Leadership and Organizational Culture Effects on Employee Performance and Variables Customer Satisfaction as Intervening (Case Study at PT. Sukaputra Graha Cemerlang Sentul City)

Abstract

This study aims to determine and analyze the effects of leadership and organizational culture on employee performance and customer satisfaction variables as an intervening at PT. Sukaputra Graha Cemerlang Sentul City. Quantitative descriptive method with a causal relationship approach is the method used in this study. The population selected in this study were all employees of PT. Sukaputra Graha Cemerlang in Sentul City with a population of 217 people. Of all the population samples taken based on the Slovin formula are 141 samples. Data analysis using Structural Equation Model (SEM) with SmartPLS (Partial Least Square) 3.0. The results showed that leadership style had a positive and significant effect on customer satisfaction, organizational culture had a positive and significant influence on customer satisfaction, leadership style and organizational culture had a positive and significant influence on customer satisfaction, and customer satisfaction had a positive and significant effect on performance. employees of PT. Sukaputra Graha Cemerlang in Sentul City. Customer satisfaction can mediate the influence between leadership style and organizational culture with the performance of employees of PT. Sukaputra Graha Cemerlang in Sentul City.