Label: family

Label: family

Perkembangan pesat perbankan syariah yang tidak diimbangi dengan market share industri-nya, secara langsung menggambarkan peluang dan permasalahan tersendiri bagi perbankan syariah. Upaya untuk meningkatkan market share pada dasarnya bisa dilakukan dengan mempelajari perilaku nasabah yang ada, yakni dengan mempelajari motivasi mereka dalam bertransaksi dengan perbankan syariah.

Dengan menggunakan keranga Theory of Planned Behavior, penelitian ini bertujuan untuk mengetahui bagaimanakah pengaruh sikap terhadap perilaku (attitude towards behavior), norma subjektif (subjective norms) dan persepsi perilaku pengendali (perceived control behavior) terhadap perilaku nasabah dalam bertransaksi dengan Bank Syariah di Kota Malang.

Penelitian ini merupakan penelitian eksplanatif (explanatory research) dengan pendekatan kuantitatif. Data yang digunakan pada penelitian ini adalah data primer yang bersifat kualitatif yang kemudian dikuantitatifkan dengan menggunakan skala likert. Instrumen penelitian adalah kuisioner yang dibagikan kepada 100 responden yang merupakan nasabah dari Bank Mummalat dan Bank Syariah Mandiri. Hasil penelitian kemudian diuji dengan uji regresi berganda dan uji hipotesis.

Hasil penelitian menunjukkan adanya pengaruh yang signifikan dari sikap terhadap perilaku (attitude toward behavior), norma subjektif (subjevtive norm), dan persepsi pengendalian perilaku (perceived control behavior) terhadap keputusan nasabah untuk bertransaksi dengan perbankan syariah. Dari ketiga variabel independen, terbukti bahwa variabel sikap terhadap perilaku (attitude toward behavior) merupakan varibel yang berpengaruh paling dominan terhadap keputusan nasabah untuk bertransaksi dengan perbankan syariah. Variabel berpengaruh dominan kedua adalah perceived control behavior dan ketiga adalah subjective norm.

Writen by:

Anita Wijayanti, SE, MSA, Ak

Ananda Sabil Hussein, SE, MSM

Eris Tri Kurniawati, SE, MM, Ak

The findings of this report come from the interview with an employee and HR manager of New Zealand based company – Pacific Flight Catering. The interview topic is based on training and development procedures and activities in the company. The company currently has three main training programs including induction for new staff, refresher training and additional training. After reviewing the training procedures of the company, most procedures are conformed to relevant theories and concepts. However, there are still some areas which the company can improve such as, employee performance evaluation method.

Writen by:

Ananda Sabil Hussein, SE, MSM

In this current year, customer satisfaction is not being a main concern for either practicion or academician. It is happened because people has widely known that customer satisfaction would make companies can save the cost to retain the customers. Teoritically, customer satisfaction could be provided through the creation of service quality. In other words, by perceiving high quality of service, customers would satisfy with the services that are offered. In order to deliver high quality of service which lastly provide customer satisfaction, service companies need to have high quality human resources who could show the best performance.

The purpose of this study is to explain the impact of job satisfaction on OCB, job satisfaction and OCB on service quality and job satisfaction, OCB and service quality on customer satisfaction.

All of the contact employees in Malang post offices were the population of this research. Sample was collected through two steps. The first step was counting the amount of contact employee samples by using Slovin equation and based on that equation there were 70 samples used. Second step was determining the sample for customer group by using quota sampling technique. Due to the data should be in pair, thus 70 samples were collected from customer. Path analysis was used to answer the hypotheses.

The result of this research indicates several finding. First of all, job satisfaction affects organizational citizenship behavior directly. It is happened because the satisfied employees would act extra roles voluntarily to support the organization. Secondly, job satisfaction and OCB concurrently affects service quality. It can be interpreted that employees who satisfy and willing to do extra roles would deliver high quality of services to customers. The third result shows that service quality in a direct way affects customer satisfaction. However due to the interaction between employees and customers is not intensive, job satisfaction and OCB do not affect customer satisfaction directly. Both of them affect customer satisfaction indirectly through service quality.