TRUST MEMEDIASI HUBUNGAN PERSEPSI USER DAN KOMITMEN KARYAWAN TERHADAP LOYALITAS PENGGUNA TENAGA KERJA OUTSOURCING
Abstract
Trust Memediasi Hubungan Persepsi User dan Komitmen Karyawan Terhadap LoyalitasPengguna Tenaga Kerja Outsourcing.This research was conducted to find out whether there was effect of user perception and commitment to user loyalty with trust as variable intervening at PT.Bali Dana Sejahtera. Bali Dana Sejahtera is one of outsourcing company with almost 300 outsourcing employees. Samples were obtained by 50 samples from 200 employees of outsourcing user at PT. Bank BPD Bali Head office, Renon dan Denpasar. The data analysis technique uses the SPSS. Analysis of the data used in this study includes instrument testing,Path Analysis. The results of this study found that user perception and commitment was affected on trust .The second result is user perception, commitment and trust was affected on user loyalty. This can be seen from the results of path analysis that has been processed using SPSS. Validation test on each path for direct influence is the same as regression, using p value from t test which is testing the variable regression coefficient partially proven from user's perception (X1) of trust (Y1) is 0.294 sig 0.007, commitment (X2) to trust (Y1) is 0.649 with sig 0,000, user perception variable (X1) to user loyalty (Y2) is 0.404 with sig 0,000. Commitment variable (X2) to user loyalty (Y2) is 0.620 with sig 0,000, trust variable (Y1) to user loyalty (Y2) is 0.268 with sig 0.001.
Keywords: User perception, commitment, trust, user loyalty, outsourcing
Downloads
References
Adrian Susanto. 2013. Hubungan Persepsi User Terhadap Integritas dengan Trust pada Karyawan Outsourcing, Jurnal Fakultas Psikologi Universitas Surabaya
Arikunto. 2010. Prosedur Penelitian Suatu Pendekatan Praktik . Jakarta : Rineka Cipta
Aw, Suranto. 2010. Komunikasi Interpersonal. Yogyakarta. Graha Ilmu
Bruhn, Manfred. 2003. Relationship Marketing: Management of Customer Relationships, Prentice Hall, England
Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Program SPSS. Edisi Ketujuh. Semarang : Badan Penerbit Universitas Diponegoro.
Griffin, Jiil. 2010. Customers Loyalty, Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Alih Bahasa Dwi Kartini Yahyah. Jakarta : Erlangga.
Hasibuan, Malayu, S.P. 2016.Manajemen Sumber Daya Manusia.Cetakan Dua Puluh. Penerbit Bumi Aksara. Jakarta
Kotler, Philip., Keller, Kevin L. 2013. Manajemen Pemasaran, Jilid Kedua, Jakarta: Erlangga.
Kurniawan Fachreza Yuli, Devilia Sari. 2017. Pengaruh Kualitas Produk, Harga, Dan Kepercayaan Terhadap Proses Keputusan Pembelian Konsumen Perusahaan Konveksi Inglorious Industries Di Kota Bandung. Jurnal , Fakultas Komunikasi dan Bisnis, Universitas Telkom. Bandung.
Novel Reonald. 2016. Pengaruh Reputasi Perusahaan Rental dan Relationship Value Terhadap Kepercayaan dan Komitmen Serta Loyalitas Perusahaan Pengguna Jasa Persewaan Kendaraan di Provinsi Kalimantan Timur.Jurnal Fakultas Ekonomi, Universitas Widya Gama Mahakam.
Prof Richardus Eko Indrajit, Drs. Richardus Djokopranoto. 2016. Manajemen Outsourcing. Preinexus ISBN.
Retno Putri Sayekti, George Hardjanta, Anna Dian Savitri. 2012. Loyalitas Konsumen Ditinjau Dari Persepsi Terhadap Citra Perusahaan. Jurnal Fakultas Psikologi Universitas Semarang
Robins,S.P. 2012. Perilaku Organisasi. Salemba Empat. Jakarta
S. Pantja Djati. 2004 . Pentingnya Karyawan dalam Pembentukan Kepercayaan Konsumen Terhadap Perusahaan Jasa . Jurnal Staf Pengajar Fakultas Ekonomi Universitas Kristen Petra Surabaya.
Supriyatmini. 2005. Hasil dan analisis data yang dilakukan mengenai lokasi dan kualitas pelayanan BMT “ANDA” Semarang.
Winahyuningsih Panca. 2010. Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Griptha Kudus . Jurnal Staf Pengajar Fakultas Ekonomi Universitas Muria Kudus.
Zurnali. 2010. Knowledge Worker: Kerangka Riset Manajemen Sumber Daya Manusia Masa Depan . Penerbit Unpad Press . Bandung
