PENGARUH PERILAKU PEMILIK ATAS ISU MANAJEMEN LINGKUNGAN TERHADAP KINERJA KEUANGAN MELALUI CUSTOMER SATISFACTION PADA PERUSAHAAN DI WILAYAH SURABAYA

Abstract

The aim of this study was to know the influence of the owner's behavior on the issue of environmental management toward financial performance, with customer’s satisfaction as an intervening variable. The type of research was quantitative research. The sample was the owner of the companies in Surabaya, totaling 56 peoples. This study used analysis techniques Partial Least Square (PLS). The results showed the owner's behavior on environmental management issues affect on each of the customer’s satisfaction and financial performance, the better the owner’s behavior of environmental management issue, the more satisfied customers and better financial performance. In addition, it was concluded that customer’s satisfaction also affect financial performance, so the higher customer’s satisfaction, the higher the company's financial performance.