PENGARUH KNOWLEDGE, SKILL, ABILITY, ATTITUDE TERHADAP KINERJA KARYAWAN JW MARRIOTT HOTEL SURABAYA - Laurencia Melinda; Stephanie Yuliana; Deborah Christine Widjaja (Jurnal Hospitality dan Manajemen Jasa, 2019)
ABSTRAKKaryawan sangat berperan penting untuk meningkatkan kinerja di hotel, sehingga perlu meningkatkan knowledge, skill, ability, attitude yang sudah dimiliki. JW Marriott Hotel Surabaya sejauh ini memiliki guest satisfaction yang tinggi. Penelitian ini ditujukan untuk mengetahui pengaruh knowledge, skill, ability, attitude terhadap kinerja karyawan JW Marriott Hotel Surabaya. Penelitian ini menggunakan metode kuantitatif kausal dengan total jumlah 110 responden yang merupakan karyawan JW Marriott Hotel Surabaya. Hasil penelitian menunjukkan bahwa variabel knowledge, skill, ability, attitude mempunyai pengaruh yang positif dan signifikan serta knowledge adalah variabel yang paling dominan berpengaruh terhadap kinerja karyawan JW Marriott Hotel Surabaya.Kata kunci : Knowledge, Skill, Ability, Attitude, Kinerja KaryawanABSTRACTEmployees play an important role to improve performance in hotel, therefore they need to improve their knowledge, skills, abilities, attitude that they already have. JW Marriott Hotel Surabaya so far has a high guest satisfaction. This study aims to determine the impact of knowledge, skill, ability, attitude on employee performance in JW Marriott Hotel Surabaya. This study using the quantitative causal method with 110 respondents who are employees in JW Marriott Hotel Surabaya. The result of this study indicated that knowledge, skill, ability, attitude variables had a positive and significant influence and knowledge had the most dominant influence on employee performance in JW Marriott Hotel Surabaya.Keywords : Knowledge, Skill, Ability, Attitude, Employee Performance