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Nurfitriani Nurfitriani, Nurfitriani
Program Studi Ilmu Pemerintahan Fakultas Ilmu Sosial dan Ilmu Politik Universitas Muhammadiyah Makassar
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Pengaruh Emotional behavior dan motivasi kerja terhadap kinerja dengan Burnout sebagai mediasi (Studi Pada Frontliner di Coffeeshop Samarinda) Anwar, Muhammad Hairil; indrawati, Andi; Nurfitriani, Nurfitriani
Jurnal Locus Penelitian dan Pengabdian Vol. 5 No. 1 (2026): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v5i1.5435

Abstract

The coffee shop industry in Indonesia has experienced rapid growth with intense competition, requiring frontliners to display positive emotional behavior in serving customers. However, high emotional demands can potentially cause burnout which may decrease employee performance. This study aims to analyze the effect of emotional behavior and work motivation on the performance of coffee shop frontliners in Samarinda City with burnout as a mediating variable. The research method uses a quantitative approach with convenience sampling technique, involving 30 coffee shop frontliner respondents in Samarinda. The research instrument consisted of a questionnaire with a 5-point Likert scale that has been tested for validity and reliability. Data analysis used Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. The results show that emotional behavior and work motivation have no significant effect on frontliner performance or burnout. Conversely, burnout was proven to have a negative and significant effect on performance (significance 0.010), meaning that the higher the level of burnout, the lower the frontliner performance. The Sobel mediation test shows that burnout does not mediate the relationship between emotional behavior and performance or between work motivation and performance. This finding indicates that burnout acts as an independent variable that directly affects performance, not as an intervening variable. This study concludes that burnout is a key factor determining the quality of coffee shop frontliner performance, therefore coffee shop managers need to focus on burnout prevention and management strategies to maintain optimal service performance.
ANALISIS PERBEDAAN TINGKAT KEPUASAN PELANGGAN ANTARA PENGGUNA GOJEK DAN GRAB DI LINGKUNGAN UNTAG SAMARINDA Solihin, Danna; Nurfitriani, Nurfitriani; Indrawati, Andi; Yudhyani, Eka
Jurnal GeoEkonomi Vol. 15 No. 1.2024 (2024): EDISI KHUSUS SEMNAS FEB-UNIBA 2024
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Balikpapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36277/geoekonomi.v15i1.2024.455

Abstract

Online transportation is a menas of transportation that uses technological advances based on applications and allows orders and payments to be made by the application at the same time. The transportation industry looks profitable, examples of companies in the transportation industry that are developing rapidly are Gojek, Grab and Maxim. However, the most dominant rivalry in the transportation industry is between Gojek and Grab. This research purpose to compare the level of customer satisfaction between Gojek and Grab users. This research uses quantitative methods with primary data source collect through distributing questionnaires to Gojek and Grab users in Samarinda City, East Kalimantan. The results of the research after conducting and distributing the questionnaire that was created, we concluded that the comparison between Gojek and Grab doesn’t have a significant difference, because both applications have almost the same features and the average user only uses one of the two applications.
PENGEMBANGAN MODEL EVALUASI KINERJA SDM BERBASIS BALANCED SCORECARD: STUDI PADA PERUSAHAAN JASA KONSULTAN Nurfitriani, Nurfitriani; Kulsum, Umi; Sunarto, Sunarto; Heriyanto, Heriyanto
Jurnal GeoEkonomi Vol. 15 No. 1.2024 (2024): EDISI KHUSUS SEMNAS FEB-UNIBA 2024
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Balikpapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36277/geoekonomi.v15i1.2024.456

