PENGARUH PELATIHAN DAN KEPEMIMPINAN TRANSFORMASIONAL DALAM MENINGKATKAN KUALITAS PELAYANAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL MEDIASI (Studi Kasus pada PT BANK MANDIRI)

Yunita, Rahmi (2024) PENGARUH PELATIHAN DAN KEPEMIMPINAN TRANSFORMASIONAL DALAM MENINGKATKAN KUALITAS PELAYANAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL MEDIASI (Studi Kasus pada PT BANK MANDIRI). S2 thesis, Universitas Mercu Buana-Menteng.

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Abstract

This study aims to analyze the factors that influence service quality at PT Bank Mandiri in the Jakarta Pondok Kelapa Area. The population of this study were frontliner employees of PT Bank Mandiri in the Jakarta Pondok Kelapa Area with a sample size of 72 employees. The data analysis method uses Structural Equation Model-Partial Least Square (SEM-PLS). The results found that training has positive and insignificant effect on service quality. Transformational Leadership has positive and insignificant effect on service quality. Training has positive and insignificant effect on Job Satisfaction. Transformational Leadership has a positive and significant effect on Job Satisfaction. Job Satisfaction has a positive and significant effect on service quality. Job Satisfaction is not able to mediate between training variables and service quality. Job Satisfaction is able to mediate between Transformational Leadership variables and service quality. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi kualitas pelayanan pada PT Bank Mandiri di Area Jakarta Pondok Kelapa. Populasi dari penelitian ini adalah karyawan frontliner dari PT Bank Mandiri di Area Jakarta Pondok Kelapa dengan jumlah sampel sebanyak 72 karyawan. Metode analisis data menggunakan Structural Equation Model-Partial Least Square (SEM-PLS). Hasil penelitian menemukan bahwa pelatihan berpengaruh positif dan tidak signifikan terhadap kualitas pelayanan. Kepemimpinan Transformasional berpengaruh positif dan tidak signifikan terhadap kualitas pelayanan. Pelatihan berpengaruh positif dan tidak signifikan terhadap Kepuasan Kerja. Kepemimpinan Transformasional berpengaruh positif dan signifikan terhadap Kepuasan Kerja. Kepuasan Kerja berpengaruh positif dan signifikan terhadap kualitas pelayanan. Kepuasan Kerja tidak mampu memediasi antara variabel pelatihan terhadap kualitas pelayanan. Kepuasan Kerja mampu memediasi antara variabel. Kepemimpinan Transformasional terhadap kualitas pelayanan.

Item Type: Thesis (S2)
NIM/NIDN Creators: 55121120019
Uncontrolled Keywords: Training, Transformational Leadership, Job Satisfaction, Service Quality, SEM PLS Pelatihan, Kepemimpinan Transformasional, Kepuasan Kerja, Kualitas Pelayanan, SEM PLS
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: SILMI KAFFA MARISKA
Date Deposited: 26 Feb 2024 08:03
Last Modified: 26 Feb 2024 08:03
URI: http://repository.mercubuana.ac.id/id/eprint/86545

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