Human Resource Quality Improvement Strategy Regarding PT Sriwijaya Air's Work Plan 2026-2027
Abstract
This study aims to analyze the influence of human resource quality and corporate work plans on customer satisfaction at PT Sriwijaya Air. The research applies a qualitative approach, drawing on theories of human resource management, corporate strategy, and customer satisfaction. Data were collected through literature review, company documents, and relevant previous studies. The findings reveal that competent and professional human resources, supported by well-structured and adaptive corporate work plans, significantly contribute to enhancing customer satisfaction. Conversely, a gap between employee competencies and the implementation of work plans may reduce service quality and affect customer loyalty. This research emphasizes the importance of synergy between human resource development and corporate strategic planning in achieving competitive advantage within the aviation industry.
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