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Abstrak :
[ABSTRAK
Tesis ini membahas pengaruh brand personality congruence dan customeremployee congruence terhadap customer satisfaction melalui media personal interaction, relationship satisfaction dan loyalty to employee. Penelitian ini adalah penelitian kuantitatif dengan menggunakan analisa SEM. Responden nasabah adalah salah satu perbankan syariah di Indonesia.

Adapun hasil dari penelitian yang dilakukan bahwa brand personality congruence dan customer-employee congruence mempunyai pengaruh terhadap customer satisfaction. Media yang paling mempengaruhi customer satisfaction adalah relationship satisfaction dan loyalty to employee. Sehingga bagi perusahaan jasa, karyawan menjadi faktor penting karena representatif dari perusahaan dan menjadi kunci terjadinya kepuasan konsumen. Perusahaan harus memberikan sarana untuk menunjang kompetensi karyawan saat berhadapan dengan konsumen.;

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ABSTRACT
This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia.

The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer’s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers, This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer’s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers]

Abstrak :
ABSTRAK
Sumber daya manusia merupakan salah satu elemen terpenting dalam perusahaan. Oleh karena itu, perusahaan harus mempunyai strategi terkait guna mempertahankan pekerja tersebut. Salah satunya dengan meningkatkan loyalitas dan kepuasan pekerja melalui fleksibilitas kerja dan work life balance. Strategi tersebut dipilih berdasarkan karakteristik unik dari mayoritas pekerja yang memasuki generasi millennial. Beberapa perusahaan sudah menerapkan strategi tersebut, termasuk perusahaan startup. Penelitian ini bertujuan untuk meneliti pengaruh fleksibilitas kerja terhadap loyalitas dan kepuasan pekerja melalui work life balance.Penelitian ini dilakukan menggunakan teknik convenience dan snowball sampling terhadap 121 responden dengan latar belakang generasi millennial yang bekerja di perusahaan startup di Indonesia. Data yang didapatkan dari responden kemudian diolah dan dianalisis menggunakan metode structural equation modelling. Hasil penelitian ini menunjukkan bahwa fleksibilitas kerja mempunyai pengaruh signifikan dan positif terhadap loyalitas dan kepuasan pekerja dengan latar belakang generasi millennial pada pekerja di perusahaan startup di Indonesia. Pada penelitian ini juga ditemukan bahwa work life balance memediasi secara parsial hubungan antara fleksibilitas kerja dan loyalitas. Selain itu, pada penelitian ini ditemukan juga bahwa work life balance tidak memediasi pengaruh antara fleksibilitas kerja dan kepuasan pekerja dengan latar belakang generasi millennial yang bekerja pada perusahaan startup di Indonesia.

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ABSTRACT
Human resources is the one of the most important elements in the company. Therefore, the company must have related strategies to retain these workers. One of them is by increasing employee loyalty and satisfaction through flexibility of work and work life balance. The strategy chosen is based on the unique characteristics of the majority of workers who entered the millennial generation. Some companies are already implementing these strategies, including startup companies. This study aims to investigate the influence of the flexibility of working on loyalty and employee satisfaction with work life balance.This research was conducted using convenience and snowball sampling technique to the 121 respondents with a millennial generation background which is worked in startup companies in Indonesia. Data obtained from respondents were processed and analyzed using structural equation modeling. The results of this study indicate that flexibility of work has significant and positive influence to loyalty and employee satisfaction. However, flexibility of work has positive and significant impact on loyalty and employee satisfaction. This research prove that work life balance have partial mediating influence in relationship between flexibility of work and loyalty. In the other hands, work life balance have no mediating a relationship between flexibility of work and the satisfaction of employee with millennial background that is worked in startup company