ANALISIS PENGARUH PRAKTIK MANAJERIAL TERHADAP PERSEPSI KARYAWAN TENTANG KUALITAS PELAYANAN DIMEDIASI OLEH KEPUASAN EMOSIONAL

Setyawan, Andi (2013) ANALISIS PENGARUH PRAKTIK MANAJERIAL TERHADAP PERSEPSI KARYAWAN TENTANG KUALITAS PELAYANAN DIMEDIASI OLEH KEPUASAN EMOSIONAL. Other thesis, Universitas Sebelas Maret.

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    Abstract

    This study aims to examine and analyze the effect of managerial practices on employee perceptions of service quality are mediated by emotional satisfaction with the object of research at the National Private Bank in Surakarta. The data in this study were obtained through a questionnaire distributed to employees KCU National Private Bank in Surakarta, which Panin Bank, Bank CIMB Niaga and Bank Mega. The sampling technique used is proportional random sampling. The samples in this study were employees of National Private Bank KCU 150 respondents in Surakarta. Hypothesis testing using regression analysis of Baron and Kenny (1986 ) with the help of software SPSS for Windows version 16. Based on the results of the regression analysis testing with Baron and Kenny, (1986) showed that positive and negative emotional satisfaction significantly related to employee perceptions of service quality. Remuneration practices and managerial support related significantly to positive and negative emotional satisfaction. Remuneration practices and managerial support significantly influence employee perceptions of service quality. Influence of reward practices and managerial support to the employees' perception of service quality fully mediated by positive and negative emotional satisfaction. Thus all the hypotheses in this study was supported . Penelitian ini bertujuan untuk menguji dan menganalisa pengaruh praktik manajerial terhadap persepsi karyawan tentang kualitas pelayanan dimediasi oleh kepuasan emosional dengan obyek penelitian pada Bank Swasta Nasional Di Surakarta. Data pada penelitian ini diperoleh melalui kuisioner yang disebarkan kepada karyawan KCU Bank Swasta Nasional di Surakarta, yaitu Bank Panin, Bank CIMB Niaga dan Bank Mega. Teknik pengambilan sampel yang dipakai adalah proporsional random sampling. Sampel pada penelitian ini adalah karyawan KCU Bank Swasta Nasional di Surakarta sebanyak 150 responden. Ppengujian hipotesis menggunakan Analisis Regresi dari Baron and Kenny, (1986) dengan bantuan perangkat lunak SPSS for windows versi 16. Berdasarkan hasil pengujian dengan Analisis Regresi dari Baron and Kenny, (1986) menunjukkan bahwa kepuasan emosional positif dan negatif berhubungan signifikan terhadap persepsi karyawan tentang kualitas pelayanan. Praktik imbalan dan dukungan manajerial berhubungan signifikan terhadap kepuasan emosional positif dan negatif. Praktik imbalan dan dukungan manajerial berpengaruh signifikan terhadap persepsi karyawan tentang kualitas pelayanan. Pengaruh praktik imbalan dan dukungan manajerial terhadap persepsi karyawan tentang kualitas pelayanan dimediasi secara penuh oleh kepuasan emosional positif dan negatif. Dengan demikian semua hipotesis dalam penelitian ini didukung.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ekonomi
    Depositing User: Prima Adi Pradana
    Date Deposited: 19 Apr 2014 06:03
    Last Modified: 19 Apr 2014 06:03
    URI: https://eprints.uns.ac.id/id/eprint/12178

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