PENGARUH PERFORMANCE QUALITY TERHADAP ORGANIZATIONAL COMMITMENT FRONTLINE EMPLOYEE

S. Riorini
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Abstract

Performance quality of frontline employees is a very important aspect that needs hypothesis into consideration by service industry because they have direct contact with consumers. The level of quality performance of frontline employees can determine their level of commitment towards the company. The objective of this research is to identify the effect of performance quality to organizational commitment of frontline employees. Respondents being used for this research are frontline employees of private banks, namely tellers and customer services. Data is analyzed using Multiple Regression Analysis. The result of this research can provide implication for managers to maintain continous commitment from their frontline employees. Suggestion for further research is to conduct similar research on different service industries and other frontline employees.
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鹏格鲁绩效质量组织承诺一线员工
由于一线员工与消费者直接接触,其绩效质量是服务业需要考虑的一个重要方面。一线员工的质量绩效水平可以决定他们对公司的承诺程度。本研究旨在探讨绩效品质对一线员工组织承诺的影响。本次调查的受访者是私人银行的一线员工,即柜员和客户服务人员。数据分析采用多元回归分析。本研究结果可为管理者维持一线员工的持续承诺提供启示。建议进一步的研究是对不同的服务行业和其他一线员工进行类似的研究。
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