Pengaruh Koordinasi Kerja dan Komunikasi Internal terhadap Kinerja Karyawan di Oakwood Hotel & Residence Surabaya

Rain, Clara Geovani (2026) Pengaruh Koordinasi Kerja dan Komunikasi Internal terhadap Kinerja Karyawan di Oakwood Hotel & Residence Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The hospitality industry is a service sector that relies heavily on the quality of human resources to deliver excellent customer service. Achieving optimal employee performance requires effective work coordination and well-established internal communication to ensure that operational activities are carried out efficiently and collaboratively across departments. However, challenges such as poor interdepartmental coordination, delays in information dissemination, and ineffective communication may reduce employees' work effectiveness and organizational performance. Therefore, this study aims to examine the effects of work coordination and internal communication on employee performance at Hotel X in Surabaya. This research employed a quantitative approach using a survey method. The population consisted of operational employees, and a total of 57 respondents were selected using a saturated sampling technique. Data were collected through Likert-scale questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software. The findings reveal that work coordination has a positive and significant effect on employee performance, with a path coefficient of 0.470 and a p-value of 0.001. Internal communication also has a positive and significant effect on employee performance, with a path coefficient of 0.384 and a p-value of 0.010. Furthermore, the coefficient of determination (R²) of 0.670 indicates that work coordination and internal communication jointly explain 67% of the variance in employee performance, while the remaining 33% is influenced by other variables not included in the research model. These findings emphasize that strengthening work coordination and internal communication is essential for improving employee performance and enhancing operational effectiveness within the hospitality industry. Keywords: Employee Performance, Hospitality Industry, Human Resource Management, Internal Communication, Work Coordination.

Item Type:

Thesis (Undergraduate)

Contributors: