Analisa Pengaruh Performance Management System Terhadap Service Quality dengan Service Climate Sebagai Intervening

Candra, Dina Octavia (2010) Analisa Pengaruh Performance Management System Terhadap Service Quality dengan Service Climate Sebagai Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This study aims to investigate the effects of performance management system to service quality with service climate as an intervening at several banks in the Batam, both government banks, private and foreign banks. Government owned bank that was taken in this research such as BNI, BRI, BTN, and Bank Mandiri. Private banks taken in this study as BII, BCA, Bank Sinarmas, Bank Panin, Bank Ekonomi, Bank Mega and Bank Mestika. Meanwhile, foreign-owned bank that was taken in this research is HSBC. Statistical methods used to test the research hypothesis is a simple regression method with the individual level of analysis units. As an independent variable is the performance management system, while as the dependent variable is the service quality and the intervening variables that are used are service climate. Primary data obtained directly from the object of research. Research respondents are frontline bank employees and customers who transact on the bank. A total of 110 questionnaires distributed to frontline bank employees and 110 questionnaires to our customers. Sampling method used is the sample selection based on quota (quota sampling). The results showed that the performance management system impact on service climate. Service climate impact on service quality. Performance management system impact on service quality. Keywords: Performance management system, Service climate, Service quality.

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