Evaluasi Kinerja Karyawan, Kepuasan Karyawan & Kepuasan Pelanggan Rumah Makan Padang PS
DOI:
https://doi.org/10.32528/jmbi.v9i2.881Keywords:
Karyawan; Restauran; Kepuasan Pelanggan; KinerjaAbstract
Rumah makan Padang PS adalah suatu bisnis restauran yang berkembang baik dan mempunyai banyak cabang. Rumah makan ini merupakan suatu lingkungan bisnis yang melibatkan banyak karyawan. Pada beberapa bulan terakhir, absen karyawan semakin meningkat dan diperlukan suatu penelitian untuk mengetahui pengaruhnya terhadap kepuasan karyawan dan kepuasan pelanggan. Penelitian ini menggunakan semua karyawan sebagai responden dan 100 pelanggan sebagai sampel dengan teknik pengambilan purposive sampling. Variabel yang diukur adalah kinerja karyawan, kepuasan karyawan dan kepuasan pelanggan. Metode yang digunakan adalah statistik deskriptif dan beberapa uji statistik seperti uji validitas, reliabilitas dan korelasi. Instrumen penelitian menggunakan kuisioner dengan jawaban berskala 1-10. Hasil penelitian ini menunjukkan bahwa kinerja karyawan berpengaruh dan berkorelasi kuat dengan kepuasan karyawan, namun tidak menunjukkan korelasi dengan kepuasan pelanggan. Berdasarkan analisa deskriptif, tingkat kinerja karyawan rata-rata, tingkat kepuasan karyawan rata-rata dan tingkat kepuasan pelanggan rata-rata menunjukkan nilai yang cukup tinggi. Hasil ini menunjukkan bahwa kepuasan pelanggan tidak ditentukan oleh kinerja karyawan. Temuan ini sekaligus memperlihatkan perlunya digali variabel lain yang secara signifikan akan mempengaruhi kepuasan pelanggan pada rumah makan padang.
References
Abbas, S. I., Shah, M. H., & Othman, Y. H. (2021). Critical Review of Recruitment and Selection Methods: Understanding the Current Practices. Annals of Contemporary Developments in Management & HR, 3(3), 46–52. https://doi.org/10.33166/acdmhr.2021.03.005
Arif, M., Syaifani, P. E., Siswadi, Y., & Jufrizen. (2019). Effect of Compensation and Discipline on Employee Performance. Proceeding of The 3rd International Conference on Accounting, Business & Economics (UII-ICABE 2019), 263–276.
Baro, E. E., Obaro, O. G., & Aduba, E. D. (2019). An assessment of digital literacy skills and knowledge-based competencies among librarians working in university libraries in Africa. Digital Library Perspectives, 35(3–4), 172–192. https://doi.org/10.1108/DLP-04-2019-0013
Bayona, J. A., Caballer, A., & Peiró, J. M. (2020). The relationship between knowledge characteristics’ fit and job satisfaction and job performance: The mediating role of work engagement. Sustainability (Switzerland), 12(6). https://doi.org/10.3390/su12062336
Biondi, F. N., Cacanindin, A., Douglas, C., & Cort, J. (2021). Overloaded and at Work: Investigating the Effect of Cognitive Workload on Assembly Task Performance. Human Factors, 63(5), 813–820. https://doi.org/10.1177/0018720820929928
Chen, T., Hao, S., Ding, K., Feng, X., Li, G., & Liang, X. (2020). The impact of organizational support on employee performance. Employee Relations, 42(1), 166–179. https://doi.org/10.1108/ER-01-2019-0079
Covin, J. G., Rigtering, J. P. C., Hughes, M., Kraus, S., Cheng, C. F., & Bouncken, R. B. (2020). Individual and team entrepreneurial orientation: Scale development and configurations for success. Journal of Business Research, 112, 1–12. https://doi.org/10.1016/j.jbusres.2020.02.023
Diamantidis, A. D., & Chatzoglou, P. (2019). Factors affecting employee performance: an empirical approach. International Journal of Productivity and Performance Management, 68(1), 171–193. https://doi.org/10.1108/IJPPM-01-2018-0012
Eliyana, A., Ma’arif, S., & Muzakki. (2019). Job satisfaction and organizational commitment effect in the transformational leadership towards employee performance. European Research on Management and Business Economics, 25(3), 144–150. https://doi.org/10.1016/j.iedeen.2019.05.001
Fahmi, I., & Hapzi Ali. (2022). Determination of Career Planning and Decision Making: Analysis of Communication Skills, Motivation and Experience (Literature Review Human Resource Management). Dinasti International Journal of Management Science, 3(5), 823–835. https://doi.org/10.31933/dijms.v3i5.1222
Febrian, W. D., Sjarifudin, D., Setiadi, B., Selatan, T., Bhayangkara, U., & Raya, J. (2023). Strategy Increasing Performance Employee : Analysis Implement ation Knowledge Management , Career Development , Team Work & Employee Engagement. 3(3), 885–898.
