ANALISA PENGARUH JOB SATISFACTION TERHADAP EMPLOYEE PERCEIVED SERVICE QUALITY (EPSQ) DENGAN MEDIASI AFFECTIVE COMMITMENT (AC) DI SURABAYA SUITE HOTEL

Claudia Alvelina, Vili Vilandari Engriwan

Abstract


Memasuki era globalisasi saat ini pertumbuhan pariwisata di Indonesia semakin berkembang pesat, khususnya dalam bidang perhotelan dimana setiap hotel dituntut untuk menciptakan keunggulan kompetitif agar mampu bertahan, yaitu dengan memberikan kualitas layanan terbaik yang merupakan salah satu prioritas bagi setiap hotel. Oleh karena itu penelitian ini dilakukan untuk mengetahui pengaruh Perceived Organizational Support Terhadap Employee Perceived Service Quality dan Affective Commitment Sebagai Variable mediasi. Structural Equation Modeling (SEM) dengan metode Partial Least Square digunakan dalam penelitian ini. Hasil penelitian adalah Job Satisfaction berpengaruh secara positif dan signifikan terhadap Affective Commitment, Affective Commitment berpengaruh secara positif tetapi tidak signifikan terhadap Employee Perceived Service Quality, Job Satisfaction berpengaruh positif dan signifikan terhadap Employee Perceived Service Quality, Affective Commitment adalah variabel yang tidak harus ada antara Job Satisfaction dan Employee Perceived Service Quality.


Keywords


Job Satisfaction, Affective Commitment, Employee Perceived Service Quality

Full Text:

PDF

References


Arikunto, S. (2002). Metodologi Penelitian. Jakarta : PT. Rineka Cipta.

He, Ping. (2008). An Investigation ofthe Antecedents and Consequences of Affective Commitment in a U.S. Hospitality Organization. Journal of Hospitality and Tourism Management.

Kaihatu, T.S., Kartika, E.W., Nugroho, A., & Han, S.T. (2012). Komitmen Afektif Dalam Organisasi yang Dipengaruhi Percieved Organizational Support dan Kepuasan Kerja. Jurnal Manajemen dan Kewirausahaan, 14(2), 109-117.

Kurnia, N. (2011). Model hubungan tactic knowledge dan kinerja individu pada balai riset dan standarisasi industri (TA No. 0806367355/TI/2006). Unpublised Undergraduate Thesis, Universitas Indonesia, Depok.

Luthans, F. (1995). Organizational Behavior, Seventh Edition. McGraw-Hill, Inc.,New York.

Malhotra, N. & Mukherjee, A. (2003). Analysing the Commitment – Service Quality Relationship: A Comparative Study of Retail Banking Call Centres and Branches. Journal of Marketing Management, 19, 941-971.

Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occupations: Extension and test of a three-component conception. Journal of Applied Psychology, 78(4), 538-551.

Mowday, R.T., Porter, L.W., & Steers R.M. (1982). Employee Organization Lingkages: The Psychology of Commitment, Absenteeism and Turnover. New York : Academic Press.

Moyes, G.D. & Redd, T.C. (2008). Empirical Analysis of Factors Influencing the Level of Job Satisfaction of Caucasian And Hispanic Accounting Professionals. International Business & Economics Research Journal, 7(10).

Okpara, J.O. (2004). Personal characteristics as predictors of job statisfaction: An explanatory study of IT managers in developing country. Journal Information Technology & People, 17, 327-338.

Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multi- item Scale for Measuring Consumer Perceotions of Service Quality. Journal of Retailing, 64(1), 12 40.

Perdue, R.R., Murmann, S.K., & He, P. (2012). Management Commitment and Employee Percieved Srevice Quality: The Mediating Role of Affective Commitment. The Journal of Applied Management and Entrepreneurship, 17(3), 79-97.

Sugiyono. (2004). Metode Penelitian Bisnis. Bandung : Alfabeta, CV.

Sukotjo, H. (2011). Pengaruh Kepuasan Kerja Terhadap Kualitas Pelayanan, Kepuasan Pelanggan dan Loyalitas Pelanggan pada Perguruan Tinggi Swasta (PTS) di Jawa Timur. Jurnal Aplikasi Manajemen, 9(2), 650-658.

Sutrisno, E. (2007). Manajemen Sumber Daya Manusia. Jakarta : Kencana.

Yucel, I. (2012). Examining the Relationships among Job Satisfaction, Organizational Commitment, and Turnover Intention: An Empirical Study. International Journal of Business and Management, 7(20), 44-58.


Refbacks

  • There are currently no refbacks.