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Kunartinah Kunartinah
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PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA BENGKEL AHASS PATI Ari Setiawan, 08.05.51.0144 Bayu; kunartinah, Kunartinah
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
Publisher : Students Journal of Economic and Management

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This research was based the existence of complaints or customer dissatisfaction over the services provided bengkel PT. Astra International Tbk Honda Sales Office Pati. Complaints should be addressed properly by the partiesbengkel PT. Astra International Tbk Honda Sales Office Pati, because if not addressed properly, then the customer will tell a disappointing experience to others, so that will worsen the image and the existence of the workshop. Complaints can be minimized by taking the necessary steps, so customers will feel satisfied with the services and support provided by the workshop. Customer satisfaction in the long term to create customer loyalty towards bengkel PT. Astra International Tbk Honda Sales Office Pati. The purpose of this study wa to analyze the impact of service quality, including physical evidence, reliability, responsiveness, assurance and empathy towards customer satisfaction bengkel PT. Astra International Tbk Honda Sales Office Pati. This research was conducted using questionnaires to 100 people bengkel PT. Astra International Tbk Honda Sales Office Patisubscribers obtained by using accidental sampling technique. We then performed an analysis of data obtained in the form of quantitative and qualitative analysis. A quantitative analysis include validity and reliability test, the classic assumption test, multiple regression analysis, Goodness ofFit tests through the F test and t test and coefficient of determination (R²). Qualitative analysis is an interpretation of the data obtained in this study, and results of data processing that have been implemented with a description and explanation. The results showed that the coefficient of determination shown in the Adjusted R Square of 0.542, which means that customer satisfaction can be explained by the five independent variables in this research that physical evidence, reliability, responsiveness, assurance and empathy is 54.2%. The remaining 45.8% can be explained by other variables outside of the five variables used in this study. Partially based on the results of t test variables in this study has positive and significant in which physical evidence has the greatest influence than other variables in this study, whereas responsiveness has the smallest influence on customer satisfaction. F test results indicate that simultaneously or jointly variables in this research that physical evidence, reliability, responsiveness, assurance and empathy have a positive and significant impact on customer satisfaction.Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction
PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA BENGKEL AHASS PATI Setiawan, Bayu Ari; kunartinah, Kunartinah
Students Journal of Accounting and Banking Vol 1, No 1 (2012): Vol. 1 No. 1 Edisi Pertama 2012
Publisher : Students Journal of Accounting and Banking

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Abstract

This research was based the existence of complaints or customer dissatisfaction over the services provided bengkel PT. Astra International Tbk Honda Sales Office Pati. Complaints should be addressed properly by the partiesbengkel PT. Astra International Tbk Honda Sales Office Pati, because if not addressed properly, then the customer will tell a disappointing experience to others, so that will worsen the image and the existence of the workshop. Complaints can be minimized by taking the necessary steps, so customers will feel satisfied with the services and support provided by the workshop. Customer satisfaction in the long term to create customer loyalty towards bengkel PT. Astra International Tbk Honda Sales Office Pati. The purpose of this study wa to analyze the impact of service quality, including physical evidence, reliability, responsiveness, assurance and empathy towards customer satisfaction bengkel PT. Astra International Tbk Honda Sales Office Pati.This research was conducted using questionnaires to 100 people bengkel PT. Astra International Tbk Honda Sales Office Patisubscribers obtained by using accidental sampling technique. We then performed an analysis of data obtained in the form of quantitative and qualitative analysis. A quantitative analysis include validity and reliability test, the classic assumption test, multiple regression analysis, Goodness ofFit tests through the F test and t test and coefficient of determination (R²). Qualitative analysis is an interpretation of the data obtained in this study, and results of data processing that have been implemented with a description and explanation.The results showed that the coefficient of determination shown in the Adjusted R Square of 0.542, which means that customer satisfaction can be explained by the five independent variables in this research that physical evidence, reliability, responsiveness, assurance and empathy is 54.2%. The remaining 45.8% can be explained by other variables outside of the five variables used in this study. Partially based on the results of t test variables in this study has positive and significant in which physical evidence has the greatest influence than other variables in this study, whereas responsiveness has the smallest influence on customer satisfaction. F test results indicate that simultaneously or jointly variables in this research that physical evidence, reliability, responsiveness, assurance and empathy have a positive and significant impact on customer satisfaction.Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction.
PENGARUH KEPUASAN KERJA, BUDAYA ORGANISASI DAN MOTIVASI KERJA TERHADAP KINERJA DENGAN MEDIASI OCB (Organization Citizenship Behavior) PADA KARYAWAN KONTRAK PT AST Ratna Pravitasari, Niken; Kunartinah, Kunartinah
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
Publisher : Students Journal of Economic and Management

