PENGARUH LINGKUNGAN ORGANISASI, KEPEMIMPINAN, DAN BUDAYA ORGANISASI TERHADAP KINERJA PENCAPAIAN INDEKS KEPUASAN PELANGGAN PT. ANGKASA PURA II (Persero)

Abstract

This research was conducted to analyze the influence of organizational environment, leadership, and organizational culture on the performance of customer satisfaction index achievement. This research is quantitative research with causality approach, population of all employees of PT. Angkasa Pura II (Persero) branch of Soekarno-Hatta Airport with the number of 1923 people. Sampling technique is done by random, determination of sample size using slovin formula with error 10% so that sample is determined counted 95 people. There are four variables used, that is organization environment, leadership, and organizational culture as independent variable and performance achievement index of customer satisfaction PT. Angkasa Pura II (Persero) as a variable r. The collected data were analyzed using multiple linear regression with the help of SPSS version 23 for Windows. The results of this study indicate organizational environment, leadership, and organizational culture significantly positive effect on performance achievement of PT customer satisfaction index. Angkasa Pura II (Persero) at Soekarno-Hatta International Airport Jakarta.