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Sela Inike Natalia
"Pandemi COVID-19 berdampak signifikan pada sistem kerja yang mengubah praktik working from office (WFO) menjadi working from home (WFH). Untuk itu diperlukan karyawan yang terampil dalam menggunakan teknologi untuk menunjang aktivitas kerja. Namun, kondisi ini dapat berdampak pada prestasi kerja. Penelitian ini dan untuk menganalisis pengaruh kecemasan TIK dan kecanduan smartphone terhadap kinerja semua dosen tetap di Sekolah Administrasi Institut Nasional Administrasi Publik (NIPA) (Jakarta, Bandung, Makassar). Metode yang digunakan adalah kuantitatif dengan teknik sampling jenuh. Survei dilakukan terhadap 135 responden menggunakan kuesioner online dan dianalisis menggunakan PLS-SEM pada lima variabel: kecemasan TIK, kecanduan smartphone, gangguan, efikasi kerja, dan kinerja kerja, dengan tujuh hipotesis diuji. Studi tersebut menunjukkan bahwa kecemasan TIK secara positif mempengaruhi interupsi, interupsi secara negatif mempengaruhi kemanjuran dan kinerja pekerjaan. Sementara itu, efek kecemasan TIK terhadap efikasi kerja, efek kecanduan ponsel cerdas terhadap gangguan, dampak kecanduan ponsel cerdas terhadap efikasi kerja, dan efek efikasi kerja terhadap kinerja tidak terbukti. Oleh karena itu, rekomendasi dari penelitian ini adalah untuk memfasilitasi berbagi pengetahuan terkait kompetensi TIK atau literasi. Selain itu, NIPA harus memperkuat jaminan keamanan pilihan teknologi terhadap hak intelektual dosen dan mengintegrasikan tuntutan kebutuhan TIK dengan prosedur administratif-teknis.

COVID-19 pandemic significantly impacts the working system that shifts working from office (WFO) practice into working from home (WFH). It requires skilful employees in using technology to support work activities. However, this condition could impact job performance. This study aimed to analyze the effect of ICT anxiety and smartphone addiction on work performance for all permanent lecturers at the National Institute of Public Administration (NIPA) School of Administration (Jakarta, Bandung, Makassar). A quantitative method was used with a saturated sampling technique. The survey was conducted on 135 respondents using online questionnaires and analyzed using PLS-SEM on five variables: ICT anxiety, smartphone addiction, interruption, job efficacy, and job performance, with seven hypotheses tested. The study shows that ICT anxiety positively affects interruptions, interruption negatively affects job efficacy and performance. Meanwhile, the effects of ICT anxiety on job efficacy, smartphone addiction effects on interruption, the impact of smartphone addiction on job efficacy, and job efficacy effects on job performance are not proven. Therefore, the recommendation of this study is to facilitate the sharing of knowledge related to ICT competence or literacy. In addition, NIPA must strengthen the guarantee of the security of technology choices against lecturers' intellectual rights and integrate the demands of ICT needs with administrative-technical procedures."
Depok: Fakultas Ilmu Administrasi Universitas Indonesia, 2022
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UI - Skripsi Membership  Universitas Indonesia Library
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Aurum Fitrisari Sakti
"Penelitian ini bertujuan untuk menguji pengaruh dari on-the-job training dan reward terhadap kinerja karyawan. Variabel on-the-job training diukur menggunakan konsep transfer of training (Noe, 2005), reward diukur berdasarkan referensi jurnal oleh (Gohari, et al, 2013), dan kinerja karyawan diukur menggunakan konsep performance evaluation oleh (Bernardin & Russell, 2003). Penelitian ini menggunakan pendekatan kuantitatif. Data penelitian dikumpulkan melalui survey yang dilakukan kepada 81 karyawan tetap non-manajerial di 7 outlet restoran Baso INO dengan menggunakan teknik total sampling. Penelitian ini menggunakan analisis regresi berganda dan koefisien determinasi (r square) untuk menguji pengaruh di antara variabel yang dijadikan objek penelitian secara simultan maupun secara parsial. Hasil analisis regresi berganda menunjukkan bahwa 32,1% kinerja karyawan tetap non manajerial di 7 outlet restoran Baso INO dipengaruhi oleh on-the-job training dan reward. Pada penelitian ini ditemukan bahwa on-the-job training dan reward memiliki pengaruh secara simultan dan parsial terhadap kinerja karyawan tetap non-manajerial di 7 outlet restoran Baso INO.

