EFFECT OF COMMUNICATION STYLES, PERSONALITY AND RELATIONSHIP TOCUSTOMER SATISFACTION OF MEDIATION BY THE PROFESSIONALISM OF EMPLOYEES AT INDO PERKASA RAINBOW TOUR AND TRAVEL SEMARANG

Abstract

PT. Indo Perkasa Pelangi Tour and Travel Semarang is a company engaged in the services turnover airplane ticket. The company is having problems on bad sales, allegedly because of the professionalism of employees includes communication style, personality and relationship less than optimal so the impact on customer satisfaction. Formulation of the problem in this research is how to optimize the professionalism of the employees so that customer satisfaction can be optimized and also increase sales. Data analysis techniques using multiple linear regression with Two Stage Least Square, Goodness of Fit test against 74 respondents using SPSS version 20 with the results of the personality variables with a regression coefficient of 0.385 gives the most influence on the professionalism of employees. Goodness of Fit Testing the hypothesis shows first, second and third are acceptable where communication style, personality and relationship has a test value t respectively 2.144, 5.101 and 2.281 > t table 1.66629. The fourth hypothesis communication style, personality and relationship simultaneously positive influence on the professionalism of employees which has 19.133 F count > F table of 2.74. The fifth hypothesis in which the professionalism of employees' positive effect on customer satisfaction has a 4,018 t count > t table 1.66629. Adjusted R2 value of phase 1 and 2 respectively 0.427 and 0.172.
Keywords : communication style, personality, relationship, employee professionalismand customer satisfaction