Title: THE INFLUENCE OF THE ABILITY TO CREATE KNOWLEDGE ABOUT INTERNAL CUSTOMERS ON THE PERFORMANCE OF RELATIONSHIPS BETWEEN PARTS THROUGH INDIVIDUAL COMPETENCIES OF JATIROTO LUMAJANG SUGAR FACTORY EMPLOYEES
Author: YOSEP AF SOEPARDJI
Item Type : Thesis (Thesis)
Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
The development of the industrial world, both goods and services, is currently experiencing very tight competition, so industrial players need certain strategies to maintain a competitive advantage and survive in this competition. Likewise with the Jatiroto Sugar Factory, as one of the sugar industries with the largest production capacity in East Java, the Jatiroto Sugar Factory is trying to build an understanding of its human resources as a competitive advantage. Based on Internal Marketing Theory, this research aims to empirically test the influence of the ability to create knowledge about internal customers on the performance of relationships between departments at the Jatiroto Sugar Factory. Furthermore, researchers analyzed the influence of the ability to create knowledge about internal customers on the individual competence of employees at the Jatiroto sugar factory and the influence of individual employee competence on the performance of relations between departments at the Jatiroto sugar factory. The research model developed consists of 3 variables with 3 hypotheses to be tested. Testing of this research was carried out using the SEM (Structural Equation Modeling) Path Analysis analysis tool, through the AMOS 19.0 program with a total of 210 respondents who were employees related to the production process of the Jatiroto Sugar Factory. The results of this research analysis show that the ability to create knowledge about internal customers significantly influences the performance of relationships between departments. Besides that, the ability to create knowledge about internal customers significantly influences the performance of relationships between departments through individual employee competence. The managerial implication that can be suggested by this research is the creation of coordinative work climate conditions, which allow for the exchange of information as knowledge and opportunities to combine this knowledge as the focus of management policy. This research provides several research limitations as an agenda for future research that can be carried out.
Keywords: Internal Marketing, Internal Customer Knowledge Creation Capability, Employee Individual Competence, Relationships Performance between Departments
Sources: http://repository.unair.ac.id/39003/