This study aims to examine the effect of on-the-job training and reward on employee performance. On-the-job training was measured using transfer of training concept according to (Noe, 2005). Reward was measured by reference of journal which has been researched by (Gohari, et al. 2013). Employee performance was measured using performace evaluation concept according to (Bernardin & Russell, 2003). This research used a quantitative approach. Data was collected through survey and the number of sample is 81 permanent employee level non-managerial at Baso INO Restaurant. Variables were measured using multiple regression analysis and coefficient of determination analysis. The result shows that 32,1% of permanent employee non-managerial level at Baso INO Restaurant influenced by on-the-job training and reward. This study found that both transfer abilty of on-the-job training and reward (intrinsic and extrinsic) have an affect for simultaneous and partial on the performance of permanent employee non-managerial level at Baso INO Restaurant."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2015
S58925
UI - Skripsi Membership  Universitas Indonesia Library
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Rayhan Ero Harninditya Fithraka
"Industri manufaktur adalah penyerap tenaga kerja dan kontributor Produk Domestik Bruto (PDB) terbesar bagi Indonesia, khususnya di manufaktur Fast Moving Consumer Goods (FMCG). Tingginya jumlah tenaga kerja membuat kinerja karyawan menjadi hal penting demi keberlangsungan perusahaan, sehingga faktor-faktor yang memengaruhinya perlu untuk diidentifikasi. Penelitian ini bertujuan untuk menganalisis pengaruh training & development dan supervisor support pada job performance dengan job satisfaction sebagai mediator. Penelitian ini menggunakan analisis kuantitatif menggunakan kuesioner daring (online) dengan sampling kepada karyawan di manufaktur FMCG di Indonesia. Data diolah menggunakan metode Structural Equation Model (SEM) pada perangkat lunak LISREL 8.80. Hasil penelitian menunjukan adanya hubungan positif antara training & development dan supervisor support terhadap job performance yang dimediasi oleh job satisfaction. Penelitian ini berkontribusi dalam memperluas studi empiris terkait faktor yang dapat meningkatkan produktivitas tenaga kerja manufaktur FCMG di Indonesia.

Manufacture industry is the largest employer and contributor to Gross Domestic Product (GDP) in Indonesia, particularly the FMCG (Fast Moving Consumer Goods). The high number of workers makes employee performance important for the sustainability of the company, so it is necessary to identify the factors that influence it. This study aims to analyze the effect of training & development and supervisor support on job performance with job satisfaction as a mediator. The study applies quantitative research using online questionnaire with purposive sampling on employees of FMCG manufacture in Indonesia. The data was processed using SEM (Structural Equation Model) method in LISREL 8.80 software. The results show that there is a positive relationship between training & development and supervisor support on job performance that mediated by job satisfaction. This research contributes to expanding empirical studies regarding factors that could increase the productivity of FMCG manufacture employees in Indonesia."
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2023
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UI - Dokumentasi  Universitas Indonesia Library
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Dimas Pandu Dwi Fernanda
"Meningkatnya tingkat partisipasi perempuan dalam dunia kerja, membuat peran yang dipegang cukup kompleks dan mendorongnya untuk berkomitmen dalam keluarga maupun pekerjaannya. Oleh karena itu, dukungan dari supervisor sebagai jembatan antara perusahaan dengan karyawan menjadi penting dalam mengarahkan serta mengontrol kinerja karyawannya agar tetap sesuai dengan tujuan perusahaan. Perusahaan lewat supervisor harus menemukan strategi untuk meningkatkan hubungan yang positif antara keluarga dengan pekerjaan dan dampaknya pada kepuasan hidup yang dirasakan. Penelitian ini bertujuan untuk mengetahui pengaruh dari supervisor support terhadap job performance dan life satisfaction dengan role conflict, role ambiguity, role overload, dan work family enrichment sebagai mediasi dengan menggunakan metode Structural Equation Modeling (SEM). Data penelitian diperoleh dari 242 karyawan perempuan yang sudah menikah dan bekerja di bank di Daerah Jabodetabek melalui kuesioner. Hasil penelitian menunjukkan bahwa supervisor support memiliki pengaruh positif terhadap job performance dan life satisfaction, dimana role ambiguity dan work family enrichment terbukti memediasi namun tidak dengan role conflict dan role overload.

