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The Relationship between Internal Service Quality, Employee Satisfaction and Productivity at PT. Asuransi Jiwasraya (Persero) (A Case Study at PT. Asuransi Jiwasraya (Persero) Bandung Timur Branch Office)

Tugas Akhir, 031 / 2013 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2014-05-21 13:33:04
Oleh : Ira Kusmira - 105231017 (ira_kusmira92@yahoo.com)
Dibuat : 2014-05-21, dengan 4 file

Keyword : Kualitas Pelayanan Internal, Kepuasan Karyawan dan Produktivitas
Subjek : Internal Service Quality, Employee Satisfaction, and Productivity

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis hubungan antara Kualitas Pelayanan Internal (Internal Service Quality), Kepuasan Karyawan (Employee Satisfaction) dengan Produktivitas (Productivity) pada perusahaan asuransi di PT. Asuransi Jiwasraya (Persero) Bandung Timur Branch Office yang biasa disebut Jiwasraya BG. Dalam penelitian ini yang menjadi variabel independen adalah Internal Service Quality dimana terdapat lima dimensi yaitu Workplace Design, Job Design, Employee Selection and Development, Employee Rewards and Recognition, serta Tools for Serving Customer. Employee Satisfaction sebagai variabel antara dan Productivity sebagai variabel dependennya. Sumber data yang digunakan dalam studi ini dikumpulkan dengan menyebarkan kuesioner sebanyak 72 kuesioner. Analisis data untuk menguji hipotesis menggunakan analisis Deskriptif Statistik, Korelasi Spearman dan Regresi Logistik. Hasil penelitian menunjukkan bahwa dimensi Employee Selection and Development dan Employee Rewards and Recognition berhubungan dengan Employee Satisfaction, dan Employee Satisfaction berhubungan dengan Productivity. Serta ditemukan bahwa tidak ada pengaruh dari semua dimensi Internal Service Quality terhadap Employee Satisfaction, dan tidak ada pengaruh Employee Satisfaction terhadap Productivity. Kata Kunci : Kualitas Pelayanan Internal, Kepuasan Karyawan dan Produktivitas.

Deskripsi Alternatif :

The purpose of this research is to find out and analyze the relationship between Internal Service Quality, Employee Satisfaction and Productivity at PT. Asuransi Jiwasraya (Persero) Bandung Timur Branch Office. In this research, the independent variable is Internal Service Quality with five dimensions: Workplace Design, Job Design, Employee Selection and Development, Employee Rewards and Recognition, and Tools for Serving Customer. The intervening variable is Employee Satisfaction, and Productivity as the dependent variable. Data were collected from 72 respondents. The analysis methods used to analyze the data are Statistic Descriptive, Spearman Correlation and Logistic Regression analysis. The result showed that the dimension of Employee Selection and Development, and Employee Rewards and Recognition correlated with Employee Satisfaction; and Employee Satisfaction correlated with Productivity, whereas the logistic regression showed that all Internal Service Quality dimension have no influences on the Employee Satisfaction; and the Employee Satisfaction has no influences on the productivity. Key Words: Internal Service Quality, Employee Satisfaction, and Productivity.

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