PENGARUH PELAYANAN PRIMA DAN KUALITAS PRODUK TERHADAP KINERJA KARYAWAN DIVISI PERAWATAN PADA PT. KRAKATAU BANDAR SAMUDERA

Abstract

PT Krakatau Bandar Samudera is a subsidiary of PT Krakatau Steel Tbk (Persero) which manages the Cigading port business, Cilegon City. Engaged in the port industry, it is known that KBS's business in managing the Cigading port does not always increase. The formulation of the problem in this study is 1) How does the influence of excellent service on the performance of maintenance division employees at PT Krakatau Bandar Samudera? 2) How does product quality affect the performance of maintenance division employees at PT Krakatau Bandar Samudera? 3) How does the joint - excellent service and product quality influence the performance of maintenance division employees at PT Krakatau Bandar Samudera? The research method used is the survey method. The survey research methodology is a research method that is used to obtain data from certain natural (not artificial) places, but researchers carry out the treatment in data collection. In survey research, researchers conducted questionnaires, interviews, and observations. By using a quantitative approach by taking the population of employees of PT Krakatau Bandar Samuder. The number of samples determined in this study amounted to 35 respondents. The results of the analysis on the coefficients show that the value of r2 is 0.518. The results of the t test and f test obtained hypothesis 1 Ho was accepted and Ha was rejected, hypothesis 2 Ho was rejected Ha was accepted and H3 together Ho was rejected Ha was accepted. Then obtained a coefficient of determination of 51.8% with the regression equation in this study is Y = 7.639 + -0.183X1 + 1.183X2 so that it can be concluded that excellent service has no effect on employee performance, product quality has a positive value indicating that product quality has an influence on employee performance and when tested jointly with excellent service and product quality has a significant influence on the performance of employees of PT Krakatau Bandar Samudera.