The increasing level of women's participation in the world of work makes the roles held quite complex and encourages them to be committed in their family and work. Therefore, support from supervisors as a bridge between the company and employees becomes important in directing and controlling the performance of their employees so that they remain in accordance with company goals. Companies through supervisors must find strategies to enhance positive relationships between families and work and their impact on perceived life satisfaction. This study aims to determine the effect of supervisor support on job performance and life satisfaction with role conflict, role ambiguity, role overload, and work family enrichment as mediation using the Structural Equation Modeling (SEM) method. Research data were obtained from 242 female employees who were married and worked in banks in Jabodetabek through a questionnaire. The results showed that supervisor support has a positive influence on job performance and life satisfaction, where role ambiguity and work family enrichment are proven to mediate but not with role conflict and role overload."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2020
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UI - Skripsi Membership  Universitas Indonesia Library
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Untung Priyatmojo
"Penelitian ini bertujuan untuk mengetahui persepsi pegawai mengenai hubungan antara proses penilaian kinerja dan karakteristik pekerjaan dengan motivasi pegawai dalam melayani wajib pajak pada Kantor Pelayanan Pajak (KPP) PMA Empat. Penelitian menggunakan desain korelasional dengan melibatkan 100 sampel (responden) yang diambil dengan teknik sensus. Pengumpulan data dilakukan dengan kuesioner yang telah diuji validitas dan reliabilitasnya. Data yang diperoleh dianalisis dengan rumus korelasi Rank Spearman yang perhitungannya dilakukan dengan program SPSS versi 12. Teori yang mendasari adanya hubungan antara proses penilaian kinerja dengan motivasi dijelaskan oleh Antonioni, Waldman, Atwater dan Antonioni bahwa penilaian kinerja yang potensial mampu meningkatkan motivasi kerja adalah penilaian kinerja ,nuliisource, yaitu dengan mengkombinasikan upward, downward, lateral dan self assessment. Sedangkan teori yang mendasari adanya hubungan antara karakteristik pekerjaan dengan motivasi dijelaskan oleh Hackman dan Oldham bahwa lima dimensi inti dalam karakteristik pekerjaan (keragaman identitas tugas, signifikansi tugas, otonomi umpan balik) merupakan model karakteristik kerja dari motivasi kerja.
Hasil analisis deskriptif menunjukkan bahwa proses penilaian kinerja secari umum dinilai baik. Karakteristik pekerjaan tergolong sangat sesuai dan motivasi melayani wajib pajak tergolong sangat tinggi. Sedangkan hasil pengujian hipotesis menunjukkan bahwa proses penilaian kinerja memiliki hubungan positif dan signifikan dengan motivasi pegawai untuk melayani wajib pajak dengan nilai koefisien korelasi = 0,518 dan karakteristik pekerjaan memiliki hubungan positif dan signifikan dengan motivasi pegawai untuk melayani wajib pajak dengan nilai koefisien korelasi = 0,516. Dengan demikian kesimpulan penelitian ini adalah semakin baik proses penilaian kinerja dan semakin sesuai karakteristik pekerjaan maka semakin tinggi motivasi pegawai dalam melayani wajib pajak. Oleh karena itu, proses penilaian kinerja pada KPP PMA Empat perlu dikembangkan lebih lanjut dengan cara menyempurnakan kriteria proses; nilai dan kinerja secara terus menerus dan menjamin terpenuhinya kriteria tersebut dengan obyektif; karakteristik pekerjaan pada KPP PMA Empat perlu dipertahankan eksistensinya dengan melakukan penyempurnaan secara terus menerus atas pelaksanaan karakteristik pekerjaan dengan mempertimbangkan aspirasi pegawai sebagai aset kantor yang paling berharga dan diharapkan memberikan kontribusi yang besar kepada kantor dan dilakukan penelitian lanjutan dengan pendekatan yang sama namun melibatkan jumlah sampel yang lebih.

This research aimed to know employees perception about relationship between performance appraisal processing and job characteristic with motivation officer in serving the taxpayer at Kantor Pelayanan Pajak PMA Empat. Design research using co-relational by entangling 100 samples is taken with census technique. Data collecting with questionnaire which have been tested by validity and reliability test. Data analyzed with Rank Spearman correlation which calculated with SPSS version of 12. The theory which had been the relationship between performance evaluating process and motivation explained by Antonioni Waldman. Atwater and Antonioni that potentially evaluating performance can increase job motivation is multi source evaluating performance which is combination upward, downward, lateral and self assessment. Another theory which had been based the relationship between job characteristic and motivation explained by Hackman and Oldham that five core dimensions in job characteristic (differences, task identity. task significant, autonomous, feedback) is job characteristic mode from job motivation.