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PT AST merupakan salah satu organisasi bisnis yang bertujuan untuk memperoleh keuntungan. Di mana perusahaan ini bergerak di bidang produksi barang elektronik. Untuk mampu menghasilkan produk yang sesuai pesanan terkadang PT. AST memerlukan tambahan karyawan karena terkadang jumlah karyawan yang dimiliki belum mampu memenuhi pesanan dari pelanggan. Untuk mengatasi hal tersebut mulai tahun 2008 PT. AST melakukan perekrutan karyawan dengan status karyawan kontrak. Perilaku karyawan yang cenderung individulis tersebut kurang mendukung tercapainya kinerja maksimal diindikasikan merupakan perilaku yang berbanding terbalik dengan OCB (Organizational Citizenship Behavior). Setelah lima tahun sejak diberlakukannya system kontrak, perusahaan melakukan evaluasi mengenai kecenderungan rendahnya kinerja dan OCB. Hasil wawancara dengan bagian sumber daya manusia menunjukkan bahwa selain tidak tertanamnya budaya organisasi sesuai yang diharapan manajemen, rendahnya kepuasan kerja serta motivasi kerja diduga menjadi faktor penghambat terciptanya OCB dan peningkatkan kinerja.  Berdasarkan fenomena yang terjadi di PT AST penelitian ini menguji “Pengaruh Kepuasan Kerja, Budaya Dan Motivasi Kerja terhadap  Kinerja Dengan Mediasi OCB (Organizational Citizenship Behavior) Pada Karyawan Kontrak di PT AST”. Populasi penelitian ini adalah seluruh karyawan kontrak PT AST sebanyak 239 karyawan. Dari 239 karyawan diketahui 142 diantaranya adalah karyawan kontrak, dari dari 142 karyawan dietahui terdapat 114 yang memiliki masa kerja 1 tahun (atau lebih) sedangkan 28 lainnya memiliki masa kerja kurang dari 1 tahun saat penelitian dilakukan. Berdasarkan penyebaran terhadap 114 karyawan didapatkan 108 kuesioner kembali namun demikian terdapat 3 kuesioner yang banyak tidak diisi, sehingga didapatkan 105 kuesioner yang selanjutnya dijadikan sebagai bahan analisis. Untuk menguji hipotesis satu penelitian ini digunakan regresi linier berganda. Berdasarkan analisis yang dilakukan penelitian ini membuktikan bahwa: (1) Kepuasan kerja, budaya organisasi, dan motivasi kerja terbukti berpengaruh positif dan signifikan terhadap OCB (2) Kepuasan kerja, budaya organisasi, motivasi kerja dan OCB berpengaruh positif dan signifikan terhadap kinerja karyawan (3) Kepuasan kerja memiliki pengaruh yang lebih besar terhadap kinerja karyawan bila dibandingkan dengan budaya organisasi, motivasi kerja dan OCB. (4) Variasi perubahan OCB karyawan dapat dijelaskan oleh  kepuasan kerja, budaya organisasi dan motivasi kerja. (5)  Variasi perubahan kinerja dapat dijelaskan oleh kepuasan kerja, budaya organisasi, motivasi kerja. (6)  OCB tidak memediasi pengaruh kepuasan kerja, budaya organisasi, dan motivasi kerja terhadap kinerja karyawan Kata kunci: kepuasan kerja, budaya organisasi, motivasi kerja, OCB dan kinerja
ANALISIS PENGARUH KOMPENSASI DAN PENGEMBANGAN KARIER TERHADAP KEPUASAN KERJA DENGAN MEDIASI MOTIVASI KERJA (Studi pada PNS di Sekretariat Daerah Kabupaten Pekalongan) Dwi Nugroho, Agus; Kunartinah, Kunartinah
Students Journal of Accounting and Banking Vol 1, No 1 (2012): Vol. 1 No. 1 Edisi Pertama 2012
Publisher : Students Journal of Accounting and Banking

