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Analisis pengaruh kualitas pelayanan terhadap kinerja organisasional (studi pada bank-bank pemerintah dan bank-bank swasta di Jawa Timur

Jurnal Keuangan dan Perbankan, Tahun XI, Nomor 1, Januari 2007
Journal from JIPTUNMERPP / 2008-01-09 09:44:54
Oleh : Syaiful Arifin, Diploma_3_of_Finance_and_Banking_-_Merdeka_Univers (sy-arifin@yahoo.com)
Dibuat : 2007-01-01, dengan file

Keyword : Services quality, customer satisfaction, employee satisfaction, employee service quality organizational performance

This research was conducted to test the influence of services quality (customer satisfaction, employee satisfaction, employe service quality) to organizational performance. The hypothesis predicted that services quality significantly influenced organizational performance. The influence of sevices quality and organizational performance were investigated by using data collected from 75 banks namely 46 government banks and 29 privated banks. The data were collected through mailed questioners and they were sent to some top and middle managers on goverment banks and private bakns in east Java. The hypothesis was examined by using multiple regression. The results of analysis showed that services quality (customer satisfaction, employee satisfaction and employee service quality) influenced organizational performance government banks. In private banks there was insignificant customer satisfaction, employee satisfaction, employee service quality to organizational performance.

Deskripsi Alternatif :

This research was conducted to test the influence of services quality (customer satisfaction, employee satisfaction, employe service quality) to organizational performance. The hypothesis predicted that services quality significantly influenced organizational performance. The influence of sevices quality and organizational performance were investigated by using data collected from 75 banks namely 46 government banks and 29 privated banks. The data were collected through mailed questioners and they were sent to some top and middle managers on goverment banks and private bakns in east Java. The hypothesis was examined by using multiple regression. The results of analysis showed that services quality (customer satisfaction, employee satisfaction and employee service quality) influenced organizational performance government banks. In private banks there was insignificant customer satisfaction, employee satisfaction, employee service quality to organizational performance.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiD
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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