MODELING IN CUSTOMER SATISFACTION USING TRAINING, ORGANIZATIONAL CULTURE AND LAMPUNG BANK PERFORMANCE IN THE PROVINCE OF LAMPUNG

Suharto (2016) Modeling In Customer Satisfaction Using Training, Organizational Culture And Lampung Bank Performance In The Province Of Lampung

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ABSTRACT

The purpose of this study was to determine the direct effect of training on the performance, the direct influence of organizational culture on performance, training direct influence on customer satisfaction, the direct influence of organizational culture on customer satisfaction, and a direct influence on customer satisfaction performance. The analytical tool used is path analysis and use of exogenous and endogenous. The method used in t his research is explanatory survey method. The population in this study was 5862 customers, while the samples used as many as 85 customers using Slovin. The study found that that the training variable directly affects the performance,, organizational cultu re directly influence the performance, training directly influence on customer satisfaction, organizational culture directly influence customer satisfaction and performance directly influence customer satisfaction.

Keywords : Training, Organizational Culture, Perfor mance and Customer Satisfaction