PENGARUH INNOVATION QUALITY, KNOWLEDGE-ORIENTED LEADERSHIP, CUSTOMER KNOWLEDGE MANAGEMENT MELALUI BRAND IMAGE TERHADAP FIRM PERFORMANCE (Studi kasus : Perbankan di Jawa Timur)
Keywords:
Bank, Brand Image, Customer Knowledge Management, Innovation Quality, Jawa Timur, Knowledge-Oriented Leadership, Kinerja PerusahaanAbstract
Penelitian ini bertujuan untuk menguji pengaruh Innovation Quality, Knowledge-Oriented Leadership, Customer Knowledge Management, dan Brand Image terhadap Firm Performance pada perbankan di Jawa Timur. Data dikumpulkan dari 160 pegawai Bank BNI, BSI, dan Mandiri melalui kuesioner dan dianalisis menggunakan Structural Equation Modeling. Hasil penelitian menunjukkan bahwa manajemen pengetahuan pelanggan dan citra merek memiliki pengaruh positif dan signifikan terhadap kinerja perusahaan, sedangkan inovasi dan gaya kepemimpinan yang berorientasi pada pengetahuan tidak memiliki dampak yang signifikan. Oleh karena itu, perusahaan perbankan di Jawa Timur perlu memperkuat manajemen pengetahuan pelanggan dan citra merek yang kuat sebagai strategi meningkatkan kinerja perusahaan. Selain itu, perusahaan perlu mengembangkan inovasi dan pengembangan kepemimpinan yang berorientasi pada pengetahuan sebagai faktor pendukung yang dapat memperkuat kinerja perusahaan secara keseluruhan. Dalam upaya meningkatkan kinerja perusahaan, perusahaan dapat membangun strategi yang mengintegrasikan ketiga faktor tersebut secara bersama-sama
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