PENGARUH PERSEPSI GAYA KEPEMIMPINAN MELAYANI, KOHESIFITAS KELOMPOK, STABILITAS EMOSI DAN EKSTRAVERSI TERHADAP KULATITAS PELAYANAN Studi empirik di Bank Mandiri area Jakarta Jatinegara Timur

Main Authors: , Lusiana, , Prof. Djamaludin Ancok, Ph.D.
Format: Thesis NonPeerReviewed
Terbitan: [Yogyakarta] : Universitas Gadjah Mada , 2014
Subjects:
ETD
Online Access: https://repository.ugm.ac.id/133533/
http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74233
Daftar Isi:
  • This research is conducted to know perseption impact of positive servant leadership, group cohesiveness, emotional stability and extraversion toward service quality of frontliners at Mandiri Bank of East Jatinegara Area . Research method by disseminate questionnaire Pre test conducted to 30 frontliners Mandiri Bank Of East Jatinegara Area and question for servant leadership found that 1 invalid item. At emotional stability variable found that 1 invalid item. At extraversion variable found that 1 invalid item At service quality variable found that 2 invalid item. And invalid item should eliminate for further research analysis. Sample taken 100 Mandiri Bank of East Jatinegara Area frontliners and 200 Bank Mandiri Customers by non simple random sampling technique . Result Analysis by using t test partial and F test simultaneous indicates that existed Impact of servant leadership, group cohesiveness emotional stability and extraversion toward service quality. This research proves that positive servant leadership is needed , especially to serve the Bank in improving the quality and service to its customers. In addition cohesive group is necessary for employees to have a sense of belonging and a feeling of togetherness and in terms of personality needs to be maintained by the employee's emotional stability and extraversion fosters a sense of calm, not tense and anxious when faced with a problem at work