PENGARUH KOMITMEN, KETERIKATAN DAN MOTIVASI KERJA TERHADAP KUALITAS PELAYANAN PEGAWAI GENERASI MILENIAL DI INDUSTRI PERBANKAN

PAWISARI, . (2023) PENGARUH KOMITMEN, KETERIKATAN DAN MOTIVASI KERJA TERHADAP KUALITAS PELAYANAN PEGAWAI GENERASI MILENIAL DI INDUSTRI PERBANKAN. Doktor thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Di era bonus demografi, memahami karakteristik generasi milenial merupakan tantangan organisasi khususnya industri Perbankan dalam mengelola angkatan kerja generasi milenial. Ciri karakteristik positif dan negatif yang melekat pada generasi milenial perlu dipahami pimpinan organisasi untuk meningkatkan produktivitas kerja pegawai generasi milenial dalam rangka meningkatkan kinerja perusahaan. Tujuan dalam penelitian ini adalah untuk mengetahui pengaruh komitmen, keterikatan dan motivasi kerja terhadap kualitas pelayanan pegawai generasi milenial di industri perbankan. Metode penelitian yang digunakan adalah metode survei dengan teknis analisa data PLS SEM melalui program Smart PLS Versi 2 yang dilaksanakan di PT. Bank BNI KCU Makassar dengan responden pegawai generasi milenial. Hasil penelitian ini menunjukkan bahwa Motivasi Kerja berpengaruh positif tidak signifikant terhadap Komitmen Organisasi pegawai milenial di PT. Bank BNI KCU Makassar. Berdasarkan hasil uji regresi, variabel independen mempengaruhi Kualitas Pelayanan pegawai milenial di PT. Bank BNI KCU Makassar secara kuat yakni sebesar 84,2 % dan selebihnya dipengaruhi oleh faktor lain. Selain itu variabel Motivasi Kerja yang paling mempengaruhi Kualitas Pelayanan pegawai milenial di PT. Bank BNI KCU Makassar dibandingkan variabel lain. Dalam penelitian ini disarankan perlu penelitian yang mendalam tentang motivasi kerja milenial melalui komitmen organisasi terhadap kualitas pelayanan berpengaruh positif tidak signifikan yang berarti indikator indikator yang ada tidak terlalu berpengaruh terhadap kualitas pelayanan pegawai milenial. Implikasi bagi PT. Bank BNI KCU Makassar untuk melakukan upaya motivasi pegawai milenia dengan komitmen perusahaan melalui pendekatan karakteristik milenial yang lebih mendalam untuk meningkatkan Kualitas Pelayanan. Perlu adanya penelitian penelitian selanjutnya dapat mengembangkan model penelitian terbaru untuk menambah bahasan tentang milenial. Kata Kunci : Milenial, Karakteristik Milenial, Kualitas Pelayanan ********* In the era of the demographic bonus, understanding the characteristics of the millennial generation is an organizational challenge, especially managing the millennial generation workforce in the banking industry. The positive and negative characteristics inherent in the millennial generation need to be understood by organizational leaders to increase the work productivity of millennial generation employees in order to improve company performance. The aim of this study is to determine the effect of commitment, engagement and work motivation on the service quality of millennial generation employees in the banking industry. The research method used is a survey method with PLS SEM data analysis techniques through the Smart PLS Version 2 program which was carried out at PT. Bank BNI KCU Makassar with millennial generation employee respondents. The results of this study indicate that Work Motivation has an insignificant positive effect on Organizational Commitment of millennial employees at PT. Bank BNI KCU Makassar. Based on the results of the regression test, the independent variables affect the quality of service for millennial employees at PT. Bank BNI KCU Makassar is strong at 84.2% and the rest is influenced by other factors. Furthermore, the Work Motivation variable has the most influences on the Service Quality of millennial employees at PT. Bank BNI KCU Makassar compared to other variables. In this study, it is suggested that in-depth research is needed on millennial work motivation through organizational commitment to service quality which has an insignificant positive effect, which means that the existing indicators do not really affect the quality of service for millennial employees. Implications for PT. Bank BNI KCU Makassar to make efforts to motivate millennial employees with company commitment through a more in-depth approach to millennial characteristics to improve Service Quality. There is a need for further research studies to be able to develop the latest research models to add to the discussion about millennials

Item Type:	Thesis (Doktor)
Additional Information:	1). Prof.Dr. R. Madhakomala, M.Pd. ; 2). Prof.Dr. Dedi Purwana E.S., M.Bus.
Subjects:	Manajemen > Manajemen Kantor, Organisasi Manajemen > Manajemen Sumber Daya Manusia Manajemen > Perilaku Konsumen
Divisions:	PASCASARJANA > S3 Ilmu Manajemen
Depositing User:	Pawisari .
Date Deposited:	24 Sep 2024 05:34
Last Modified:	02 Oct 2024 01:04
URI:	http://repository.unj.ac.id/id/eprint/50976

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