HUBUNGAN KUALITAS LAYANAN UNIT GENERAL AFFAIR DENGAN KEPUASAN DAN KINERJA KARYAWAN GROUP PERUSAHAAN BAHANA

IWAN, AHMAD (2010) HUBUNGAN KUALITAS LAYANAN UNIT GENERAL AFFAIR DENGAN KEPUASAN DAN KINERJA KARYAWAN GROUP PERUSAHAAN BAHANA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

General Affairs (GA) unit at PT Bahana Pembinaan Usaha Indonesia is a unit which executes middle-office services, acting as a producer to provide the best services to all units within Bahana Group, as customers of the services. GA is required to maintain high quality of services, so it can satisfy all customers. This is the background of our research, where the scope is limited to the assessments to know the impacts of quality service, which consists of tangible dimension, reliability, responsiveness, assurance and empathy on the employees’ satisfaction level and performance. The research method that will be used is ‘Explanatory Method’. The assessment is conducted to 140 employees of Bahana Group, which act as respondents, and the questionnaires that are analyzed consist of 43 questions. And give the result that the dimensions of service quality dimensions tangible, reliability, responsiveness, assurance and empathy significantly related to satisfaction and employee performance Bahana company group according to the hypothesis at the α <5%, as well as employee satisfaction also is significantly related to employee performance group Bahana company with a value amounting to 49.8% correlation. Key words: service quality, employee satisfaction, employee performance.Unit general affair (GA) yang merupakan salah satu dari pelaksana pelayanan middle office PT. Bahana Pembinaan Usaha Indonesia dalam hal ini bertindak selaku produsen, berusaha memberikan pelayanan yang terbaik kepada seluruh unit dalam group perusahaan Bahana dalam hal ini bertindak selaku konsumennya.. GA dituntut untuk menjaga kualitas jasa dan memberikan pelayanan bermutu sehingga dapat memuaskan konsumennya. Hal tersebut melatar belakangi penelitian ini, dengan ruang lingkup penelitian terbatas pada bagaimana pengaruh kualitas pelayanan, yang terdiri dari dimensi tangible, reliability, responsiveness, assurance dan empathy dengan tingkat kepuasan dan kinerja karyawan. Adapun metode penelitian yang digunakan adalah metode eksplanatory. Penelitian ini dilakukan terhadap 140 orang karyawan group perusahaan Bahana bertindak selaku responden, dengan kuesioner yang akan dianalisis terdiri dari 43 butir pertanyaan. Dan memberikan hasil bahwa dimensi kualitas layanan yang terdiri dari dimensi tangible, reliability, responsiveness, assurance dan empathy berhubungan secara signifikan dengan kepuasan dan kinerja karyawan group perusahaan Bahana sesuai hipotesis pada α < 5%, serta kepuasan karyawan juga berhubungan secara signifikan dengan kinerja karyawan group perusahaan Bahana dengan nilai hubungan sebesar 49,8%. Kata Kunci: kualitas layanan, kepuasan karyawan, kinerja karyawan.

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