation in employees of PT. TELKOM Area of Bandung. This research is done by propagating questioner to 196 responders, what return counted 101 responders, Intake sample done by using method of proportional random sampling, amount of taken sample at this research is counted 66 employees people facing direct with customer. Data analysis done by using technique of multiple regression. The result of this research indicate that job satisfaction have positive influence which is significant to customer orientation. Commitment and organizational support have positive influence which is significant to customer orientation. Variables at research owning lowest mean score is commitment, thereore management have to pay attention the problem of job procedure, and reward of outsourcing representing factor which is perception not yet gratified employees.

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Postgraduate Program > Master Program in Management
ID Code:10171
Deposited By:Mr UPT Perpus 2
Deposited On:06 May 2010 09:35
Last Modified:06 May 2010 09:35

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