Factor Analysis of Front Line Staff Performance Assessment System at the Bali Regional Development Bank

Amount: Factor Analysis of Front Line Staff Performance Assessment System at the Bali Regional Development Bank

Authors: I. Gusti Lanang Suta Artatanaya

Item Type: Thesis

Memberships: Master of Management Study Program, Faculty of Economics and Business Universitas Airlangga Surabaya, Indonesia

Publisher: Airlangga University

Abstract

Human resources in the company need to be managed professionally in order to achieve a balance between the needs of employees and the demands and capabilities of the company's organization. This balance is the main key for the company to be able to develop productively and fairly. The Regional Development Bank (BPD) Bali intends to create a performance appraisal system that can really make a positive contribution to the company's future development, and not to implement a performance appraisal system that is perceived as merely a complementary paper work for human resource administration. With regard to the above, it is necessary to further analyze the factors that can be used as the basis for performance appraisal and personnel decision making at BPD Bali. From the explanation above, it can be formulated that the research problem is what factors can be used as a basis for evaluating the performance of the front line staff of BPD Bali. In addition to the formulation of the problem above, this study has a purpose, namely to determine the factors that can be used in the performance appraisal system on the front line staff of BPD Bali and provide input for improving the performance appraisal system on the front line staff of BPD Bali. This research is also expected to be useful for various parties such as, BPD Bali Management in policy making on its human resources, Researchers as relevant information material and an addition to the repertoire of literature in Human Resource Management Science, especially in the aspect of performance appraisal. For perfection in analyzing and conducting discussions in this study, various theories and concepts from experts are used as the main basis. The theory and concept is Job Performance Assessment. Objectives of Job Performance Assessment, Benefits of Job Performance Assessment, Assessment Aspects, Assessment Methods, Performance Appraisal System Requirements, Performance Appraisal System Effectiveness, Customer Service, Main Elements of Customer Satisfaction in the Service Industry, Excellent Service (Service Excellence), Service Quality and Factors Affecting Service Quality. The synthesis of the literature review above and the researcher's line of thought gave rise to a conceptual framework of research that was preceded by manifest variables which were reduced to latent variables (factors) which were then recommended to be a performance appraisal system for the front line staff of BPD Bali. To implement the conceptual framework above, this research requires some appropriate research materials and methods. The study used a questionnaire as a research instrument to collect data that had been tested for validity and reliability. From the collected data, various analyzes were carried out to obtain research findings which will be discussed further, the analysis carried out was factor analysis, reliability analysis of measuring instruments, weighted average analysis and crosstab analysis. From the analysis of the research results above, it can be obtained that research findings that can be recommended as a basis for performance appraisal for BPD Bali front line staff consist of four main factors, namely: 1. Ability and Communication (Ability and Communication), 2. Action and Accountability (Action and Accountability), 3. Attitude and Appearance, 4. Attention (Attention). The findings of this study basically reflect the assessment system on the front line staff for the service industry, it is evident from the discussion above that the findings of this study are in accordance with the theory or concept presented by service and service industry experts.

Keywords: Ability and Communication, Action and Accountability, Attitude and Appearance, Attention

sources: http://repository.unair.ac.id/35515/