Pengaruh Kualitas Pelayanan terhadap Kinerja Karyawan pada PT. Bosowa Berlian Motor Cabang Palopo
DOI:
https://doi.org/10.54065/jss.6.3.2026.1475Keywords:
Kualitas Pelayanan, Kinerja KaryawanAbstract
Urgensi penelitian ini adalah pentingnya memahami pengaruh kualitas pelayanan terhadap kinerja karyawan sebagai upaya meningkatkan kepuasan pelanggan, daya saing perusahaan, dan pencapaian tujuan organisasi di PT Bosowa Berlian Motor Cabang Palopo. Persaingan bisnis jasa otomotif menuntut perusahaan meningkatkan kualitas pelayanan karena pelayanan yang baik berperan penting dalam membentuk kepuasan pelanggan dan meningkatkan kinerja karyawan. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kinerja karyawan di PT. Bosowa Berlian Motor Cabang Palopo. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengumpulan data melalui kuesioner kepada 50 responden yang dipilih menggunakan teknik random sampling. Analisis data dilakukan menggunakan uji validitas, reliabilitas, regresi linear sederhana, uji t, dan koefisien determinasi dengan bantuan software SPSS. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kinerja karyawan dengan nilai koefisien regresi sebesar 0,366 dan nilai signifikansi 0,009 (<0,05). Nilai t-hitung sebesar 2,732 lebih besar dibandingkan t-tabel 1,677 yang menunjukkan bahwa hipotesis diterima. Koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan kontribusi sebesar 11,7% terhadap kinerja karyawan, sedangkan sisanya dipengaruhi oleh faktor lain di luar penelitian. Hasil penelitian membuktikan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kinerja karyawan. Temuan ini menegaskan pentingnya peningkatan kualitas pelayanan melalui pelatihan, komunikasi efektif, sikap responsif, serta budaya kerja berorientasi pelanggan untuk meningkatkan kinerja. Meskipun terbatas pada satu perusahaan dan satu variabel, penelitian ini menjadi dasar bagi pengembangan riset yang lebih luas dengan melibatkan variabel serta metode penelitian yang lebih beragam.
References
Anwar, G., & Abdullah, N. N. (2021). The impact of human resource management practice on organizational performance. International Journal of Engineering, Business and Management, 5(1), 35–47. https://doi.org/10.22161/ijebm.5.1.4
Awan, S. H., Habib, N., Akhtar, C. S., & Naveed, S. (2020). Effectiveness of performance management system for employee performance through engagement. SAGE Open, 10(4). https://doi.org/10.1177/2158244020969383
Cuong, D. T. (2021). The impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 8(2), 911–921. https://doi.org/10.13106/jafeb.2021.vol8.no2.0911
Cuong, D. T. (2021). The relationship between service quality, satisfaction, trust and customer loyalty: A study of convenience stores in Vietnam. The Journal of Asian Finance, Economics and Business, 8(1), 327–335. https://doi.org/10.13106/jafeb.2021.vol8.no1.327
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Davis, D. R., Siguaw, J. A., & Sheng, X. (2020). Service productivity, satisfaction, and the impact on service firm performance. Services Marketing Quarterly, 41(4), 344–357. https://doi.org/10.1080/15332969.2020.1830640
Fatari, F., Maharani, S., & Hartoko, G. (2022). Effect of service quality and customer satisfaction on employee performance at PT. ASDP Indonesia Ferry (Persero). International Journal of Multidisciplinary Research and Literature, 1(1), 24–33. https://doi.org/10.53067/ijomral.v1i1.3
Gürlek, M., & Uygur, A. (2020). Service-oriented high-performance human resource practices and employee service performance: A test of serial mediation and moderation models. Journal of Management & Organization. https://doi.org/10.1017/jmo.2020.8
Hur, W.-M., Moon, T. W., & Jung, Y. S. (2022). Customer response to employee emotional labor: The structural relationship between emotional labor, job satisfaction, and service quality. Sustainability, 14(3), 1325. https://doi.org/10.3390/su14031325
Hur, W.-M., Shin, Y., & Moon, T. W. (2022). Linking motivation, emotional labor, and service performance from a self-determination perspective. Journal of Service Research, 25(2), 227–241. https://doi.org/10.1177/1094670520975204