Descriptive analysis result indicate that performance appraisal processing in general assessed is good. job characteristic pertained very according, motivation serve the taxpayer pertained very high. From the examination of hypothesis indicate that appraisal performance processing have the positive relationship and significant with officer motivation to serve the taxpayer with correlation coefficient 0.518, and work characteristic have the positive relationship and significant with officer motivation to serve the taxpayer with correlation coefficient = 0.516. Thereby conclusion of this research is progressively good performance appraisal processing and progressively according to job characteristic. hence excelsior motivate the officer in serving the taxpayer. Therefore. performance appraisal processing at KPP PMA Empat needed to develop furthermore by completing the criterion performance appraisal processing continually and guarantee fulfilled of the criterion with objective: job characteristic at KPP PMA Empat needed defended his existence by doing the completion continually of execution of job characteristic by considering the officer aspiration as most valuable office asset and expected give the big contribution to office; and done the research of continuation with same approach but entangle the amount sample which more.
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Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2006
T21585
UI - Tesis Membership  Universitas Indonesia Library
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Aisyah Rahmayanti
"Berdasarkan pengamatan sederhana didapatkan bahwa terdapat adanya ketidaksinambungan yang terjadi mengenai persepsi karyawan di Rumah Sakit Hermina Depok dalam hal pekerjaan yang dilakukan dan yang tercantum dalam uraian jabatan serta penilaian kinerja yang dilakukan oleh manajemen rumah sakit Maka dari itu penelitian ini bertujuan untuk mengetahui hubungan antara persepsi perawat pelaksana rawat inap mengenai analisis jabatan dengan penilaian kinerja di Rumah Sakit Hermina Depok tahun 2014 Penelitian ini merupakan studi cross sectional dengan jenis penelitian kuantitatif Populasi penelitian ini adalah seluruh perawat pelaksana rawat inap dengan sampling jenuh Hasil penelitian menunjukkan terdapat hubungan yang signifikan pada variabel persepsi standard SKAs dan qualifications dengan persepsi penilaian kinerja yakni p 0 000 p 0 006 p 0 011 p0 05 Kesimpulannya adalah secara garis besar persepsi perawat pelaksana rawat inap di Rumah Sakit Hermina Depok tahun 2014 sudah mengetahui dengan baik mengenai analisis jabatan dan penilaian kinerja yang dilakukan oleh rumah sakit.

Based on a simple observation it was found that there is a disconnection on employee perceptions in Hermina Depok Hospital between work which the employee did and which is listed in job description as well as appraisal performance carried out by the hospital management Therefore this study is aimed to determine the correlation between ward nurses rsquo perception about job analysis and performance appraisal in Hermina Depok Hospital in 2014 This study is a cross sectional and quantitative study The population of this study are all nurses whom work in wards The sample number is same with population number because this study using saturation sampling The results showed a significant correlation between standard SKAs and qualifications perception with appraisal performance perception Each of those correlation has p 0 000 p 0 006 p 0 011 p0 05 The conclusion is nurses who work at wards in Hermina Depok Hospital in 2014 is already know well about the job analysis and performance assessment which is did by the hospital"
Depok: Fakultas Kesehatan Masyarakat Universitas Indonesia, 2015
S58167
UI - Skripsi Membership  Universitas Indonesia Library
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Tien Danarti Mesra
"Keberhasilan suatu organisasi dalam mencapai tujuannya sangat tergantung kepada sumber daya manusia sebagai faktor penggerak dalam organisasi itu sendiri. Belum optimalnya kinerja sumber daya manusia dalam suatu organisasi seperti halnya yang terjadi di bagian Verifikasi dan Akuntansi Biro Keuangan dan Perlengkapan Departemen Perindustrian dan Perdagangan berkaitan erat dengan beberapa faktor yang mempengaruhinya. Dalam kaitannya dengan fungsi verifikasi sebagai tertib administrasi pelaksanaan pengelolaan keuangan negara, maka diperlukan kinerja yang optimal dari para pelaksana di bagian verifikasi tersebut. Hal inilah yang melatar belakangi penulis untuk melakukan penelitian dengan melihat dari faktor motivasi dan kemampuan kerja pegawainya serta mengangkat permasalahan tersebut sebagai judul dalam tesis: "Analisis Hubungan Antara Faktor Motivasi dan Kemampuan Kerja Deegan Kinerja Pegawai di bagian Verifikasi dan Akuntansi Biro Keuangan dan Perlengkapan Departemen Perindustrian dan Perdagangan".
