ANALISA PENGARUH EMPLOYEE ENGAGEMENT TERHADAP CUSTOMER SATISFACTION DENGAN KINERJA KARYAWAN SEBAGAI VARIABEL INTERVENING PADA ARTOTEL HOTEL SURABAYA

Gabriel Mayanastasia, Andi Lay, Deborah Widjaja

Abstract


Tujuan dari penelitian ini adalah untuk melihat pengaruh employee engagement terhadap kinerja karyawan dan customer satisfaction pada employee Artotel Surabaya. Penelitian ini adalah penelitian kuantitatif kausal. Penelitian ini dilakukan terhadap employee Artotel Hotel Surabaya yang berjumlah 35 orang. Employee engagement diukur dengan menggunakan tiga dimensi yaitu vigor, dedication, dan absorption. Kinerja karyawan diukur dengan menggunakan dua dimensi yaitu contextual performance dan task performance. Kemudian variabel customer satisfaction akan diukur dengan menggunakan satu dimensi yaitu overall satisfaction. Hasil dari penelitian ini menemukan pengaruh yang positif dan signifikan antara employee engagement terhadap kinerja karyawan, pengaruh positif dan tidak signifikan antara kinerja karyawan dengan customer satisfaction, kemudian pengaruh negatif dan tidak signifikan antara employee engagement terhadap customer satisfaction. 

The purpose of this study is to analyze the effect of employee engagement on employee performance and customer satisfaction at employee hotel Artotel Surabaya. This research is a causal quantitative research. This research was conducted on employee Artotel Hotel Surabaya which amounted to 35 people. Employee engagement is measured using three dimensions: vigor, dedication, and absorption. Job performance is measured using two dimensions: contextual performance and task performance. Then customer satisfaction will be measured by using one dimension that is overall satisfaction. The results of this study found a positive and significant influence of employee engagement on employee performance, positive but insignificant influence of employee performance with customer satisfaction, and negative and insignificant influence of employee engagement on customer satisfaction. 


Keywords


Employee Engagement, Kinerja Karyawan, Customer Satisfaction.

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