Karatepe, O. M., Rezapouraghdam, H., & Hassannia, R. (2020). Job insecurity, work engagement and their effects on hotel employees’ non-green and nonattendance behaviors. International Journal of Hospitality Management, 87, 102472. https://doi.org/10.1016/j.ijhm.2020.102472
Karatepe, O. M., Saydam, M. B., & Okumus, F. (2020). COVID-19, mental health problems, and their detrimental effects on hotel employees’ propensity to be late for work, absenteeism, and life satisfaction. Current Issues in Tourism, 24(7), 934–951. https://doi.org/10.1080/13683500.2020.1744259
Najam, U., Ishaque, S., Irshad, S., Salik, Q., Khakwani, M. S., & Liaquat, M. (2020). A link between human resource management practices and customer satisfaction: A moderated mediation model. SAGE Open, 10(4). https://doi.org/10.1177/2158244020968785
Oktaviani, T., Aprianto, R., Effendi, M., & Surajiyo, S. (2026). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Keputusan Pembelian dimoderasi oleh Variabel Kepuasan Konsumen pada Percetakan di Lubuklinggau. Journal Social Society, 6(2), 1270–1248. https://doi.org/10.54065/jss.6.2.2026.1228
Prentice, C., Dominique Lopes, S., & Wang, X. (2019). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Retailing and Consumer Services, 49, 177–186. https://doi.org/10.1016/j.jretconser.2019.03.018
Rahmawati, C., Fitriani, D., Haira, F., & Panorama, M. (2022). Pengaruh kualitas layanan dan kinerja karyawan terhadap kepuasan, kepercayaan, dan loyalitas nasabah. Jurnal Manajemen dan Bisnis Sriwijaya, 20(4), 289–300. https://doi.org/10.29259/jmbs.v20i4.18725
Rusvitawati, D. (2022). Pengaruh kualitas pelayanan internal dan motivasi kerja terhadap kinerja karyawan di PT NS Tractors. Jurnal Administrasi Bisnis, 11(2), 101–110. https://doi.org/10.35797/jab.11.2.2022.38901.101-110
Sabuhari, R., Sudiro, A., Irawanto, D. W., & Rahayu, M. (2020). The effects of human resource flexibility, employee competency, organizational culture adaptation and job satisfaction on employee performance. Management Science Letters, 10, 1777–1786. https://doi.org/10.5267/j.msl.2020.1.001
Slack, N. J., Singh, G., & Sharma, S. (2021). The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 13(1), 65–83. https://doi.org/10.1108/IJQSS-10-2019-0114
Sriyanti, E., Nurhayati, N., & Zahra, S. (2026). Pengaruh Kualitas Pelayanan dan Inovasi terhadap Kepuasan Pelanggan pada Tokoh Besi Dansink Kabupaten Dharmasraya. Journal Social Society, 6(1), 424–434. https://doi.org/10.54065/jss.6.1.2026.1057
Suhartanto, D., Dean, D., Wibisono, N., Astor, Y., Muflih, M., Kartikasari, A., & Sutrisno, R. (2020). Tourist experience in halal tourism: What leads to loyalty? Current Issues in Tourism, 24(14), 1976–1990. https://doi.org/10.1080/13683500.2020.1813092
Suryani, R., Wijayanto, G., Zulkarnain, & Alwie, A. F. (2023). The effect of service quality and employee performance on customer satisfaction. International Journal of Economics, Business and Accounting Research, 7(1), 412–420. https://doi.org/10.29040/ijebar.v7i1.8732
Wibisono, N., Senalasari, W., & Elliott-White, M. (2022). Investigation of the physical environment and employee performance toward customer satisfaction in the luxury hotel: A study in Bandung, Indonesia. Journal of Marketing Innovation, 2(1). https://doi.org/10.35313/jmi.v2i1.31
Winarto, H. (2023). Pengaruh kualitas pelayanan terhadap kepuasan konsumen UMKM di Kabupaten Sleman. Jurnal Sosial dan Sains, 3(1), 49–55. https://doi.org/10.59188/jurnalsosains.v3i1.671
Yudiatmaja, W. E. (2020). Public service motivation and service quality of local government employees: A moderated mediation analysis. Policy & Governance Review, 5(1). https://doi.org/10.30589/pgr.v5i1.357
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jeni Jeni, Arianto Dangkeng
This work is licensed under a Creative Commons Attribution 4.0 International License.
License and Copyright Agreement
- Authors retain copyright and other proprietary rights related to the article.
- Authors retain the right and are permitted to use the substance of the article in their own future works, including lectures and books.
- Authors grant the journal the right of first publication with the work simultaneously licensed under Creative Commons Attribution License (CC BY 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post or self-archive their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
