THE EFFECT OF ORGANIZATIONAL RESOURCES, WORK INVOLVEMENT ON EMPLOYEE PERFORMANCE AND CUSTOMER LOYALTY WITH THE ROLE OF SERVICE CLIMATE

Abstract

Quality human resources will basically be able to help the organization achieve its goals. Employees create a key element for organizations to achieve sustainable competitive advantage in today's dynamic and changing operating conditions. Every company wants its employees to have high loyalty and dedication to performance and the company, high loyalty can determine the company's progress and decline in the future. In addition to the need to increase employee loyalty, companies also need to create a conducive climate in the management of an organization or company. This study took a sample of 100 samples and used the Structural Equation Modeling (PLS –SEM) Data Analysis Method. SEM is one of the areas of statistical study that can be used to address research problems, where independent variables and response variables are immeasurable variables. he result of the PLS is that only the P Value is below 0.200, meaning that all variables influence each other strongly.