Goswami, N., White, O., Blaber, A., Evans, J., van Loon, J. J. W. A., & Clement, G. (2021). Human physiology adaptation to altered gravity environments. Acta Astronautica, 189(April), 216–221. https://doi.org/10.1016/j.actaastro.2021.08.023
Hajiali, I., Fara Kessi, A. M., Budiandriani, B., Prihatin, E., Sufri, M. M., & Sudirman, A. (2022). Determination of Work Motivation, Leadership Style, Employee Competence on Job Satisfaction and Employee Performance. Golden Ratio of Human Resource Management, 2(1), 57–69. https://doi.org/10.52970/grhrm.v2i1.160
Hamadamin, H. H., & Atan, T. (2019). The impact of strategic human resource management practices on competitive advantage sustainability: The mediation of human capital development and employee commitment. Sustainability (Switzerland), 11(20). https://doi.org/10.3390/su11205782
Havidz, H., & Gupron. (2019). Determination of Employee Performance: Perceived Organizational Support, Communication, and Leadership Styles (a Human Resource Management Literature Study). Dinasti International Journal of Digital Business Management, 1(1), 116–131. https://doi.org/10.31933/DIJDBM
Inegbedion, H., Inegbedion, E., Peter, A., & Harry, L. (2020). Perception of workload balance and employee job satisfaction in work organisations. Heliyon, 6(1), e03160. https://doi.org/10.1016/j.heliyon.2020.e03160
Jackson, D., Fleming, J., & Rowe, A. (2019). Enabling the Transfer of Skills and Knowledge across Classroom and Work Contexts. Vocations and Learning, 12(3), 459–478. https://doi.org/10.1007/s12186-019-09224-1
Javed, B., Fatima, T., Yasin, R. M., Jahanzeb, S., & Rawwas, M. Y. A. (2019). Impact of abusive supervision on deviant work behavior: The role of Islamic work ethic. Business Ethics, 28(2), 221–233. https://doi.org/10.1111/beer.12212
Jung, J. H., Yoo, J. J., & Arnold, T. J. (2021). The influence of a retail store manager in developing frontline employee brand relationship, service performance and customer loyalty. Journal of Business Research, 122, 362–372. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.09.010
Kalogiannidis, S. (2020). Impact of Effective Business Communication on Employee Performance. European Journal of Business and Management Research, 5(6), 1–6. https://doi.org/10.24018/ejbmr.2020.5.6.631
Kamau, S., Koskenranta, M., Kuivila, H., Oikarainen, A., Tomietto, M., Juntunen, J., Tuomikoski, A. M., & Mikkonen, K. (2022). Integration strategies and models to support transition and adaptation of culturally and linguistically diverse nursing staff into healthcare environments: An umbrella review. International Journal of Nursing Studies, 136, 104377. https://doi.org/10.1016/j.ijnurstu.2022.104377
Koch, T., & Denner, N. (2022). Informal communication in organizations: work time wasted at the water-cooler or crucial exchange among co-workers? Corporate Communications, 27(3), 494–508. https://doi.org/10.1108/CCIJ-08-2021-0087
Koudelková, P., SCRIPTA, F. M.-L., & 2019, undefined. (2019). LITTERA SCRIPTA Economics M Management Corporate Finance Finance and Valuation. Littera-Scripta.Com, 12(2).
