The effect of employee service skills toward employee performance in Killiney Kopitiam Medan

Christian, Kevin (2021) The effect of employee service skills toward employee performance in Killiney Kopitiam Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this study is to analysis whether there is any effect of Employee Service Skills towards Employee Performance in Killiney Kopitiam Medan. This research might help other researcher to get more information about this topic. Employee Service Skills is one of the crucial skills in the food and beverage industry. This is because of customers’ not only hoping for good food quality but also excellent service. For the research design the researcher using quantitative method as the research design the writer using IBM SPSS Statistic 25. The data use in this research are primary and secondary data. For the data analysis method, the writer used descriptive statistic, validity & reliability, normality test, correlation coefficient test, heteroscedasticity test, determination test, linear regression test and t test. The result of the normality test shows that the questioner is normally distributed. Moreover, the coefficient of correlation test and coefficient of determination test shows that Employee Service Skills have a relationship towards Employee Performance. After doing the research and analysis, it can be concluded that Employee Service Skills have a moderate relationship towards Employee Performance in Killiney Kopitiam Medan/Tujuan dari penelitian ini adalah untuk menganalisis apakah ada pengaruh kemampuan servis karyawan terhadap kinerja karyawan di Killiney Kopitiam Medan. Penelitian ini dapat membantu peneliti lain untuk mendapatkan informasi lebih lanjut tentang topik ini. Kemampuan servis karyawan menjadi tombak perusahaan yang bergerak di bidang makanan dan minuman. Karena persepsi dari pelanggan terhadap restoran yang ada bukan hanya dari kualitas makanan yang disajikan tetapi juga kemampuan karyawan dalam melayani tamu.Untuk desain penelitian peneliti menggunakan metode kuantitatif sebagai desain penelitian. Penulis menggunakan IBM SPSS Statistic 25. Data yang digunakan dalam penelitian ini adalah data primer dan sekunder. Untuk metode analisis data, penulis menggunakan statistik deskriptif, validitas & reliabilitas, uji normalitas, uji koefisien korelasi, uji heteroskedastisitas, uji determinasi, uji regresi linier dan uji t Hasil uji normalitas menunjukkan bahwa penanya berdistribusi normal. Lalu, koefisien uji korelasi dan uji koefisien determinasi menunjukkan bahwa kemampuan karyawan mempunyai hubungan dengan kinerja karyawan. Setelah dilakukan dengan penelitian dan analisis, dapat disimpulkan bahwa Kemampuan Servis Karyawan memiliki hubungan yang moderat terhadap Kinerja Karyawan di Killiney Kopitiam Medan

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