Pengaruh Perceived Organizational Support, Structural Empowerment, Servant Leadership Terhadap Employee Loyalty Dengan Mediasi Employee Engagement Pada Karyawan Biro Haji Dan Umrah Di Surabaya

Muhammad, Faqih (2026) Pengaruh Perceived Organizational Support, Structural Empowerment, Servant Leadership Terhadap Employee Loyalty Dengan Mediasi Employee Engagement Pada Karyawan Biro Haji Dan Umrah Di Surabaya. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Industri jasa haji dan umrah merupakan sektor yang sangat bergantung pada kualitas sumber daya manusia dalam memberikan pelayanan kepada jemaah, sehingga loyalitas karyawan menjadi faktor kunci dalam menjaga keberlangsungan dan reputasi organisasi. Peningkatan jumlah jemaah umrah mendorong perusahaan untuk memiliki karyawan yang tidak hanya kompeten tetapi juga memiliki keterlibatan kerja yang tinggi. Namun, loyalitas karyawan masih menjadi tantangan yang dipengaruhi oleh faktor organisasi seperti Perceived Organizational Support (POS), Structural Empowerment (SE), dan Servant Leadership (SL). Penelitian ini bertujuan untuk menganalisis pengaruh ketiga variabel tersebut terhadap Employee Loyalty (EL) dengan Employee Engagement (EE) sebagai variabel mediasi pada karyawan perusahaan biro haji dan umrah di Surabaya. Penelitian ini melibatkan 126 responden dan data dianalisis menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS4. Hasil penelitian menunjukkan bahwa POS, SE, dan SL masing-masing berpengaruh positif dan signifikan terhadap EE serta terhadap EL secara langsung, dengan SE sebagai prediktor langsung terkuat terhadap loyalitas karyawan. Namun demikian, EE tidak terbukti berpengaruh signifikan terhadap EL, sehingga seluruh jalur mediasi EE dalam hubungan POS, SE, dan SL terhadap EL juga dinyatakan tidak signifikan. Temuan ini mengindikasikan bahwa loyalitas karyawan biro haji dan umrah lebih banyak dibentuk melalui jalur langsung yang bersifat tangible ketimbang melalui mekanisme psikologis keterlibatan kerja. Penelitian ini memberikan kontribusi teoretis bagi pengembangan Social Exchange Theory dan Job Demands-Resources Theory dalam konteks industri jasa keagamaan, sekaligus implikasi praktis bagi manajemen biro haji dan umrah dalam merancang strategi retensi karyawan yang lebih efektif.
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The Hajj and Umrah service industry is a sector that relies heavily on the quality of human resources in providing services to pilgrims, so employee loyalty is a key factor in maintaining the sustainability and reputation of the organization. The increase in the number of Umrah pilgrims encourages companies to have employees who are not only competent but also have high work involvement. However, employee loyalty is still a challenge influenced by organizational factors such as Perceived Organizational Support (POS), Structural Empowerment (SE), and Servant Leadership (SL). This study aims to analyze the influence of these three variables on Employee Loyalty (EL) with Employee Engagement (EE) as a mediating variable in employees of Hajj and Umrah companies in Surabaya. This study involved 126 respondents and data was analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with the help of SmartPLS4 software. The results showed that POS, SE, and SL had a positive and significant effect on EE as well as on EL directly, respectively, with SE being the strongest direct predictor of employee loyalty. However, EE was not proven to have a significant effect on EL, so all EE mediation channels in the relationship of POS, SE, and SL to EL were also declared insignificant. These findings indicate that the loyalty of Hajj and Umrah company employees is more formed through tangible direct channels than through psychological mechanisms of work involvement. This research makes a theoretical contribution to the development of Social Exchange Theory and Job Demands-Resources Theory in the context of the religious services industry, as well as practical implications for Hajj and Umrah company management in designing more effective employee retention strategies.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Perceived Organizational Support, Structural Empowerment, Servant Leadership, Keterlibatan Karyawan, Loyalitas Karyawan.
Subjects:	H Social Sciences > HM Sociology > HM141 Leadership
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Muhammad Faqih
Date Deposited:	03 Aug 2026 03:42
Last Modified:	03 Aug 2026 10:36
URI:	http://repository.its.ac.id/id/eprint/141662

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