Sasongko, James Waskito
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Self-confidence and Stress Coping Among Hotel Employees Handling Guests' Complaints Retno, Desak Nyoman Arista; Sasongko, James Waskito; Oetomo, Hasan
ANIMA Indonesian Psychological Journal Vol 25 No 4 (2010): ANIMA Indonesian Psychological Journal (Vol. 25, No. 4, 2010)
Publisher : Faculty of Psychology, Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/aipj.v25i4.4226

Abstract

The purpose of this research is to find out the correlation between hotel employees’ self-confidence and stress coping when they are handling guests’ complaints. The subjects of this research are hotel employees positioned in front-office departments, housekeeping departments, and food and beverage departments of three five-star hotels in Bali. The subjects are selected according to purposive sampling technique. The data is taken from questionnaires and is analyzed by using regression analysis from Statistic Programs SPPS. According to regression analysis data process, a .719 correlation coefficient is obtained with F value of 68.644 (p < .000) which indicates significant correlation of independent variables (self-confidence) towards dependent variables (stress coping). The result of this research shows that self-confidence has correlation with employees’ stress coping when they are handling guests’ complaints. Penelitian ini dilakukan untuk mengetahui hubungan kepercayaan diri karyawan hotel terhadap stress coping ketika menangani keluhan tamu. Subyek penelitian merupakan karyawan hotel departemen front office, housekeeping, dan food and beverage dari tiga hotel bintang lima di Bali yang diambil menggunakan teknik pengambilan sampel purposive sampling. Pengambilan data dilakukan menggunakan kuesioner dan dianalisa menggunakan analisis regresi melalui program statistik SPSS. Berdasarkan pengolahan data diperoleh nilai koefisien korelasi sebesar .719 dengan F regresi sebesar 68.644 pada nilai p .000, menunjukan adanya hubungan yang signifikan dari variabel bebas (kepercayaan diri) dengan variabel tergantung (stress coping). Hasil ini menunjukkan bahwa kepercayaan diri memiliki hubungan terhadap stress coping pada karyawan hotel ketika menangani keluhan tamu.
Pengaruh Faktor-Faktor Pemelajaran Terhadap Manfaat Pelatihan Ditinjau Dari Perspektif Peserta Pelatihan Sasongko, James Waskito
ANIMA Indonesian Psychological Journal Vol 20 No 3 (2005): ANIMA Indonesian Psychological Journal (Vol. 20, No. 3, 2005)
Publisher : Faculty of Psychology, Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/aipj.v20i3.4479

Abstract

Training outcome is determined simultaneously by specific learning factors, such as training materials, training instructors/trainers, training methods, trainee's interest. Training outcome is usually represented by the result of performance appraisal, but the fact shows that trainees perceive that good result of performance appraisal is not caused by training program. This study aims to find how the four learning factors above affect the result of training as perceived by the trainees. Using regression analysis for 65 samples of data, the result showed that the four learning factors gave significantly simultaneous effect to the training outcome as perceived by trainees. Training materials gave the most effective contribution to the training outcome, followed by individual interest, training method and training instructor/trainer. Manfaat pelatihan secara bersamaan dipengaruhi oleh faktor-faktor pemelajaran, meliputi materi pelatihan, penyampai materi (trainer), metode pelatihan dan Ketertarikan pribadi peserta pelatihan. Manfaat pelatihan biasanyadianggap terwakili oleh hasil penilaian kerja, tapi terdapat beberapa faktabahwapenilaian kerja menunjukan hasil yang bagus meskipun karyawan tidak merasa mendapat manfaat dari pelatihan, atau justru sebaliknya. Penelitian ini ingin mengetahui bagaimana keempat faktor tersebut mempengaruhi timbulnya manfaat pelatihan bagi peserta. Melalui analisis regresi terhadap data 65 sampel, terbukti bahwa keempat faktor tersebut secara bersamaan memberi pengaruh yang signifikan terhadap tercapainya manfaat pelatihan ditinjau dari perspektif peserta pelatihan; dengan kontribusi faktor materi memberikan paling tinggi pada manfaat pelatihan, disusul faktor ketertarikan individu, faktor metode dam kemudian faktor trainer.