Kucharska, W., & Bedford, D. A. D. (2019). Knowledge sharing and organizational culture dimensions: Does job satisfaction matter? Electronic Journal of Knowledge Management, 17(1), 1–18. https://doi.org/10.2139/ssrn.3406496
Li, D., Xu, X., Chen, C. fei, & Menassa, C. (2019). Understanding energy-saving behaviors in the American workplace: A unified theory of motivation, opportunity, and ability. Energy Research and Social Science, 51, 198–209. https://doi.org/10.1016/j.erss.2019.01.020
Li, K., & Griffin, M. A. (2022). Prevention-focused leadership and well-being during the pandemic: mediation by role clarity and workload. Leadership and Organization Development Journal, 43(6), 890–908. https://doi.org/10.1108/LODJ-10-2021-0455
Lievens, F., & Chapman, D. (2019). SAGE Handbook of Human Resource Management. 123-150. Singapore Management University.
McAdams, B., von Massow, M., Gallant, M., & Hayhoe, M. A. (2019). A cross industry evaluation of food waste in restaurants. Journal of Foodservice Business Research, 22(5), 449–466. https://doi.org/10.1080/15378020.2019.1637220
Meng, J., & Berger, B. K. (2019). The impact of organizational culture and leadership performance on PR professionals’ job satisfaction: Testing the joint mediating effects of engagement and trust. Public Relations Review, 45(1), 64–75. https://doi.org/10.1016/j.pubrev.2018.11.002
Mileneo, M. F. (2023). Nasi Padang Jadi Makanan Terenak di Asia versi TasteAtlas Muhammad.
Mohsin, A., Brochado, A., & Rodrigues, H. (2023). Mind the gap: a critical reflection on hotel employee turnover. International Journal of Contemporary Hospitality Management, 35(7), 2481–2495. https://doi.org/10.1108/IJCHM-03-2022-0295
Moussa, M., Bright, M., & Varua, M. E. (2017). Investigating knowledge workers’ productivity using work design theory. International Journal of Productivity and Performance Management, 66(6), 822–834. https://doi.org/10.1108/IJPPM-08-2016-0161
Naldi, A. (2019). Pusat Kuliner Di Kota Padang. Skripsi.
Nunfam, V. F., Oosthuizen, J., Adusei-Asante, K., Van Etten, E. J., & Frimpong, K. (2019). Perceptions of climate change and occupational heat stress risks and adaptation strategies of mining workers in Ghana. Science of the Total Environment, 657(2019), 365–378. https://doi.org/10.1016/j.scitotenv.2018.11.480
Oruh, E. S., Mordi, C., Ajonbadi, A., Mojeed-Sanni, B., Nwagbara, U., & Rahman, M. (2020). Investigating the relationship between managerialist employment relations and employee turnover intention: The case of Nigeria. Employee Relations, 42(1), 52–74. https://doi.org/10.1108/ER-08-2018-0226
Ouimet, P., & Tate, G. (2017). Learning from CoWorkers Peer Effects on Individual Investment Decisions. Working Paper, 1–14.
Pícha, K., & Navrátil, J. (2019). The factors of Lifestyle of Health and Sustainability influencing pro-environmental buying behaviour. Journal of Cleaner Production, 234, 233–241. https://doi.org/10.1016/j.jclepro.2019.06.072
Pramestari, D., Henni, H., Arbi, A. I., Novrigent, N., & Prawesti, G. (2022). Employee Workload Assessment in The Service and Manufacturing Industry. Organization and Human Capital Development, 1(1), 27–39. https://doi.org/10.31098/orcadev.v1i1.868
Priyono, O. A., & Suhariadi, F. (2021). Pengaruh Workload Terhadap Prestasi Karyawan Dengan Kepuasan Kerja Sebagai Mediator (Studi Kasus Pada PT. Swabina Gatra Gresik). Jurnal Manajemen Dan Bisnis Indonesia, 6(2), 228–237. https://doi.org/10.32528/jmbi.v6i2.4089
Purwanto, A., Purba, J. T., Bernarto, I., & Sijabat, R. (2021). Effect of Transformational Leadership, Job Satisfaction, and Organizational Commitments on Organizational Citizenship Behavior. Inovbiz: Jurnal Inovasi Bisnis, 9(1), 61. https://doi.org/10.35314/inovbiz.v9i1.1801
Puspitasari, A. S., & Darwin, M. (2021). Effect of Work-Life Balance and Welfare Level on Millennial Employee Performance Through Work Engagement. International Journal of Science and Society, 3(1), 334–344. https://doi.org/10.54783/ijsoc.v3i1.299
Rivai, N., Masdupi, E., & Syahrizal, S. (2019). Effect of Emotional Intelligence, Work Environment, and Work Stress on Work Productivity. 64(2006), 502–510. https://doi.org/10.2991/piceeba2-18.2019.29