Penelitian ini bertujuan untuk mengetahui gambaran tentang motivasi kerja, kemampuan kerja, dan kinerja pegawai di bagian Verifikasi dan Akuntansi Biro Keuangan dan Perlengkapan Departemen Perindustrian dan Perdagangan. Di samping itu, penelitian ini juga dimaksudkan untuk menjelaskan hubungan antara motivasi kerja dan kemampuan kerja dengan kinerja pegawai.
Pendekatan yang digunakan dalam penelitian ini merupakan pendekatan kuantitatif dengan mengukur data yang diperoleh dari persepsi responden yang telah disusun berdasarkan skala Likert. Populasi dalam penelitian ini sekaligus merupakan sampel penelitian, meliputi pegawai di bagian Verifikasi dan Akuntansi Biro Keuangan dan Perdagangan yang berjumlah 36 orang. Teknik pengumpulan data dilakukan dengan mempergunakan kuesioner dan diolah dengan menggunakan teknik analisis deskriptif korelasional dengan dibantu penggunaan SPSS (Statistical Package for Social Science versi 12.0).
Hasil penelitian menunjukkan bahwa motivasi kerja pegawai di bagian verifikasi ada pada kategori rendah, kemampuan kerja pegawai pada kategori sedang, demikian juga kinerja pegawai menunjukkan kategori sedang. Selanjutnya hubungan antara variabel bebas dengan variabel terikat menunjukkan bahwa variabel motivasi mempunyai hubungan yang signifikan, positif dan kuat terhadap variabel kinerja dengan koefisien korelasi sebesar 0.651. Adapun variabel kemampuan kerja mempunyai hubungan yang signifikan, positif namun lemah terhadap variabel kinerja dengan koefisien korelasi sebesar 0.437.

The success of an organization in achieving its objectives is very dependent on human resource as the driver of the organization it self. The performance of human resource in the Verification and Accounting section of the Finance and Procurement Bureau of the Indonesia Ministry Industry and Trade has not been optimum, because of some affecting factors. Considering the importance of verification function as administration governance in the state financial management implementation and in relation to the performance condition in the section. This research was conducted, exploring motivation and employee working ability aspect. These aspects are used as its background with the title of the thesis is Analysis Of Correlation between Motivation and Employee Working Ability and Employee Performance in Verification and Accounting Section, Finance and Procurement Bureau, Ministry of Industry and Trade. The research is intended to obtain the comprehensive view in accordance with motivation, capability and performance of the employees at the Verification and Accounting section of the Finance and Procurement Bureau, Ministry of Industry and Trade.
The purpose of the research is also seeking the correlation between motivation and performance. Furthermore, its also wants to identify correlation between ability and performance of the employees. The research used a quantitative approach as the main guidance based on respondent perception and was analyzing by Likert scale.
The research used descriptive and co-relational analytical method and involved population of 36 respondents of the employees at Verification and Accounting section, Finance and Procurement Bureau, Ministry of Industry and Trade. Data collecting method used questionnaire, and the data is analyzed by using SPSS (Statistical Package for Social Science).
The result of the research has shown that motivation of the employees indicate at low level, the ability of the employees tend to medium level, nevertheless the performance of the employees indicate at medium level as well as ability. The correlation between motivation and performance indicate at 0,651 of correlation coefficients, it means that there is significant correlation between motivation and performance. Meanwhile, the correlation between ability and performance indicate at 0,437 of correlation coefficients, it means that there is not significant even though the correlation shows positive direction in a weak level."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2005
T21577
UI - Tesis Membership  Universitas Indonesia Library
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Munandar Wahyono
"Progressives and deteriorations of the organization in an institution are determined by the Human Resource itself. Also in managing the good governance, the implementation of the three equivalent pillars among government, private sector, and society are needed. In line with that condition, the future Human Resource has to implement the three principals. There're no exceptions for the Directorate General of Human righlss Protection, according to the Keppres. No. 40 year 2004 that had given authorization to pioneer the RANHAM action in year 2004 - 2009.
