MODELING IN CUSTOMER SATISFACTION USING TRAINING, ORGANIZATIONAL CULTURE AND LAMPUNG BANK PERFORMANCE IN THE PROVINCE OF LAMPUNG

Suharto (2016) Modeling In Customer Satisfaction Using Training, Organizational Culture And Lampung Bank Performance In The Province Of Lampung

Lembaga Penelitian Um Metro


File Pdf Download


ABSTRACT

The purpose of this study was to determine the direct effect of training on the performance, the direct influence of organizational culture on performance, training direct influence on customer satisfaction, the direct influence of organizational culture on customer satisfaction, and a direct influence on customer satisfaction performance. The analytical tool used is path analysis and use of exogenous and endogenous. The method used in t his research is explanatory survey method. The population in this study was 5862 customers, while the samples used as many as 85 customers using Slovin. The study found that that the training variable directly affects the performance,, organizational cultu re directly influence the performance, training directly influence on customer satisfaction, organizational culture directly influence customer satisfaction and performance directly influence customer satisfaction.

Keywords : Training, Organizational Culture, Perfor mance and Customer Satisfaction

REFERENSI

[1] Claes Fornell, Roland T. Rust, Marnik G. Dekimpe, 2010. The Effect of Customer Satisfaction on Consumer Spending Growth. Journal of Marketing Research: February 2010, Vol. 47, No. 1, pp. 28 - 35. [2] Elaine Farndale Anthony McDonnell, Dora Scholarios and Adrian Wilkinson. 2015. ISI Journal Citation Reports ©. 2015: 6/26. Industrial Relations & Labor; 71/192. Management. Online ISSN: 1748 - 8583. [3] Hasibuan, Malayu S.P. 2002. Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara. [4] Jie Shen, 2005. International training and management development: theory and reality Jie Shen Division of Business and Enterprise, School of International Business, University of South Australia, Adelaide, Australia. Journal of Management Development. Vol. 24 No. 7. Emerald Group Publishing Limited. 0262 - 1711. [5] Kotler, Philip. 2002. Manajemen Pemasa ran 1, Edisi Milenium. Jakarta: PT.Prenhallindo. [6] Mamik Eko Supatmi, Umar Nimran, dan Hamidah Nayati Utami, (2013). Pengaruh Pelatihan, Kompensasi Terhadap Kepuasan Kerja. Karyawan Dan Kinerja Karyawan. Fakultas Ilmu Administrasi Universitas Brawijaya Malan g. Jurnal Profit Volume 7 No. 1. Mamik Eko, dkk. [7] Mulyadi, Deddy. 2006. Sistem Kepemimpinan, Budaya Organisasi dan Manajemen Mutu Untuk Peningkatan Kinerja Organisasi Publik. Bandung: Mutiara Ilmu. [8] Osibanjo Omotayo Adewale, Adeniji Adenike Anthonia. 2013. J ournal of Competitiveness. Vol. 5, Issue 4, pp. 115 - 133. ISSN 1804 - 171X (Print), ISSN 1804 - 1728 (On - line ), DOI: 10.7441/joc.2013.04.07. [9] Pabundu, 2010. Budaya Organisasi dan Peningkatan Kinerja Perusahaan. Jakarta: PT. Bumi Aksara. [10] Pandiangan, Liberty. 2005 . Puaskah Anda dengan pelayanan pajak, artikel ini diakses tanggal 10 Agustus 2015, dari http://www. Kanwil pajak wp besar.go.id/ (diakses 10 agustus 2015) [11] Pantja Djati, S. 2005. Pengaruh Kinerja Karyawan Terhadap Kepuasan, Kepercayaan, dan Kes etiaan Pelanggan. Staf Pengajar Fakultas Ekonomi Universitas Kristen Petra Surabaya. Didit Darmawan. Kandidat Doktor Ilmu Ekonomi di Universitas 17 Agustus 1945 Surabaya. Jurusan Ekonomi Manajemen, Fakultas Ekonomi – Universitas Kristen Petra. http://puslit.petra.ac.id/~puslit/journals/ . Jurnal Manajemen & Kewirausahaan, Vol. 7, No. 1, Maret 2005: 48 - 59. [12] Payaman, Simanjuntak. 2005. Manajemen dan Evaluasi Kinerja. Jakarta: FE UI. [13] Rita Angelina da Luz Mota. 2014. Pengaruh Pendidikan Dan Pelatihan (Diklat) Terhadap Motivasi Dan Kinerja Pegawai Bagian Administrasi Pada Kantor Kepresidenan Timor - Leste. ISSN: 2337 - 3067. E [14] Jurnal Ekonomi dan Bisnis Universitas Udayana 3.11 (2014) 614 - 638. Program Pascasarj ana Universitas Udayana (Unud), Bali Indonesia Program Studi Managemen Program Pascasarjana Universitas Udayana Denpasar [15] Soedjono. 2005. Pengaruh Budaya Organisasi Terhadap Kinerja Organisasi dan Kepuasan Kerja Karyawan pada Terminal Penumpang Umum di Sura baya. Staf Pengajar Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya. Jurusan Ekonomi Manajemen, Fakultas Ekonomi – Universitas Kristen Petra. http://puslit.petra.ac.id/ ~puslit/jou rnals/ . Jurnal Manajemen& Kewirausahaan, Vol. 7, No. 1, Maret 2005: 22 - 47. [16] Soedjono. 2005. Staf Pengajar Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya. Jurusan Ekonomi Manajemen, Fakultas Ekonomi – Universitas Kristen Petra. Jurnal Manajemen & Kewirausahaan, VOL. 7, NO. 1, MARET 2005: 22 - 47. http://puslit. petra.ac.id/~puslit/ journals/. [17] Sugiono. 2010. Metode penelitian Kuantitatif dan Kualitatif dan R & D. Bandung: Alfabeta. [18] Susanto, 2006. Manajemen Pemasaran Indonesia, Alih Bahas a oleh Ancella Anitawati dan Hermawan, Edisi Pertama, Jakarta: Salemba Empat.