Path: Top Journal Jurnal_Keuangan_dan_Perbankan 2007

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

Jurnal Keuangan dan Perbankan, Volume 11, Nomor 1, Januari 2007
Journal from JIPTUNMERPP / 2010-06-21 23:56:29
Oleh : Syaiful Arifin, Diploma 3 of Finance and Banking Merdeka University Malang (jurkeubank@yahoo.com)
Dibuat : 2007-01-01, dengan file

Keyword : Service quality, customer satisfaction, employe satisfaction, employe service quality, organizational performance.

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

Deskripsi Alternatif :

This research was conducted to test the the influence of services quality (customer satisfaction, employe satisfacion, employee service quality) to organizational performance. The Hypothesis predicated that services quality significantly influenced organizational performance. The influences of services quality and organizational performance were investigated by using data collected from 75 banks namely 46 government banks and 29 privete banks. The data were collected throught mailed questioners and they were sent to some top and middle managers on government banks and private banks in east Java. The Hypothesis was examined by using multiple regression. The result of analysis showed that services quality (customer satisfaction, employe satisfaction and employe service quality) influenced organizational performance government banks. In private banks there was insignificant customer satisfaction, employe 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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  • Editor: Wiwik Supriyanti, Dra. SS.