Christa, UsupRiassy (2011) Pengaruh Human Capital, Structural Capital, Relational Capital terhadap Kinerja Layanan Bank dan Kepuasan Pelanggan. (Studi pada Industri Jasa Bank Umum di Kalteng). Doctor thesis, Universitas Brawijaya.
Abstract
Penelitian ini menganalisis hubungan antar variabel, menguji hipotesis untuk menjelaskan pengaruh hubungan human capital , structural capital , relational capital terhadap kinerja layanan bank dan kepuasan pelanggan pada bank umum di Kalteng. Hipotesis yang diuji dengan Partial Least Square (PLS) adalah pengaruh langsung dan tidak langsung variabel human capital terhadap relational capital , structural capital , kinerja layanan dan kepuasan pelanggan. Pendekatan penelitian menggunakan pendekatan kuantitatif melalui metode survei, didukung dengan analisis deskriptif kuantitatif terhadap nilai dibalik hasil penelitian untuk mempertegas dan memperkuat deskripsi kuantitatif didalam pembahasan dan interpretasi hasil analisis. Populasi penelitian adalah semua kantor cabang dan cabang pembentu bank umum di Kalteng dengan jumlah sampel terpilih sebanyak 42 unit kantor cabang dan cabang pembantu dalam empat bank, ditentukan dengan metode purposive sampling . Responden penelitian dipilih lima karyawan bank dan lima pelanggan dari masing-masing unit sampel penelitian. Temuan penelitian ini mendukung pendapat bahwa, human capital, structural capital, relational capital berpengaruh positif signifikan meningkatkan kinerja bisnis perusahaan. Pengembangan model penelitian menyumbangkan konsep bahwa hubungan human capital, structural capital, relational capital signifikan membentuk kinerja layanan bank ( Servperf ) dan kepuasan pelanggan, namun hasil penelitian belum bisa digeneralisasikan pada semua jenis jasa bank.
English Abstract
This study analyzed the influence of interrelated variables to explain the influences of human capital, structural capital, and relational capital toward bank service performance and customer satisfaction of commercial banks in Central Kalimantan. The hypotheses were tested by Partial Least Square (PLS) are the direct and indirect influences of human capital variable to other variables which are relational capital, structural capital, bank service performance, and customer satisfaction. This research used a quantitative approach through survey method and was supported by quantitative descriptive analysis on the values behind the research results to reinforce and strengthen the quantitative description in the discussion and interpretation of the result analysis. The study population was all the branch and sub-branch offices of commercial banks in Central Kalimantan, with the number of sample units as many as 42 branch and sub-branch offices of four banks which were determined by purposive sampling method. The research respondents were five employees and five customers selected from each sample unit. The findings of this study support the notion that human capital, structural capital, and relational capital have positive and significant influence in improving the performance of the company`s business. The model development of this study has contributed a concept that the relationship among human capital, structural capital, and relational capital significantly shape the bank services performance (servperf) and customer satisfaction. However, the research results cannot be generalized to all types of bank services.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/658.3/CHR/p/061103197 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.3 Personnel management (human resource management) |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 14 Sep 2011 10:19 |
| Last Modified: | 21 Feb 2024 02:28 |
| URI: | http://repository.ub.ac.id/id/eprint/161155 |
![[thumbnail of Usup Riassy Christa.pdf]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text
Usup Riassy Christa.pdf Download (4MB) |
Actions (login required)
 |
View Item |