Pengaruh motivasi dan kepuasan kerja terhadap kinerja frontliner bni kcu harmoni

Wardhana, Rezdki Ari (2017) Pengaruh motivasi dan kepuasan kerja terhadap kinerja frontliner bni kcu harmoni. Masters thesis, Institut Pertanian Bogor.

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Abstract

Due to company performance improvement, management prepares some strategies that can enhance the company performance so every department can do their tasks effectively and efficiently. Human resource in an organization play as spearhead role to realize vision and mission of the company. In financial sector, in spite of focus on a product development and technology, resource also has an important role. Business competition that become so tough makes banking company focusing theirself in improving the service quality in order deliver their comparative adventage. BNI as one of the state-owned enterprise in Indonesia realizes that service linen is an essential parts ofthe company. Thus, BNI becomes more selective in recruiting frontlinerofficer because this company has an objective to become number one in service division. Bank frontliner that consists of security, teller, and customer service are representation of service performance in a banking industry so that their performance are the things that company should pay attention to. Competency and contribution from frontliner is highly expected to assure the sense of security and convenient to the customer that want to do transaction in a bank branch. BNI Harmoni Main Branch Office (KCU) as a main branch office that has huge business segment is known lying on the last rank of thelast two periods in-a-row in Service Performance Measurement that is done by Jakarta Kota region. According to researcher observaton, it is caused by the low of motivational level and working satisfaction of BNI KCU Harmoni frontliner. The inconsistency of frontliner is a reason in this dispute. By using Structural Equation Modelling (SEM) calculation, through stratified random sampling, motivation is positively adn significantly affecting towards performance by the score3.62 from T-test statistic. The influence of working satisfaction also has postive and significant result by the score 15,18. Last, working satisfaction towards performance also has positive and significant result by the score 1,97. Managerial implication that can be used as an input is by decreasing the standard of frontliner recruitment that previously required to have background education at least diploma degree become Senior High School. It can be seen mostly background education that is taken by frontliner in BNI KCU Harmoni in fact is bachelor degree and evend there are some talents that has post-graduate degree. With this high education level, it is necessary that employee has high expectation towards their career pathway in a company.

Item Type: Thesis (Masters)
Uncontrolled Keywords: kepuasan kerja, kinerja, motivasi, SEM motivation, performance, SEM, working satisfaction.
Subjects: Manajemen Sumber Daya Manusia
Depositing User: SB-IPB Library
Date Deposited: 03 May 2018 01:35
Last Modified: 03 May 2018 01:37
URI: http://repository.sb.ipb.ac.id/id/eprint/3117

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