NATHANAEL, ERICA (2025) PENGARUH POLA KOMUNIKASI TERHADAP KINERJA KARYAWAN DI PT. CROWN PRATAMA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Communication is a key element in organizational management, playing a vital role in guiding employees toward achieving company goals. In today’s highly competitive business environment, companies like PT. Crown Pratama are required to establish effective internal communication systems to support productivity and employee performance. This study aims to examine the influence of communication patterns—vertical, horizontal, and diagonal—on employee performance. Vertical communication involves interactions between superiors and subordinates, horizontal communication occurs among employees at the same level, and diagonal communication crosses both departments and hierarchical levels. While all three are essential, previous studies have shown mixed results, particularly regarding the impact of horizontal communication on performance, creating a research gap that this study seeks to address. The research employed a quantitative approach using a questionnaire method, involving 97 permanent employees of PT. Crown Pratama selected through a census technique. Data were collected through Likert-scale questionnaires and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method via Smart-PLS software. Bootstrapping techniques were used to assess the significance of relationships among variables. The results revealed that vertical and diagonal communication patterns significantly influence employee performance, while horizontal communication does not have a meaningful impact. This indicates that performance improvement is more strongly driven by top-down instructions and interdepartmental coordination rather than peer collaboration. Therefore, the company is advised to strengthen vertical and diagonal communication mechanisms while also fostering a collaborative culture to build internal synergy and support sustainable performance growth. Keywords: Communication Patterns, Horizontal Communication, Vertical Communication, Diagonal Communication, Employee Performance Komunikasi merupakan elemen kunci dalam manajemen organisasi yang berperan penting dalam mengarahkan karyawan mencapai tujuan perusahaan. Dalam lingkungan bisnis yang kompetitif, perusahaan seperti PT. Crown Pratama dituntut memiliki sistem komunikasi internal yang efektif untuk mendukung peningkatan produktivitas dan kinerja. Penelitian ini bertujuan untuk menganalisis pengaruh pola komunikasi—vertikal, horizontal, dan diagonal—terhadap kinerja karyawan. Pola komunikasi vertikal mencakup hubungan antara atasan dan bawahan, horizontal melibatkan komunikasi antarpegawai setingkat, dan diagonal mencakup lintas divisi serta jenjang struktural. Meskipun ketiganya penting, studi sebelumnya menunjukkan hasil yang beragam, terutama dalam efektivitas komunikasi horizontal terhadap kinerja, yang menjadi gap dalam studi ini. Penelitian dilakukan dengan pendekatan kuantitatif melalui kuesioner terhadap 97 karyawan tetap PT. Crown Pratama menggunakan teknik sensus. Data dikumpulkan melalui kuesioner berskala Likert dan dianalisis menggunakan metode PLS-SEM melalui software Smart-PLS. Uji bootstrapping digunakan untuk mengukur signifikansi pengaruh antar variabel secara simultan. Hasil menunjukkan bahwa komunikasi vertikal dan diagonal berpengaruh signifikan terhadap peningkatan kinerja, sementara komunikasi horizontal tidak memberikan pengaruh yang berarti. Artinya, keberhasilan kerja lebih banyak ditentukan oleh instruksi dari atasan dan koordinasi lintas divisi, bukan oleh kolaborasi antarkaryawan setingkat. Oleh karena itu, perusahaan disarankan untuk memperkuat sistem komunikasi vertikal dan diagonal, sekaligus mulai menumbuhkan budaya kerja kolaboratif guna mendorong sinergi internal yang lebih kuat. Kata Kunci : Pola Komuniasi, Komunikasi Horizontal, Komunikasi Vertikal, Komunikasi Diagonal, Kinerja Karyawan
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