Title: Analysis of Front Line Staff Performance Assessment System Factors at the Bali Regional Development Bank

Authors: I. Gusti Lanang Suta Artatanaya

Item Type : Thesis (Thesis)

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

Publisher: Universitas Airlangga

Abstract

Human resources in a company need to be managed professionally to achieve a balance between employee needs and the demands and capabilities of the company's organization. This balance is the main key for the company to grow productively and fairly. The Regional Development Bank (BPD) Bali intends to create a performance appraisal system that can truly make a positive contribution to the company's future development, and not implement a performance appraisal system that is perceived as merely paperwork to complement human resource administration. In relation to the above, it is necessary to further analyze the factors that can be used as a basis for performance appraisal and personnel decision-making at BPD Bali. From the explanation above, the research problem can be formulated as what factors can be used as a basis for performance appraisal on front-line staff at BPD Bali. In addition to the problem formulation above, this study has the following objectives: to determine the factors that can be used in the performance appraisal system for front-line staff at BPD Bali and to provide input for improving the performance appraisal system for front-line staff at BPD Bali. This research is also expected to be useful for various parties such as, BPD Bali Management in making policies on its human resources, Researchers as relevant information material and to add to the literature in Human Resource Management Science, especially in the aspect of performance appraisal. To perfect the analysis and discussion in this research, various theories and concepts from experts are used as the main basis. These theories and concepts are Job Performance Assessment. The Purpose of Job Performance Assessment, Benefits of Job Performance Assessment, Assessment Aspects, Assessment Methods, Requirements for Performance Appraisal Systems, Effectiveness of Performance Appraisal Systems, 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 above literature review and the researcher's line of thought gives rise to a conceptual research framework preceded by manifest variables that are reduced to latent variables (factors) which are then recommended to become a performance appraisal system for front-line staff of BPD Bali. To implement the above conceptual framework, this research requires several appropriate research materials and methods. The research uses a questionnaire as a research instrument to collect data that has been tested for validity and reliability. From the collected data, various analyses were conducted to obtain research findings that will be discussed further. The analyses conducted were factor analysis, measurement tool reliability analysis, weighted average analysis, and crosstab analysis. From the analysis of the research results above, research findings can be obtained that can be recommended as a basis for performance assessment for front-line staff of BPD Bali, which consists of four main factors, namely: 1. Ability and Communication, 2. Action and Responsibility, 3. Attitude and Appearance, 4. Attention. The findings of this study basically reflect the assessment system for front-line staff for the service industry, as evidenced by the discussion above that the findings of this study are in accordance with the theories or concepts presented by experts in the service industry. With these research findings, it is hoped that they can increase the understanding of the performance assessment system in Human Resource Management Science and become a guideline for service company practitioners, especially in creating a performance assessment system for their front-line staff, such as BPD Bali

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

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