Rahayu, Rita Putri and Drs. Sunaryo, (2022) Implementasi Manajemen Kinerja Sumber Daya Manusia Dalam Meningkatkan Kualitas Pelayanan Di Pt. Bank Sinarmas (Tbk) – Unit Usaha Syariah Kcs Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengidentifikasi implementasi manajemen kinerja sumber daya manusia dalam meningkatkan kualitas pelayanan di Bank Sinarmas TBK Unit Usaha Syariah KCS Malang. Jenis penelitian yang digunakan yaitu kualitatif deskriptif. Sumber data yang digunakan yaitu data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah metode wawancara dan dokumentasi. Subjek penelitian ini yaitu 4 karyawan sebagai informan kunci dan 3 nasabah sebagai informan utama. Sedangkan analisis data yang digunakan menggunakan reduksi data, penyajian data dan penarikan kesimpulan. Keabsahan data yang digunakan yaitu triangulasi sumber, triangulasi metode dan triangulasi teori. Berdasarkan hasil penelitian Bank Sinarmas unit usaha syariah telah menjalankan empat tahapan manajemen kinerja dengan baik yaitu planning/directing, monitoring, evaluasi review/ appraising dan reward & developing. Serta telah menjalankan lima kualitas pelayanan yaitu reabilitas, daya tanggap, jaminan, empati dan bukti fisik. Namun masih ditemukan beberapa kekurangan yaitu pada kualitas pelayanan empati dan bukti fisik, nasabah kurang puas dengan pelayanan via telepon dan kurangnya persebaran mesin ATM.
English Abstract
The objective of this research is to identify the implementation of human resource performance management in increasing the service quality of the Islamic- compliant business unit of PT Bank Sinarmas in the branch office of Malang. This descriptive qualitative research uses primary and secondary data, which were harvested through interviews and documentation and validated using source triangulation, method triangulation, and theory triangulation. The research subjects are four employees as key informants and three customers as main informants. The data analysis was performed using data reduction, data presentation, and conclusion drawing. This research finds that the said business unit has well organized the four stages of performance management, i.e. planning/directing, monitoring, review evaluation/appraising, and reward & developing. The unit has also run the five quality of service, i.e. reliability, responsiveness, assurance, empathy, and physical evidence. However, setbacks are still found in empathy and physical evidence, where customers were not satisfied with the unit’s telephone service and ATM distribution
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | :0522020326 |
| Uncontrolled Keywords: | Manajemen Kinerja, Sumber Daya Manusia, Kualitas Pelayanan, performance management, human resource, service qualit |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 14 Feb 2023 02:26 |
| Last Modified: | 14 Feb 2023 02:26 |
| URI: | http://repository.ub.ac.id/id/eprint/197462 |
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Text (DALAM MASA EMBARGO)
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