Kualitas Layanan Dan Kepuasan Kerja Terhadap Keunggulan Organisasi Melalui Kinerja Pegawai

Sitti Nurbaya

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Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepuasan kerja terhadap keunggulan organisasi melalui kinerja pegawai. Jenis penelitian ini adalah penelitian survey dengan pendekatan kuantitatif dengan tipe penelitian inferensial. Populasi sebesar 11.143 dan teknik sampel menggunakan Slovin dengan menentukan sampel acak 5% diperoleh 386 responden. Pendekatan penelitian kuantitatif dengan sumber data primer dan sekunder. Pengumpulan data menggunakan instrumen observasi langsung dan penyebaran kuesioner. Teknik analisis data menggunakan analisis SEM melalui Smart Partial Least Square (SmartPLS). Hasil penelitian menemukan kualitas layanan dan kepuasan kerja mempunyai hubungan dan pengaruh langsung maupun tidak langsung yang berdampak positif dan signifikan terhadap keunggulan organisasi melalui kinerja pegawai. Novelty temuan penelitian”kualitas layanan menjadi pertimbangan penting dalam menentukan kepuasan kerja individu dalam meningkatkan kinerja mewujudkan keunggulan organisasi”.

Kata Kunci: Kualitas Layanan, Kepuasan Kerja, Kinerja dan Keunggulan Organisasi

Teks Lengkap:

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Referensi


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DOI: https://doi.org/10.37531/mirai.v8i1.4125

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