PENGARUH KECERDASAN EMOSI BIG FIVE PERSONALITY TRAITS TERHADAP KINERJA LAYANAN DARI STAFF COURSE CONSULTANT DI EF ENGLISH FIRST EDUKAGROUP SUARABAYA
| Main Authors: | , Ninien Irnawati, SS, , Prof. Djamaludin Ancok, M.A. Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/99719/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55850 |
Daftar Isi:
- The objective of this research is to determine the influence of emotional intelligence, big five personality traits and the employee service performance on English language education institution, EF English First Edukagroup. In any service oriented company/institution, employee service performance is key in achieving high service quality. The high service quality will be directly delivered to customers/students through the company�s front line employees. Therefore this research utilized data obtained from 60 front line employees of the company�s twelve branches. This research utilizes 3 (three) types of questionaires to measure the level of emotional intelligence, big five personality traits and employee service performance as being assessed by the customers. Using Multiple Linear Regression test, analysis of the data indicated positive influence between emotional intelligence and employee service performance. The test indicated that values and emotional behavior have significant effect towards employee service performance on regression coeficient by 0.608 with p Value = 0,000. This analysis indicated that 51.6% variance of the employee service performance can be explained by the emotional intelligence and other component of the big five personality traits, while the remaining of 40.4% can be explained by other factors not being observed in this research.