Analisis strategi kualitas pelayanan dan kinerja bank-bank BPR di Jawa Tengah

WALUYO, Purwanto, Dr. Harsono, MSc

2001 | Tesis | S2 Manajemen

Penelitian ini dilakukan untuk mengidentifikasi faktor-faktor yang mempengaruhi kualitas pelayanan dan kinerja organisasi. Usaha peningkatan kinerja organisasi bank dilakukan melalui rekayasa pengaruh variabel-variabel kemampuan operasional umum bank terhadap kualitas pelayanan, tanpa mengabaikan concern organisasi terhadap lingkungan persaingannya (market acuity). Model ini mengaeu pada penelitian Roth dan Jackson 11:1 (1995). Dukungan variabel kepemimpinan teknologi secara langsung terhadap balk kualitas pelayanan maupun kinerja organisasi mengacu pada penelitian sebelumnya yang dilakukan oleh Parasuraman, Zeithami dan Berry (1988) dan teen dari Porter (1993). Data yang diterima dari jawaban responden yang layak-uji dianalisis menggunakan Structuring Equation Modelling dengan program AMOS vr. 3.6 untuk mengestimasi pengaruh variabel kemampuan operasional umum bank terhadap kualitas pelayanan dan kinerja organisasi. Hasil penelitian menunjukkan bahwa tidak setiap variabel-variabel kemampuan operasional umum bank dan market acuity berpengaruh signifikan terhadap kualitas pelayanan dan kinerja organisasi. Hanya variabel faktor produktivitas dan market acuity yang mampu mendorong setiap penibahan dari kualitas pelayanan maupun kinerja organisasi.

This research was done to identity the variables which influence performance of organization and service quality. To improve performance of bank organization done by invention of variables effect to the general operation capability of bank deal with the service quality without neglecting the concern of organization to the market acuity. This model based on the research of Roth and Jackson III (1995). Directly the support of technology leadership variable both to the service quality or performance of organization was based on the previous research which held by Parasuraman, Zeithami and Barry (1988) and also Porter's theory (1993). The data which was gained through fit and proper test of respondents was analyzed by using structuring Equation Modelling with Amos version 3.6 programme to estimate the affect of the general operation of bank to service quality and organization performance. The result of the research shows that none of the general operation capability of bank and market acquity has asignificant influence to the service quality and organization performace. Only productivity factor could support to change the service quality and also organization performance.

Kata Kunci : Strategi operasi, Capabilities-based Competition, Absorptive Capacity, Resource-based View, Keunggulan persaingan, Kinerja manajemen jasa, Operation strategy, Capability-based on Competition, Absorptive Capacity, Resource-based View, Competitive advantage