PEMBERDAYAAN KARYAWAN DAN KUALITAS PELAYANAN PADA PERUSAHAAN PELAYARAN

Penulis

  • Muh Kadarisman Universitas Muhammadiyah Jakarta
  • Gatot Cahyo Sudewo Sekolah Tinggi Manajemen Transportasi Trisakti
  • Yosi Pahala Sekolah Tinggi Manajemen Transportasi Trisakti

DOI:

https://doi.org/10.54324/j.mtl.v3i3.106

Kata Kunci:

strategic management, organizational culture, empowerment, service quality

Abstrak

This research aims to find out the relationship of strategic management, organizational culture and employees’ empowerment with service quality. This research is carried on at PT Sillo Bahari Nusantara using quantitative approach with survey method. The population of this study is the employees at PT Sillo Bahari Nusantara Jakarta 2015. The samples used in this study are 50 respondents which are selected randomly. The data is analyzed using descriptive statistic technic and parametric inferential. Based on data analysis it can be concluded that all the independent variables like strategic management, organizational culture, and employees’ empowerment have a positive and strong relation towards service quality, either partially or simultaneously. Therefore, the service quality can be increased by improving strategic management, organizational culture and employees’ empowerment.

Referensi

A, Parasuraman. 2001. The Behaviorial Consequenses of Service Quality, Jurnal of Marketing. Vol 60.

David, Fred, R. 2009. Strategic Management Manajemen Strategis Konsep, Edisi keduabelas. Jakarta: Penerbit Salemba Empat

Parasuraman, Zeithhaml dan Berry. 1991. Delivering Service Quality, New York: Free Press.

Sofian, E., & Tukiran. 2012. Metode Penelitian Survei. Cetakan ketiga puluh. Jakarta: Penerbit LP3ES. Tracy,

Diane, 1990, 10 Steps to Empowerment, NewYork: Wiiliam Morrow

Pabandu, Moh Tika, 2014. Buday Organisasi dan Peningkatan Kinerja Perusahaan. Cetakan kelima. Jakarta: Penerbit Bumi Aksara.

[Kemenhub] Kementerian Perhubungan Republik Indonesia, 2013. Peraturan Menteri Nomor 84 Tahun 2013 Tentang Perekrutan dan Penempatan Awak Kapal. Jakarta: Kemenhub RI

Unduhan

Diterbitkan

2016-11-07

Terbitan

Vol 3 No 3 (2016): NOVEMBER

Bagian

Articles

Lisensi

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