Abstract

This research aims to develop a Balanced Scorecard-based Human Resources (HR) performance evaluation model that suits the needs and characteristics of consulting services companies. Through a qualitative approach, data was collected through in-depth interviews, participant observation, and document analysis from five different consulting companies. The results of the analysis show that HR performance evaluation practices tend to be separated from the strategic planning process and are not aligned with the company's long-term goals. Based on these findings, a Balanced Scorecard-based HR performance evaluation model was developed, which includes financial, customer, internal process, and learning and growth dimensions. This model was then validated and field tested, which demonstrated its validity, relevance and implementability in the context of consulting services companies. The practical implication of this research is the importance of aligning performance evaluation with strategic planning to increase the effectiveness of HR performance management and support the achievement of consulting companies' business goals.
Co-Authors A. Syatir Sofyan Abdul jalil Abdurrahman Mansyur Ade Lestari ADINDA PRATIWI, PUTRI Ahmad Taufik Aisya, Sitti Akhmad Al Aidhi Al Fajri, Jufri Amellia, Ade Yuli Andi Indrawati Andi Niartiningsih Anggraini, Novia Dwi Anwar, Muhammad Hairil Arifahrahmi, Arifahrahmi Arifarahmi, Arifarahmi Ariyanto Ariyanto Armina, Armina Baehaqi Bambang Widjajanta, Bambang Calcio, Anggun Catur Kumala Dewi Christian Adi Prasetyo Danna Solihin Dhuha, Alief Edwin Widodo Efni, Nel Eka Malfasari Eka Yudhyani Eka Yudhyani, Eka Erna Octavia, Erna Fadli, Sofiansyah Fadli Fatimawali . Febryanti, Annisa Findi, Nadia Fitria, Neny Fuadah, Hanis Gustina, Ira Haekal, Ahmad Hamrun HANDAYANI, R. SRI Haryadi, Rina Masithoh Heriyanto Heriyanto HUDA, MUHAMMAD MIFTAKHUL Hurruzia, Muhammad Fadhil Iftitah, Iftitah Irawan, Audrey Allya Irlandes, Ciria Islahiyah, Islahiyah Jayawarsa, A.A. Ketut Juanto, Ade Julaecha, Julaecha Kaseng, Ernawati S Lili Adi Wibowo Malik, Nurintan Mamuaya, Gybert E. Maulana Ashari Mene Paradilla Miko Eka Putri Mila Triana Sari Mochamad Nursiyam Barkah Muhammad Hidayat Muhammad Wiharto Muhammad Zulkifli, Muhammad Nadivah, Nadivah Noval Noval Noval Noval Novita Sari Nur, Nurul Hidayah Nurfadhilah, Nurfadhilah Nuriatullah Nuriatullah Nurita, Suci Rahmani Nursyamsu, Nursyamsu Nurul Hidayah Nur Pebrianti, Dwi Kartika Perwitasari, Tuhu Pratiwi, Herlina Pratiwi, Putri Indah Primajayanti, Angelia PURWANTI PURWANTI Putri, Melisya Rahmadhani, Dwi Yunita Rahmawati, Helfi Ramadhani, Dwi Yunita Rendi Rendi, Rendi Rignolda Djamaluddin Rizki, Safana Aulia Rohani Rohani Rusanti, Ega Sabrianti, Desy Safitri, Laila Sandy Nur Eko Wibowo Sari, Winda Purnama Seftianur, Muh Achzani Siswahyudianto Sofyan, Syaakir Solihin, Danna Sri Anggraeni Sriyanto, Sesar Prabu Dwi Sukmayu, Maharani Sunarto Sunarto Tina Yuli Fatmawati Trisnadiansyah, Mochamad Ridfan Umi Kulsum VEVI SURYENTI PUTRI, VEVI SURYENTI Wafiah Murniati Widya Hary Cahyati Widya Karmila Sari Achmad Yatimantoro, Tatok Yudhi Listiawan Yuliana Yuliana Yunita, Ananda Evi Yusran, Nadilah Yusup Junaedi Zahra Zahra Zilfana, Zilfana Zulfiarini, Febriana Maya Zulfiarini, Febriana Maya