[ABSTRAKSkripsi ini membahas tentang pengaruh employee customer orientation elemen needs dan enjoyment terhadap kepuasan karyawan dan konsumen, yang juga dimediasi oleh organizational customer orientation dan corporate brand personality, dengan mengambil studi kasus PT KAI Commuter Jabodetabek. Studi ini memiliki dua tipe responden, yaitu karyawan PT KAI Commuter Jabodetabek dan konsumen pengguna commuter line di wilayah Jabodetabek. Pengolahan data dalam penelitian ini menggunakan analisis structural equation modeling dengan metode partial least squares dengan software SmartPLS. Hasil penelitian ini menunjukkan bahwa employee customer orientation mampu memengaruhi kepuasan karyawan dan konsumen, namun terdapat hasil yang berbeda karena ada yang memengaruhi secara langsung, maupun melalui efek mediasi.

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ABSTRACT

, This research discuss about the effect of employee customer orientation needs and

enjoyment element towards organizational customer orientation and corporate

brand personality, taken PT KAI Commuter Jabodetabek as its case study. This

research has two types of respondents, which are employee of PT KAI Commuter

Jabodetabek and consumer of commuter line. Partial least squares analysis with

SmartPLS software has been used to process the data. The result of this research

shows that employee customer orientation has a significant effect to

employee/customer orientation directly or indirectly by mediation effect.]