Authors :
Rizki Hagassi; Dedeng Wahyu Edi; Abdullah Ade Suryobuwono; Imam Sonny
Volume/Issue :
Volume 7 - 2022, Issue 12 - December
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3PS4eYV
DOI :
https://doi.org/10.5281/zenodo.7479075
Abstract :
Analysis of the Level of Satisfaction and Quality
of Passenger Service is what will affect the Improvement
of Employee Performance. So that efforts are needed to
improve the performance of HR Professionalism. The
research was conducted at PT Pelni with the passenger of
KM Dobonsolo Tj. Priok with a total sample of 150
employees. Data were collected through the instrument on
a question sheet with a Likert scale model that had been
tested. The data analysis method used in this study used
the path analysis method or path analysis. The results of
the first study, it was concluded that the level of customer
satisfaction had a positive and significant effect on
improving employee performance. Passenger Service
Quality has a positive and significant impact on Employee
Performance Improvement. HR Professionalism which
has an impact on increasing Employee Performance
Improvement, so that HR Professionalism as a moderating
variable is proven to function to strengthen the influence
of Passenger Satisfaction Level and Quality of Service on
Employee Performance Improvement.
Keywords :
Customer Satisfaction, Service Quality, HR Professionalism, Performance Improvement.
Analysis of the Level of Satisfaction and Quality
of Passenger Service is what will affect the Improvement
of Employee Performance. So that efforts are needed to
improve the performance of HR Professionalism. The
research was conducted at PT Pelni with the passenger of
KM Dobonsolo Tj. Priok with a total sample of 150
employees. Data were collected through the instrument on
a question sheet with a Likert scale model that had been
tested. The data analysis method used in this study used
the path analysis method or path analysis. The results of
the first study, it was concluded that the level of customer
satisfaction had a positive and significant effect on
improving employee performance. Passenger Service
Quality has a positive and significant impact on Employee
Performance Improvement. HR Professionalism which
has an impact on increasing Employee Performance
Improvement, so that HR Professionalism as a moderating
variable is proven to function to strengthen the influence
of Passenger Satisfaction Level and Quality of Service on
Employee Performance Improvement.
Keywords :
Customer Satisfaction, Service Quality, HR Professionalism, Performance Improvement.