Römgens, I., Scoupe, R., & Beausaert, S. (2020). Unraveling the concept of employability, bringing together research on employability in higher education and the workplace. Studies in Higher Education, 45(12), 2588–2603. https://doi.org/10.1080/03075079.2019.1623770
Saban, D., Basalamah, S., Gani, A., & Rahman, Z. (2020). Impact Of Islamic Work Ethics, Competencies, Compensation, Work Culture On Job Satisfaction And Employee Performance: The Case Of Four Star Hotels. European Journal of Business and Management Research, 5(1), 1–8. https://doi.org/10.24018/ejbmr.2020.5.1.181
Santoso, B., & Alawiyah, T. (2021). Service Quality as A Measurement of Customer Satisfaction of Indonesian Sharia Bank Using Important Performance Analysis Method. International Journal of Social Science and Business, 5(2), 291–296. https://ejournal.undiksha.ac.id/index.php/IJSSB/index
Schwabe, H., & Castellacci, F. (2020). Automation, workers’ skills and job satisfaction. PLoS ONE, 15(11 November), 1–26. https://doi.org/10.1371/journal.pone.0242929
Skaalvik, E. M., & Skaalvik, S. (2020). Teacher burnout: relations between dimensions of burnout, perceived school context, job satisfaction and motivation for teaching. A longitudinal study. Teachers and Teaching: Theory and Practice, 26(7–8), 602–616. https://doi.org/10.1080/13540602.2021.1913404
Tentama, F., Rahmawati, P. A., & Muhopilah, P. (2019). The effect and implications of work stress and workload on job satisfaction. International Journal of Scientific and Technology Research, 8(11), 2498–2502.
Torlak, N. G., & Kuzey, C. (2019). Leadership, job satisfaction and performance links in private education institutes of Pakistan. International Journal of Productivity and Performance Management, 68(2), 276–295. https://doi.org/10.1108/IJPPM-05-2018-0182
van der Lippe, T., & Lippényi, Z. (2020). Co-workers working from home and individual and team performance. New Technology, Work and Employment, 35(1), 60–79. https://doi.org/10.1111/ntwe.12153
Vanheusden, S., van Gils, T., Caris, A., Ramaekers, K., & Braekers, K. (2020). Operational workload balancing in manual order picking. Computers and Industrial Engineering, 141. https://doi.org/10.1016/j.cie.2020.106269
Voordt, T. van der, & Jensen, P. A. (2023). The impact of healthy workplaces on employee satisfaction, productivity and costs. Journal of Corporate Real Estate, 25(1), 29–49. https://doi.org/10.1108/JCRE-03-2021-0012
Vuong, T. D. N., & Nguyen, L. T. (2022). The Key Strategies for Measuring Employee Performance in Companies: A Systematic Review. Sustainability, 14(21), 14017. https://doi.org/10.3390/su142114017
Wang, K. L., Johnson, A., Nguyen, H., Goodwin, R. E., & Groth, M. (2020). The Changing Value of Skill Utilisation: Interactions with Job Demands on Job Satisfaction and Absenteeism. Applied Psychology, 69(1), 30–58. https://doi.org/10.1111/apps.12200
Yousaf, S., Imran Rasheed, M., Kaur, P., Islam, N., & Dhir, A. (2022). The dark side of phubbing in the workplace: Investigating the role of intrinsic motivation and the use of enterprise social media (ESM) in a cross-cultural setting. Journal of Business Research, 143(May 2021), 81–93. https://doi.org/10.1016/j.jbusres.2022.01.043
Yusof, J. (2021). Elements of Work Environment In The Construct Of Special Education Teacher Workload In Malaysia Turkish Journal of Computer and Mathematics Education Research Article. Turkish Journal of Computer and Mathematics Education, 12(11), 5284–5288.
Zhao, R., & Zhong, S. (2015). Carbon labelling influences on consumers’ behaviour: A system dynamics approach. Ecological Indicators, 51, 98–106. https://doi.org/10.1016/j.ecolind.2014.08.030
Zheng, J., Wu, G., Xie, H., & Li, H. (2019). Leadership, organizational culture, and innovative behavior in construction projects: The perspective of behavior-value congruence. International Journal of Managing Projects in Business, 12(4), 888–918. https://doi.org/10.1108/IJMPB-04-2018-0068
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Ari WB Raharjo, Tety Elida
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
