SANJAYA, RAYMOND OBERT (2022) PENGARUH EMPLOYEE ENGAGEMENT TERHADAP FINANCIAL PERFORMANCE MELALUI CUSTOMER SATISFACTION SEBAGAI FAKTOR MEDIASI DI RAFFLES HOTEL JAKARTA. Masters thesis, Universitas Tarumanagara.
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Abstract
This study aims to determine the influence of employee engagement on financial performance mediated by customer satisfaction. The number of samples in this study were 154 respondents, all of whom were employees working at the Raffles Jakarta Hotel and customers who had experience living or conducting meetings & events at hotels, both at Raffles Jakarta and at other hotels. This study uses a quantitative approach. The research data were obtained from the results of filling out the questionnaire and were analyzed quantitatively using the PLS SEM analysis technique with the help of the SmartPLS program.
The conclusions obtained from the results of this study are (1) Employee engagement has a positive and significant effect on customer satisfaction, the higher the employee engagement, the higher the customer satisfaction, and vice versa the lower the employee engagement, the lower the customer satisfaction. employee engagement is proven to be a factor that significantly influences customer satisfaction; (2) Employee Engagement has a positive and significant effect on Financial Performance, the higher the Employee Engagement, the higher the Financial Performance, and vice versa the lower the Employee Engagement, the lower the Financial Performance. Employee Engagement is proven as a factor that significantly influences Financial Performance; (3) Financial Performance has a positive and significant effect on Customer Satisfaction, the higher the Financial Performance, the higher the Customer Satisfaction, and vice versa, the lower the Financial Performance, the lower the Customer Satisfaction. Financial Performance is proven as a factor that significantly influences Customer Satisfaction
Keywords: employee engagement, customer satisfaction, financial performance
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | Dosen Pembimbing: Dr. YANUAR, MM |
| Uncontrolled Keywords: | Keywords: employee engagement, customer satisfaction, financial performance |
| Subjects: | Tesis Tesis > Pascasarjana |
| Divisions: | Pascasarjana |
| Depositing User: | Pasca Perpus |
| Date Deposited: | 22 Apr 2026 05:59 |
| Last Modified: | 22 Apr 2026 05:59 |
| URI: | https://repository.untar.ac.id/id/eprint/42813 |
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