PENGARUH KINERJA KARYAWAN TERHADAP KUALITAS PELAYANAN NASABAH PADA PT. PEGADAIAN CABANG TENTE KABUPATEN BIMA THE EFFECT OF EMPLOYEE PERFORMANCE ON THE QUALITY OF CUSTOMER SERVICE AT PT. PEGADAIAN BRANCH OF TENTE, BIMA DISTRICT release_enh2rpweorb6nbkttoa4besto4

Abstract

Abstrak Diperlukan optimalisasi kualitas pelayanan yang diberikan kepada nasabah, karena pelayanan yang baik tidak terlepas dari kinerja karyawan yang baik pula. Penelitian ini berjuan untuk mengetahui pengaruh Kinerja Karyawan terhadap Kualitas Pelayanan Nasabah pada PT. Pegadaian Cabang Tente Kabupaten Bima. Jenis penelitian ini asosiatif dengan menggunakan sumber data primer dari kuesioner skala likert yang telah dibagikan. Populasi dalam penelitian ini yaitu seluruh karyawan pada PT. Pegadaian Cabang Tente Kabupaten Bima sebanyak 52 orang yang terdiri dari 23 karyawan tetap dan 31 karyawan kontrak, dengan teknik samping jenuh dimana seluruh anggota populasi dijadikan sampel dalam penelitian ini.  Teknik pengumpulan data yang digunakan yaitu observasi, wawancara, kuesioner dan studi pustaka. Teknik analisa data yang digunakan yaitu uju validitas, uji reliabilitas, regresi linear sederhana, kofisien korelasi, uji determinasi dan uji t. Hasil penelitian menenunjukan bahwa terdapat pengaruh  antara Kinerja Karyawan terhadap Kualitas Pelayanan Nasabah pada PT. Pegadaian Cabang Tente Kabupaten Bima dan pengaruhnya adalah signifikanKata Kunci : Kinerja Karyawan, Kualitas Pelayanan Abstract It is necessary to optimize the quality of service provided to customers, because good service cannot be separated from good employee performance. This study aims to determine the effect of employee performance on customer service quality at PT. Pawnshop Branch of Tente, Bima Regency. This type of research is associative using the primary data source from the Likert scale questionnaire that has been distributed. The population in this study were all employees at PT. Pegadaian Branch of Tente, Bima Regency as many as 52 people consisting of 23 permanent employees and 31 contract employees, with a side-saturated technique where all members of the population were sampled in this study. The data collection techniques used were observation, interviews, questionnaires and literature study. The data analysis techniques used are validity test, reliability test, simple linear regression, correlation coefficient, determination test and t test. The results showed that there was an influence between employee performance on the quality of customer service at PT. Pegadaian Branch of Tente, Bima Regency and its influence is significantKeywords: Employee Performance, Service Quality
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