PENGARUH EMPLOYEE ENGAGEMENT, CUSTOMER SATISFACTION DAN COMPETITIVE ADVANTAGE TERHADAP FINANCIAL PERFORMANCE (STUDI KASUS PT ANGKASA PURA I (PERSERO) KANTOR PUSAT JAKARTA)

PRATAMA, ALFIAN (2019) PENGARUH EMPLOYEE ENGAGEMENT, CUSTOMER SATISFACTION DAN COMPETITIVE ADVANTAGE TERHADAP FINANCIAL PERFORMANCE (STUDI KASUS PT ANGKASA PURA I (PERSERO) KANTOR PUSAT JAKARTA). S2 thesis, Universitas Negeri Jakarta.

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Abstract

This study aims to examine the effect of employee engagement, customer satisfaction and competitive advantage on financial performance of PT. Angkasa Pura 1 (Persero) as one of the airport management services companies in Indonesia. This research method uses quantitative and explanatory designs by distributing questionnaires to 74 respondents who are middle level management, such as Manager, Senior Manager and Vice President of PT. Angkasa Pura 1 (Persero) Jakarta Head Office. Data from the questionnaire was analyzed descriptively to describe the characteristics of respondents and quantitatively using Structural Equation Modeling (SEM) analysis with Partial Least Square (PLS) programs to explain the relationships between research constructs. Based on the results of SEM analysis that employee engagement and customer satisfaction directly have a positive and significant effect on competitive advantage. Further results show that employee engagement and competitive advantage directly have a positive and significant effect on financial performance while customer satisfaction directly does not affect financial performance. In further testing, mediation test results with bootstrapting calculations and looking at total indirect effect calculations show that there are indirect and significant positive effects between employee engagement and customer satisfaction on financial performance through competitive advantage as an intervening variable. Keywords: employee engagement, customer satisfaction, competitive advantage, financial performance, structural equation modeling (SEM), partial least square (PLS)

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