PENGARUH KECERDASAN EMOSI DAN KEPUASAN KERJA CUSTOMER SERVICE TERHADAP PERSEPSI NASABAH ATAS KUALITAS LAYANAN CUSTOMER SERVICE DI PT BANK UOB INDONESIA
Tantri Sulma Mardiah, Prof. Djamaludin Ancok, Ph.D.
2014 | Tesis | S2 Magister ManajemenKecerdasan emosi memiliki pengaruh kuat atas kualitas layanan (Kurian, 2013) demikian juga kepuasan kerja memiliki pengaruh terhadap kualitas layanan (Yee et.al., 2008). Penelitian ini bertujuan untuk menguji pengaruh positif kecerdasan emosi dan kepuasan kerja pada customer service dengan persepsi nasabah atas kualitas layanan dari petugas customer service PT Bank UOB Indonesia. Hipotesis dalam penelitian ini adalah : 1. Kecerdasan emosi memiliki pengaruh positif dengan persepsi atas kualitas layanan, 2. Kepuasan kerja memiliki pengaruh positif dengan kualitas layanan. Penelitian ini adalah penelitian kuantitatif dengan metode pengumpulan data melalui kuesioner. Kuesioner dibagi menjadi dua, yakni kuesioner untuk customer service yang mengukur mengenai kecerdasan emosi dan kepuasan kerja serta kuesioner nasabah yang mengukur mengenai persepsi atas kualitas layanan. Kecerdasan emosi diukur dengan pendekatan Daniel Goleman dengan mengadopsi kuesioner kecerdasan emosi yang dikembangkan oleh The Consortium Research on Emotional Intelligence, kepuasan kerja diukur dengan metode Job Descriptive Index, dan kualitas layanan diukur dengan metode SERVQUAL. Responden merupakan petugas customer service di cabang utama PT Bank UOB Indonesia area Jakarta dan juga nasabah yang dilayani oleh petugas customer service tersebut. Masing-masing customer service dinilai oleh dua orang nasabah. Kuesioner dibagikan dengan Data yang diperoleh adalah sebanyak 141 sampel, dengan rincian 47 sampel customer service dan 94 sampel nasabah. Data tersebut telah memenuhi uji reliabilitas dan validitas. Hasil statistik deskriptif pada penelitian ini memperlihatkan bahwa petugas customer service yang memiliki kecerdasan emosi tinggi lebih besar (53.2%) dibandingkan dengan petugas customer service yang memiliki kecerdasan emosi rendah (46.8%) demikian pula pada variabel kepuasan kerja, petugas customer service yang memiliki kepuasan kerja tinggi lebih besar (57.4%) daripada petugas customer service yang memiliki kepuasan kerja rendah (42.6%). Dari sisi nasabah, nasabah yang memiliki persepsi kualitas layanan customer service tinggi lebih besar (51.1%) daripada nasabah yang menilai customer service memiliki kualitas layanan rendah (48.9%). Pengujian hipotesis dalam penelitian ini dilakukan dengan cara regresi linier berganda. Hasil dari penelitian ini menyatakan sebagai berikut: variabel kecerdasan emosi memiliki pengaruh positif terhadap variabel kualitas layanan dan juga variabel kepuasan kerja memiliki pengaruh positif terhadap variabel kualitas layanan.
Emotional intelligence has a strong influence on service quality (Kurian, 2013) as well as job satisfaction has an influence on service quality (Yee et al, 2008). This study aims to examine the positive influence of emotional intelligence and job satisfaction in customer service towards the customer perception of service quality on customer service officer of PT Bank UOB Indonesia. The hypotheses in this study are: 1. Emotional intelligence has a positive influence on perceived service quality; 2. Job satisfaction has a positive influence on the perceived quality. This research is a quantitative research methods which collecting data through questionnaires. The questionnaire is divided into two parts, namely a questionnaire to measure customer service regarding emotional intelligence and job satisfaction; customer questionnaires that measure the perception of service quality. Emotional intelligence measured by adopting the approach of Daniel Goleman emotional intelligence questionnaire developed by The Consortium Research on Emotional Intelligence, job satisfaction was measured by the method of Job Descriptive Index , and service quality measured by SERVQUAL method. Respondent is a customer service representative at the main branch of PT Bank UOB Indonesia in Jakarta area as well as customers served by the customer service representative. Each customer service was rated by two customers. The questionnaires were distributed with the data obtained are as many as 141 samples, with details of 47 samples for customer service and 94 samples for customer. The data has met the test of reliability and validity. Descriptive statistics on the results of this study showed that customer service personnel who had high emotional intelligence has greater number (53.2%) compared with a customer service representative who had a low emotional intelligence (46.8%) as well as job satisfaction variable, customer service representative who had high job satisfaction has greater number (57.4%) than the customer service representative who had low job satisfaction (42.6%). In terms of customers, customers whose perceived customer service had high service quality has higher number (51.1%) than customers who rate customer service had low service quality (48.9%). Testing the hypothesis in this study was done by linear regression. Results of this study declare as follows: emotional intelligence variable has a positive effect on the service quality and job satisfaction variable also has a positive effect on the service quality variable.
Kata Kunci : kecerdasan emosi, kepuasan kerja, persepsi, kualitas layanan
