Ishak, Ramadhanti Machfira (2021) PENGARUH MODAL PSIKOLOGIS TERHADAP PERILAKU KERJA INOVATIF PADA PETUGAS PELAYANAN PELANGGAN DI PT. SUN LIFE FINANCIAL INDONESIA. S1 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Perusahaan yang bergerak dibidang asuransi mengalami dampak dari Pandemi Covid-19 hal ini berkaitan dengan Perilaku Kerja Inovatif pada Petugas Pelayanan Pelanggan. Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh Modal Psikologi dan Perilaku Kerja Inovatif pada Petugas Pelayanan Pelanggan di PT. Sun Life Financial Indonesia. Pendekatan penelitian ini menggunakan metode kuantitatif. Populasi pada penelitian ini adalah Petugas Pelayanan Pelanggan yang bekerja dimasa pandemi Covid-19. Subjek pada penelitian ini Petugas Pelayanan Pelanggan di PT. Sun Life Financial Indonesia. Analisis regresi dalam penelitian ini menggunakan SPSS 20 for windows. Teknik pengumpulan data dalam penelitian ini dengan tinjauan pustaka yang didapatkan dari jurnal, artikel, literatur, buku, penelitian terdahulu, dan penyebaran kuesioner. Penelitian ini menunjukkan bahwa Modal Psikologi berpengaruh terhadap Perilaku Kerja Inovatif sebesar 53,5%. Hal ini dapat dikatakan jika dalam penelitian ini Petugas Pelayanan Pelanggan yang memiliki Modal Psikologi menunjukkan perilaku seperti percaya diri, memiliki atribusi positif, mampu dalam mengarahkan langkah untuk mencapai tujuan, dan dapat bertahan dalam situasi sulit untuk mencapai kesuksesan. Penelitian ini diharapkan dapat menjadi acuan bagi Petugas Pelayanan Pelanggan dan perusahaan mengenai pentingnya memahami nilai-nilai dari Modal Psikologi dan Perilaku Kerja Inovatif. Sehingga Petugas Pelayanan Pelanggan mampu beradaptasi dalam meningkatkan Perilaku Kerja Inovatif. Kata Kunci : Modal Psikologi, Perilaku Kerja Inovatif, Pertugas Pelayanan Pelanggan, new normal, insurance. Companies engaged in insurance are experiencing the impact of the Covid-19 pandemic, this is related to Innovative Work Behavior in customer service. This study aims to determine whether there is an influence of Psichologycal Capital and Innovative Work Behavior on Customer Service at PT. Sun Life Financial Indonesia. This research approach uses quantitative methods. The population in this study were Customer Service workers who worked during the Covid-19 pandemic. The subject of this research is Costumer Service at PT. Sun Life Financial Indonesia. Regression analysis in this study using SPSS 20 for windows. The data collection technique in this study was a literature review obtained from journals, articles, literature, books, previous research. and distributing questionnaires. This study shows that Psichologycal Capital has an effect on Innovative Work Behavior by 53.5%. It can be said that in this study, Customer Service that has Psichologycal Capital shows behaviors such as being confident, having positive attributions, being able to direct steps to achieve goals, and being able to survive in difficult situations to achieve success. This research is expected to be a reference for Customer Service and companies regarding the importance of understanding the values of Psichologycal Capital and Innovative Work Behavior. So that Petugas Pelayanan Pelanggan is able to adapt in increasing Innovative Work Behavior. Keywords: Psichologycal Capital, Innovative Work Behavior, Customer Service, New normal, Insurance.
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 46117110056 |
| Uncontrolled Keywords: | Modal Psikologi, Perilaku Kerja Inovatif, Pertugas Pelayanan Pelanggan, new normal, insurance. Psichologycal Capital, Innovative Work Behavior, Customer Service, New normal,Insurance. |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi |
| Divisions: | Fakultas Psikologi > Psikologi |
| Depositing User: | Maulana Arif Hidayat |
| Date Deposited: | 28 Apr 2022 03:43 |
| Last Modified: | 28 Apr 2022 03:44 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60615 |
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