Wahyuni, Insan (2010) ANALISIS PENGARUH KEPUASAN KERJA DAN STRES KERJA TERHADAP TURNOVER INTENTION KARYAWAN TELEMARKETING KARTU KREDIT DI PT. BANK INTERNASIONAL INDONESIA. S2 thesis, Universitas Mercu Buana Menteng-Jakarta.
|
Text (Cover)
01-cover luar.pdf Download (37kB) | Preview |
|
|
Text (Cover dalam)
02-cover dalam.pdf Download (37kB) | Preview |
|
|
Text (Abstract)
03-abstract Inggris.pdf Download (22kB) | Preview |
|
|
Text (Abstrak)
04-abstrak Indonesia.pdf Download (22kB) | Preview |
|
|
Text (Pengesahan)
05-pengesahan.pdf Download (22kB) | Preview |
|
|
Text (Pernyataan)
06-pernyataan.pdf Download (22kB) | Preview |
|
|
Text (Kata pengantar)
07-kata pengantar.pdf Download (27kB) | Preview |
|
|
Text (Daftar Isi)
08-daftar isi.pdf Download (26kB) | Preview |
|
|
Text (Daftar Gambar)
09-daftar gambar.pdf Download (21kB) | Preview |
|
|
Text (Daftar Tabel)
10-daftar tabel.pdf Download (25kB) | Preview |
|
|
Text (Daftar Grafik)
11-daftar grafik.pdf Download (21kB) | Preview |
|
|
Text (Daftar Lampiran)
12-daftar lampiran.pdf Download (21kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (Bab 1)
13-bab 1.pdf Restricted to Registered users only Download (52kB) |
|
|
Text (Bab 2)
14-bab 2.pdf Download (170kB) | Preview |
|
|
Text (Bab 3)
15-bab 3.pdf Restricted to Registered users only Download (66kB) |
|
|
Text (Bab 4)
16-bab 4.pdf Download (107kB) | Preview |
|
|
Text (Bab 5)
17-bab 5.pdf Restricted to Registered users only Download (140kB) |
|
|
Text (Bab 6)
18-bab 6.pdf Restricted to Registered users only Download (39kB) |
|
|
Text (Daftar Pustaka)
19-daftar pustaka.pdf Restricted to Registered users only Download (25kB) |
|
|
Text (Lampiran)
20-lampiran.pdf Restricted to Registered users only Download (243kB) |
|
|
Text (Riwayat Hidup)
21-riwayat hidup.pdf Restricted to Registered users only Download (25kB) |
Abstract
This study discusses the problem of telemarketing in BII, turnover which reached 21% per month. Figures much higher than the average bank employee turnover that only 10-11% per year. Turnover is a problem for the company with the amount of time, cost, and productivity is wasted to overcome this problem. For better understanding the problem, discussed on related companies, BII and Asia Outsourcing Services as telemarketing provider. The discussion includes the company's history, scope of business, resources, business challenges, until the company's business processes. Researchers took the job-satisfaction and job-stress as a research variable associated with turnover intention telemarketing BII. Retrieving participants data using a questionnaire that are prepared on a Likert scale and has tested the validity and reliability. Of the 238 people BII existing telemarketing, questionnaires were randomly distributed and obtain 76 participants (32 men and 44 women).The data collected was processed with multiple regression analysis with 90% confidence level. As a result, job-satisfaction is negatively associated with turnover intention and job-stress is positively associated with turnover intention, in accordance with the existing theory. But the results of the research itself contrary to what was expected, that participants have low job-satisfaction, job-stress is high, and high turnover intention.Penelitian ini membahas masalah pada telemarketing di BII, turnover yang mencapai 21% perbulan. Angka yang sangat tinggi dibandingkan rata-rata turnover karyawan perbankan yang hanya 10-11% pertahun. Turnover merupakan masalah bagi perusahaan dengan banyaknya waktu, biaya, dan produktivitas yang terbuang untuk mengatasi masalah ini. Sebagai tambahan pemahaman masalah, dibahas mengenai perusahaan terkait, yaitu BII dan Asia Outsourcing Services sebagai penyedia tenaga telemarketing. Pembahasan meliputi sejarah perusahaan, lingkup bidang usaha, sumber daya, tantangan bisnis, hingga proses bisnis di perusahaan. Peneliti mengambil kepuasan kerja dan stres kerja sebagai variabel penelitian yang dihubungkan dengan turnover intention telemarketing BII. Pengambilan data partisipan menggunakan kuesioner yang disusun berdasarkan skala Likert dan sudah diuji validitas serta reliabilitasnya. Dari 238 orang telemarketing BII yang ada, kuesioner disebar secara acak dan memperoleh 76 partisipan (32 laki-laki dan 44 wanita). Data yang terkumpul diolah dengan analisis regresi ganda dengan taraf kepercayaan 90%. Hasilnya, kami menemukan bahwa kepuasan kerja berkaitan secara negatif dengan turnover intention dan stres kerja berkaitan secara positif dengan turnover intention, sesuai dengan teori yang ada. Tetapi hasil dari penelitian itu sendiri berlawanan dengan apa yang diharapkan sebelumnya, bahwa partisipan memiliki kepuasan kerja yang rendah, stres kerja tinggi, dan turnover intention yang tinggi.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-10-203 |
| NIM/NIDN Creators: | 55108120123 |
| Uncontrolled Keywords: | MSDM, Manajemen sumber daya manusia |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 19 May 2022 03:53 |
| Last Modified: | 14 Feb 2023 03:11 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/61307 |
Actions (login required)
 |
View Item |
