ANALISIS PENGARUH SUPPORT BASED RELATIONSHIPS TERHADAP PEMBERDAYAAN KARYAWAN (STUDI KASUS PADA 5 BANK UMUM DI KODYA SEMARANG)

Sutanto, Sri Handayani (2001) ANALISIS PENGARUH SUPPORT BASED RELATIONSHIPS TERHADAP PEMBERDAYAAN KARYAWAN (STUDI KASUS PADA 5 BANK UMUM DI KODYA SEMARANG). Masters thesis, Program Pascasarjana Universitas Diponegoro.

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Abstract

Kondisi persaingan bisnis perbankan nasional yang ketat saat ini menuntut perusahaan untuk berusaha memenuhi harapan konsumen dengan memberikan kepuasan pada nasabah. Untuk mengantisipasi perubahan¬perubahan yang terjadi pada lingkungan bisnis perbankan, perusahaan secara efektif dan efisien melakukan re-evaluasi dan re-orientasi kepada kebutuhan nasabah sehingga perlu dilakukan pemberdayaan karyawan. Pemberdayaan karyawan dilakukan di dalam organisasi perusahaan dengan fokus pada penyediaan produk dan jasa bagi customer. Pemberdayaan karyawan pada dasarnya membentuk karyawan produktif dan berkomitmen. Pemberdayaan karyawan melalui tiga dimensinya (personal influence, self efficacy dan meaningfulness) dipengaruhi oleh support based relationships melalui internal organizational relationships dan employee-customer relationships (Corsun dan Enz, 1999). Pada penelitian ini mengambil obyek penelitian pada 5 bank umum di Kodya Semarang. Teknik pengambilan sampel dengan menggunakan purposive sampling di mana sampel yang diambil berdasarkan suatu kriteria dan pertimbangan tertentu yaitu bank-bank umum di Kodya Semarang dan respondennya khusus untuk karyawan frontline (teller dan customer service). Dalam penelitian ini, pengambilan data dilakukan melalui penyebaran kuesioner dengan lima skala likert dan jumtah responden yang diambil sebagai sampel adalah 205 responden. Alat analisis yang digunakan dalam penelitian ini adalah analisis regresi linier berganda. Berdasarkan hasil penelitian ini didapat persamaan regresi sebagai berikut : Y= 0.729 + 0.3 X1 + 0.529 X2 Dad persamaan di atas dapat dijelaskan bahwa terdapat pengaruh yang positif antara internal organizational relationships (Xi) dan employee-customer relationships (X2) terhadap empowerment (Y). Untuk mengetahui seberapa besar kekuatan pengaruh variabel independen terhadap variabel dependen dapat dilihat melalui koefisien determinasi (R2) yaitu sebesar 47.2 %. ini berarti variasi variabel dependen dapat dijelaskan oleh variabel independen secara simultan sebesar 47.2 % sedangkan sisanya sebesar 52.8 % dijelaskan oteh variabel lain diluar model penelitian. Variabel-variabel lain tersebut mungkin budaya kerja, demografi, reward system dll. Berdasarkan basil penelitian ini terlihat bahwa kesuksesan pemberdayaan dipengaruhi oleh lingkungan kerja dimana karyawan bekerja serta dukungan dad konsumen. Bagi perusahaan yang berskala global, Empowerment bahkan menjadi bagian integral dalam kegiatan manajerialnya. Manajemen dituntut untuk memberdayakan karyawan agar memiliki tanggung jawab dan kemampuan/ ketrampilan kerja yang lebih besar. Empowerment bukan hanya sekedar "memberdayakan" seseorang tetapi juga merupakan sebuah proses untuk membebaskan seseorang dad struktur atau "lingkungan" yang kaku. Disimpulkan bahwa empowerment akan mendorong tedadinya kondisi aktif, berani berinisiatif dan sebaliknya menciptakan sebuah kondisi bagi individu yang lain untuk merespon permintaan konsumen secara bebas dan mandiri.In a highly competitive national banking condition these days, firms must exert its power trying to fulfill consumers' expectations by satisfying to their clients. To anticipate the changing environment in the banking business environment, firm needs to empower their employees in order to efficiently and effectively reevaluate and reorient to their clients' demands. This empowerment takes place within the organization focusing on products and service delivery to the customers. Employee empowerment is basically practiced to enhance employee's productivity and their commitment to the organization. The three dimensions of employee empowerment [personal influence, self-efficacy, and meaningfulness] are influenced by support-based relationships; these are internal organization relationships and employee-customer relationships [Corzun &. Enz, 1999]. The samples for this research were taken from five public Bank offices in the Municipality of Semarang. The sampling technique used was purposive sampling in which the samples were selected based on certain criterion and considerations. Particularly, we selected the frontline staff [teller and customer service staff] from five public Bank offices located in Semarang as our respondents. We collected the data it by using Likert-type five-scale questionnaires. The total sample for the research was 205 respondents. To analyze the data used multiple linear regression method. Based on the results of the research it formulated the regression equation as follows: Y = 0.729 + 0.3 Xi + 0.529 X2 Based on the equation above, it can be stated that there is a positive influence between internal organizational relationships [X1] and employee- customer relationships [X2] to empowerment [Y]. The extent of influence-ability of the independent variable on dependent variable can be seen in the determination coefficient [R2], which is 47.2%. It means that 47.2% variances of the dependent variable can be explained simultaneously by the independent variable and the residual 52.8% is explained by other variables outside the research model. These other variables might possibly be job culture, demographic, reward system, etc. Results of the research indicate that the successful empowerment process is influenced by the work environment and by the support from consumers. In global-scale firms, empowerment has become an integral part of their managerial activities. Management's are forced to empower their employees in order to improve the employees' responsibilities and capabilities/skills. Empowerment isn't just about "giving power" but is a process to unhampered someone from rigid structure or "environment". It can be concluded that empowerment will stimulate the creation of an active and highly initiative condition; in turn this condition will encourage individuals to response customer's demands automatically and independently.

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HG Finance
Divisions:Postgraduate Program > Master Program in Management
ID Code:9400
Deposited By:Mr UPT Perpus 1
Deposited On:27 Apr 2010 18:04
Last Modified:27 Apr 2010 18:04

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