Azhar, Zaidan Rizaldo (2025) Pengaruh Work Engagement Terhadap Customer Oriented Organizational Citizenship Behaviour: Peran Resilience Sebagai Mediator Dan Mindfulness Sebagai Moderator Pada Sektor Jasa Makanan Dan Minuman. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kondisi perekonomian Indonesia saat ini sebagian besar didorong oleh peningkatan konsumsi rumah tangga yang menjadi salah satu faktor pendorong berkembangnya sektor usaha penyediaan makanan dan minuman. Hal ini mendorong perusahaan di sektor jasa makanan dan minuman untuk terus meningkatkan layanan. Penelitian ini bertujuan untuk menganalisis pengaruh Work engagement terhadap Customer-Oriented Organizational Citizenship Behavior (CO-OCB) dalam industri jasa makanan dan minuman, dengan Resilience sebagai variabel mediasi dan Mindfulness sebagai variabel moderasi. Penelitian ini menggunakan pendekatan kuantitatif, dengan data yang dikumpulkan melalui kuesioner yang disebarkan kepada 156 responden karyawan sektor jasa makanan dan minuman yang berinteraksi langsung dengan pelanggan. Hasil analisis dilakukan menggunakan metode PLS-SEM (Partial Least Square- Structural Equation Modeling) untuk memahami pengaruh antar variabel. Hasil penelitian menunjukkan bahwa Work Engagement berpengaruh signifikan terhadap Resilience, Resilience berpengaruh signifikan terhadap CO-OCB, dan Resilience memediasi hubungan tersebut. Namun, Mindfulness tidak terbukti memoderasi hubungan antara Work Engagement dan CO- OCB. Temuan ini menegaskan pentingnya keterlibatan kerja dan ketahanan psikologis dalam membentuk perilaku kerja yang berorientasi pada pelanggan di sektor jasa yang kompetitif. Penelitian ini berkontribusi dengan menjelaskan bagaimana work engagement dan resilience dapat mendorong pelayanan yang lebih baik kepada pelanggan. Hasilnya dapat digunakan oleh perusahaan makanan dan minuman untuk merancang strategi peningkatan layanan melalui penguatan work engagement dan resilience karyawan yang berinteraksi langsung dengan pelanggan agar dapat melakukan pelayanan yang lebih baik.
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Indonesia’s current economic condition is largely driven by increased household consumption, which has become one of the main factors supporting the growth of the food and beverage service sector. This situation encourages companies in the food and beverage service industry to continuously improve their service quality. This study aims to analyze the effect of work engagement on Customer-Oriented Organizational Citizenship Behavior (CO-OCB) in the food and beverage service industry, with resilience as a mediating variable and mindfulness as a moderating variable. This research uses a quantitative approach, with data collected through questionnaires distributed to 156 employees in the food and beverage service sector who interact directly with customers. The analysis was conducted using the Partial Least Square- Structural Equation Modeling (PLS-SEM) method to examine the relationships among variables. The results show that work engagement significantly affects resilience, resilience significantly influences CO-OCB, and resilience mediates the relationship between work engagement and CO-OCB. However, mindfulness is not proven to moderate the relationship between work engagement and CO-OCB. These findings highlight the importance of employee engagement and psychological resilience in shaping customer-oriented behavior in a competitive service environment. This study contributes by explaining how work engagement and resilience can drive better customer service. The findings can be used by food and beverage companies to design service improvement strategies by strengthening the engagement and resilience of employees who interact directly with customers to deliver better service.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | CO-OCB, karyawan , mindfulness, resilience, work engagement, sektor jasa, CO-OCB, employee , mindfulness, resilience, work engagement, service sector |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations H Social Sciences > HF Commerce > HF5548.85 Job stress H Social Sciences > HF Commerce > HF5549 Job analysis. Personnel management. Employment management H Social Sciences > HF Commerce > HF5549.2 Personel Management H Social Sciences > HF Commerce > HF5549.5.M63 Employee motivation. H Social Sciences > HF Commerce > HF6161.F616 Food. Food service |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | Zaidan Rizaldo Azhar |
| Date Deposited: | 29 Jul 2025 05:48 |
| Last Modified: | 29 Jul 2025 05:48 |
| URI: | http://repository.its.ac.id/id/eprint/122472 |
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