BUSINESS SOLUTION: DETERMINE THE EMPLOYEE SATISFACTION, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY IN ORDER TO INCREASE THE COMPANY PERFORMANCE OF PT. RM
In 2018, with the increasing productive age, the workforce needed will also increase from 5% to 8% for all industrial sectors. But it is not enough to just fill the workforce needs, companies must also consider the quality of the productive age. Now we enter the digital 4.0 era where most compani...
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| Format: | Theses |
| Language: | Indonesia |
| Subjects: | |
| Online Access: | https://digilib.itb.ac.id/gdl/view/49374 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | In 2018, with the increasing productive age, the workforce needed will also increase
from 5% to 8% for all industrial sectors. But it is not enough to just fill the
workforce needs, companies must also consider the quality of the productive age.
Now we enter the digital 4.0 era where most companies definitely need a workforce
that understands and truly understands advanced technology. So, competent HR is
the key to the competitiveness of Indonesia's industry, especially in this 4.0 era.
PT RM is one of the 20 recruitment consulting companies who are very
knowledgeable about the growth of the workforce in the IT field and others. With
this they have the advantage of doing business in the digital age 4.0. But in 2019
PT RM actually experienced a decline in performance even though the productive
age is increasing. PT RM is a recruitment consultant that is well known and has a
database and knowledge of the needs of the workforce in the digital 4.0 era. After
PT RM employees being interviewed, it turns out that the problem lies in employee
satisfaction and customer satisfaction. The results of the evaluation of employee
and customer satisfaction, customer loyalty, and performance conducted in this
research are used to find out the root cause, relationship between each variables,
and find the solution that can be applied for PT RM.
From the results of a study of 30 respondents through the Google form (Online
survey) it was found that all variables influence each other. With ?
is 98% which
indicates that this study is included in the category of "Very Good". With this
research, the writer proposed solution for PT RM using the Hygiene-Factor
program and the Motivation program derived from "Two-Factor Theory" by
Herzberg’s |
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