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Penelitian ini bertujuan untuk menganalisis pengaruh kompensasi dan pengembangan karier terhadap kepuasan kerja dengan mediasi motivasi kerja. Kuesioner skala Likert 1-7 digunakan sebagai instrumen untuk memperoleh data. Uji validasi instrumen menggunakan analisis faktor, uji reliabilitas menggunakan standar alpha 0,6. Alat analisis yang digunakan adalah regresi linear berganda. Untuk menguji pengaruh variabel secara parsial digunakan uji signifikansi pengaruh parsial menggunakan a 5%. Untuk menguji efek mediasi digunakan analisis jalur (Uji Path). Obyek penelitian ini adalah pegawai nergeri sipil (PNS) di Sekretariat Daerah Kabupaten Pekalongan, dengan populasi sebanyak 255 orang dan yang dijadikan sampel atau responden sebanyak 108 orang. Berdasarkan pengujian regresi linear berganda persamaan I, variabel kompensasi dan pengembangan karier berpengaruh positif dan signifikan terhadap variabel motivasi kerja. Pada pengujian determinasi diperoleh Adjusted R Square = 0,474 berarti sebesar  47,4% perubahan dari variabel motivasi kerja dapat dijelaskan oleh variabel kompensasi dan pengembangan karier. Dari pengujian regresi linear berganda persamaan II, variabel kompensasi, pengembangan karier dan motivasi kerja berpengaruh positif dan signifikan terhadap variabel kepuasan kerja. Diperoleh hasil sumbangan terbesar terhadap variabel kepuasan kerja adalah variabel kompensasi  sebesar 0,524  dan uji determinasi dihasilkan Adjusted R Square = 0,727 berarti sebesar 72,7% perubahan dari variabel kepuasan kerja dapat dijelaskan oleh variabel kompenasi, pengembangan karier dan motivasi kerja. Dari hasil penelitian ini dapat diupayakan untuk meningkatkan kepuasan kerja di lingkungan Sekretariat Daerah Kabupaten Pekalongan dengan cara menerapkan kompensasi dan pengembangan karier yang tepat serta meningkatkan motivasi kerja , sebagai salah satu upaya pemeliharaan sumber daya manusia dalam organisasi, Kata Kunci     :   Kompensasi, Pengembangan Karier, Motivasi Kerja dan  Kepuasan Kerja.
PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI MEDIASI (Studi Kasus Pada Banaran Resto di Kampoeng Kopi Banaran Bawen, Kabupaten Semarang) Ludfi Andri Permana, 10.05.51.0142; Kunartinah, Kunartinah
Students Journal of Economic and Management Vol 3, No 2 (2014): Vol. 3 No. 2 Edisi Oktober 2014
Publisher : Students Journal of Economic and Management

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The purpose of the research is to explain the effects of service quality to customers’ loyalty and customers’ satisfaction as the mediation. The population of the research is the customers of Kampoeng Kopi Banaran, located at Jalan raya Bawen – Solo Km 1,5 Bawen, Semarang Regency with an average of 6,692 customers per a month. The sample of the research is 100 customers. The sampling technique uses purposive sampling (sampling with the goal). The types of the data and the data collection techniques use primary data. The analysis technique uses the instrument test, path analysis ,coefficient of determination, F - test, t - test and mediation mediation. The results show that : (1). service quality has significant positive effect on customers’ satisfaction. ( 2 ) . service quality has significant positive effect on consumers’ loyalty. (3). Customers’ satisfaction has a significant positive effect on consumers’ loyalty. (4). Quality of service and customers’ satisfaction affects customers’ loyalty. The influence of Quality of service and customers’ satisfaction to customers’ loyalty is 79.8%. (5). Customers’ satisfaction is a variable that mediates between service quality to customers’ loyalty, because the quality of service to customer loyalty the quality of service to customer loyalty influent customer satisfaction is bigger than the direct effect of service quality on customer loyalty indirectly.Keywords : Service Quality, Customer Satisfaction, Customer Loyalty
ANALISIS PENGARUH KOMPENSASI DAN PENGEMBANGAN KARIER TERHADAP KEPUASAN KERJA DENGAN MEDIASI MOTIVASI KERJA (Studi pada PNS di Sekretariat Daerah Kabupaten Pekalongan) Dwi Nugroho, Agus; Kunartinah Kunartinah
Jurnal Bisnis dan Ekonomi Vol 19 No 2 (2012): Vol. 19 No. 2 SEPTEMBER 2012
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Stikubank

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This research aims to analyze the impact of Compensation and Career Development toward Job Satisfication with JobMotivation as mediation. Questioner with 1-7 Likert scale is used as instrument to obtain the data. To test validity, thisresearch uses factor analysis and to test the reliability usus standard of apha 0,6. Linear regression is used as analysismethod. To test the influence of variable partially uses significancy test as 5 percent, while to test the mediation impact usesPath Analysis. Object of this researchis the civil servants at Regency Secretary of Pekalongan Regency with 255 peoples aspopulation and 108 peoples as responden. Based on the multiple linear regression analysis model I, compensation and careerdevelopment variable have positive effect and significant to job motivation variable. From determination Adjusted R Square =0,474, means that 47,4 percent change of in job motivation variable is explained by compensation and career developmentvariable. From the multiple linear regression analysis model II, compensation, career development and job motivationvariable have positive effect and significant to job satisfaction variable. To be found that highest contribution for jobsatisfaction variable is from compensationt variable 0,524 and Adjusted R Square = 0,727, means that 72,7 percent changeof job satisfaction variable explained by compensation, career development and job motivation variable. The result of thisresearch can be effort to increase civil servants at Regency Secretary of Pekalongan Regency’s job satisfication by giving theright of compensation and career development, with increasing job motivation, it is one of way to effort human resourcesretention in an organization.Key words: compensation, career development, job motivation and job satisfication
Co-Authors 08.05.51.0144 Bayu Ari Setiawan 10.05.51.0142 Ludfi Andri Permana Agus Dwi Nugroho Bayu Ari Setiawan Dwi Nugroho, Agus Niken Ratna Pravitasari