The effect of labour productivity towards service quality at The Thirty-Six Medan

Auriady, Cherlisia (2020) The effect of labour productivity towards service quality at The Thirty-Six Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this globalization era, every company needs to have their own competitive advantage so they can compete in this high competition. One of the most important aspects that can help the enhancement of company development is the human resources. The result from the interview with some customers showed that there was more negative comments than the positive ones. It seemed like The Thirty-Six employees were not working optimally. In this case, the writer believes that labour productivity is important because it will give impact to the service quality given to the customers. This research is a quantitative research conducted at The Thirty-Six Medan which uses labour productivity as the independent variable and the service quality as the dependent variable. For the data collection methods, the writer uses primary and secondary data. This research uses a census sampling. The writer distributed questionnaires to 40 respondents who were The Thirty-Six employees. The result of this research is that Ha is accepted, which means that the labour productivity has an effect towards service quality at The Thirty-Six. The result shows that the effect of the labour productivity towards service quality is 28%, while the remaining 72% may come from other factors that are not discussed in this research. / Di era globalisasi ini, setiap perusahaan harus memiliki keunggulan kompetitif tersendiri agar dapat bersaing dalam kompetisi ketat ini. Salah satu aspek terpenting dalam meningkatkan pengembangan perusahaan adalah sumber daya manusia. Hasil wawancara yang dilakukan terhadap beberapa pelanggan menunjukkan bahwa ada lebih banyak komentar negatif daripada positif. Ini menunjukkan bahwa karyawan The Thirty-Six tidak bekerja secara optimal. Dalam kasus ini, penulis mempercayai bahwa pentingnya produktivitas tenaga kerja karena itu akan memberikan pengaruh terhadap kualitas pelayanan. Penelitian ini merupakan penelitian kuantitatif yang dilakukan di The Thirty-Six Medan dimana produktivitas tenaga kerja berperan sebagai variabel bebas dan kualitas pelayanan sebagai variabel tidak bebas. Penulis menggunakan data primer dan sekunder untuk metode pengumpulan data. Teknik sampel yang digunakan adalah sampling sensus. Penulis membagikan kuesioner kepada 40 responden (karyawan The Thirty-Six). Hasil dari penelitian ini adalah Ha diterima, dimana produktivitas tenaga kerja memiliki efek terhadap kualitas pelayanan di The Thirty-Six. Hasil menunjukkan bahwa efek dari produktivitas tenaga kerja sebesar 28% terhadap kualitas pelayanan, 72% sisanya mungkin dari faktor lain yang tidak dibahas di penelitian ini.

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