This study aimed to determine the influence of Customer Relationship Management (CRM) which can be indicated as commitment, communication, and quality service, on customer loyalty through customer satisfaction. CRM acted as an independent variable in this study. The sample of this study included 94 respondents who were customers of PT Ritra Cargo Indonesia, Denpasar Branch. The data analysis technique used is path analysis. The result of this study indicated that the coefficient of determination was 0.651 which meant 65.1% of customer loyalty was influenced by CRM and customer satisfaction with a significance value of F (0,000) < α 0,05. This indicated that the effect of CRM on customer satisfaction was significant, the effect of satisfaction on customer loyalty was significant, and the effect of CRM on customer loyalty was significant.

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Researchers debating about the role of human capital in order to increasing financial performance, sustainability and competitiveness. This study aims to examine the role of human capital in improving financial performance and competitive advantage. This study used a quantitative design through the distribution of questionnaires to managers of SMEs Wood Crafts in Badung Regency. The research sample amounted to 43 SMEs using proportional random sampling which was then analyzed with SmartPLS 3.0 software. The results contribute theoretically and practically, especially organizational efforts in maintaining the stability of financial performance, sustainability and competitive advantage. The analysis shows that human capital has a significant positive effect on financial performance, human capital has a positive and significant effect on competitive advantage, financial performance has a positive and significant effect on competitive advantage. Research limitations are discussed in the paper)

This study aimed to analyze the influence of leadership and organizational culture on Organizational Citizenship Behavior employees. The study is a quantitative research. The data used in this study was collected through questionnaires and implemented to 106 of permanent employees in PT. Hatten Bali. The results of this study indicates that: 1) leadership have positive and significant effect on organizational citizenship behavior which indicated by coefficient regression value 0,297 and significant value 0,003, 2) organizational culture have positive and significant effect on organizational citizenship behavior which indicated by coefficient regression value 0,144 and significant value 0,039, and 3) leadership and organizational culture have simultaneously effect on organizational citizenship behavior which indicated by f-count value 6,846 > f-table and significant value 0,002. Regression analyze result adjusted R2 value 0,117. This indicates that organizational citizenship behavior can explained by leadership and organizational culture variable of 11,7 % while the remaining 88,3% explained by the others variable outside of this study.

This study aimed to analyze the influence of leadership and organizational culture on Organizational Citizenship Behavior employees. The study is a quantitative research. The data used in this study was collected through questionnaires and implemented to 106 of permanent employees in PT. Hatten Bali. The results of this study indicates that: 1) leadership have positive and significant effect on organizational citizenship behavior which indicated by coefficient regression value 0,297 and significant value 0,003, 2) organizational culture have positive and significant effect on organizational citizenship behavior which indicated by coefficient regression value 0,144 and significant value 0,039, and 3) leadership and organizational culture have simultaneously effect on organizational citizenship behavior which indicated by f-count value 6,846 > f-table and significant value 0,002. Regression analyze result adjusted R2 value 0,117. This indicates that organizational citizenship behavior can explained by leadership and organizational culture variable of 11,7 % while the remaining 88,3% explained by the others variable outside of this study. Penelitian ini bertujuan untuk menganalisis pengaruh kepemimpinan dan budaya organisasi terhadap perilaku organizational citizenship behavior. Penelitian ini merupakan penelitian kuantitatif. Data dalam penelitian ini dikumpulkan melalui kuesioner dan didistribusikan kepada 106 pegawai tetap PT. Hatten Bali. Hasil penelitian ini menunjukkan bahwa: 1) kepemimpinan memiliki pengaruh positif dan signifikan terhadap perilaku kewargaan organisasional ditunjukkan oleh nilai koefisien regresi 0,297 dan nilai signifikan 0,003, 2) budaya organisasi berpengaruh positif dan signifikan terhadap perilaku kewarganegaraan organisasional ditunjukkan oleh nilai koefisien regresi 0,144 dan signifikansi 0,039, dan 3) kepemimpinan dan budaya organisasi berpengaruh secara simultan terhadap perilaku kewargaan organisasional yang ditunjukkan oleh nilai f hitung 6,846>f-tabel dan nilai signifikan 0,002. Hasil analisis regresi disesuaikan dengan nilai R2 0,117. Hal ini mengindikasikan bahwa perilaku kewargaan organisasional dapat dijelaskan oleh variabel kepemimpinan dan budaya organisasi sebesar 11,7% sedangkan sisanya 88,3% dijelaskan oleh variabel lain di luar penelitian ini.