Analisis Hubungan Kualitas dan Kinerja Organisasional (Studi Pada Perusahaan-Perusahaan Besar dan Sedang di Malang Jawa Timur)
ARIFIN SYAIFUL (Pembimbing: Drs. Agastya, MBA, MPM.), Drs. Agastya, MBA, MPM.
INTISARI
Penelitian ini menguji secara empiris hubungan berbagai dimensi kualitas dengan kinerja organisasional. Hipotesis yang diajukan adalah Dimensi Kualitas berhubungan secara signifikan terhadap kinerja organisasional. Hubungan dimensi kualitas dengan kinerja organisasional diteliti dengan menggunakan data yang dikumpulkan dari 75 perusahaan besar dan perusahaan sedang, terdiri dan 46 perusahaan besar dan 29 perusahaan sedang. Data dikumpulkan melalui penyebaran kuesioner yang ditujukan pada manajer tingkat menengah dan puncak pada perusahaan-perusahaan besar dan sedang di Malang Jawa Timur. Hipotesis diuji dengan model korelasi. Hasil penelitian menunjukkan bahwa Dimensi kualitas (customer satisfaction, employee satisfaction dan employee service quality) berhubungan secara signifikan dengan kinerja organisasional pada perusahaan besar. Sedangkan pada perusahaan sedang, terdapat hubungan yang tidak signifikan antara customer satifaction, employee satisfaction dan employee service quality dengan kinerj a organisasional.
Kata-kata kunci : dimensi kualitas, kepuasan pelanggan, kepuasan karyawan, kualitas pelayanan karyawan, kinerja organisasional.
ABSTRACT
This research is conducted to test the relationships between dimensions of quality (customer satisfaction, employee satisfaction, employee service quality) significantly and organizational performance. The hypothesis predict that quality dimension significantly relates and organizational performance. The relationships of quality dimensions and organizational performance are investigated using data collected from 75 of large corporate and medium corporation from 46 large corporate and 29 medium size corporate. The data were collected through mailed questioners and were send to some top and middle manager on large corporate and medium corporate at Malang east java. The hypotheses were examined by using correlation model. The result analysis show that dimension of quality (customer satisfaction, employee satisfaction, employee service quality), relates to organizational performance for large companies. Then to the medium size companies there is insignificantly relate between customer satisfaction, employee satisfaction, employee service quality and organizational performance.
Keywords : quality dimension, customer satisfaction, employee satisfaction, employee service quality, organizational performance.
Kata Kunci : Pengertian Kualitas, Fokus pada Konsumen, Organizational Performance