For that, as the perpetrator pillar together with the stake holders in the entire Nusantara, the Human Resource as an organizer, a rnariager, a leader, a contractor, and as the government institution's organizer must be high competitive and implicate the three pillars (government, private sector, and the society) equally and well-balance. This mean, without the competition, we will find the Human Resource with low working spirit.
Connected to the view above, the research is focused to get the respondent's answers about how far the Motivation's Factors Influence the Working Spirit of the Human Resource in Directorate General of the Human Rights Protection. From the random sampling respondent research's results, we find out that:
1.There are significant effects among the motivation's factors to the working spirit.
2.The motivation's factors groups, such as motives, expectations, and incentives are quite affected the working spirit.
3.The accurate percentage of the motivation's factors to the working spirit is 51, 2%.
Based on the results of the research, Directorate General of Human rights Protection's management has to paid more attention to the motivation's factors that affected the working spirit of the employees, in order to develop the employees and create the cohesion between them to face the competition ahead. So the implementation of good and accountable governance will held perfectly. Thus, the National Action Plan for Human Rights Year 2004 - 2009 (RANHAM 2004 - 2009 Program), while at the moment is still building the Regional Committees of RANHAM 2004 - 2009, will achieve its planned target."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2005
T22006
UI - Tesis Membership  Universitas Indonesia Library
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Fadila Okta Pretylia
"Saat ini industri jasa keuangan didorong untuk memiliki sumber daya manusia yang berdaya saing tinggi dan diharapkan dapat menggunakan teknologi khususnya internet secara bijaksana dan profesional. Penelitian ini bertujuan untuk menguji hubungan pengaruh private demands yang dimediasi oleh cyberloafing terhadap job stress dan work performance karyawan milenial di industri jasa keuangan Indonesia. Penelitian ini memfokuskan pada peran cyberloafing yang masih jarang diteliti di Indonesia. Responden dalam penelitian ini berjumlah sebanyak 203 orang yang merupakan karyawan milenial yang bekerja di industri jasa keuangan. Pengolahan data dilakukan melalui metode Structural Equation Modelling (SEM). Hasil dari penelitian ini menunjukkan bahwa cyberloafing berperan sebagai partial mediation yang memediasi hubungan antara private demands dengan job stress, dan private demands dengan work performance. Sebagai penutup, penelitian ini menjelaskan implikasi manajerial terkait private demands, cyberloafing, job stress, dan work performance.

Nowadays the financial industry supports high-competitiveness of human resources and is expected to use techonology such as intenet wisely and professionally. Private demands are mediated by cyberloafing on job stress and work performance in the Indonesian financial services industry. This study focuses on the role of cyberloafing that remains under explored in Indonesia. The sample in this study are 203 millenials employee who work in the financial services industry. The data were processed by using Structural Equation Modeling (SEM) method. The results of this study indicate that cyberloafing partially mediates the relationship between private demands on job stress, and private demands on work performance. The closing of this study explains the managerial implications of private demands, cyberloafing, job stress, and work performance."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2019
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UI - Skripsi Membership  Universitas Indonesia Library
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Dwi Febrianti
"Penelitian ini bertujuan untuk mengetahui pengaruh high performance work practices terhadap job performance dan extra-role customer service dengan dimediasi oleh work engagement. Responden dalam penelitian ini adalah 188 karyawan frontline beberapa hotel bintang 4 dan 5 di Jakarta. Dengan menggunakan metode pengolahan data Structural Equation Modelling SEM.
Hasil penelitian menunjukan bahwa high performance work practice memiliki pengaruh positif terhadap work engagement. Kemudian work engagement ditemukan memiliki pengaruh positif terhadap job performance. Selain itu, work engagement ditemukan memiliki pengaruh positif terhadap extra-role customer service. Hasil penelitian juga menunjukan bahwa work engagement memediasi high performance work practice terhadap job performance dan extra-role customer service.

This study aims to determine the effect of high performance work practices on job performance and extra role customer service mediated by work engagement. Respondents in this study were 188 frontline hotel employees in Jakarta. By using the Structural Equation Modeling SEM.
The result showed that high performance work practices has positive and significant effect toward work engagement. Then work engagement is found to have positive and significant effect toward job performance. In addition, work engagement is found to have positive and significant effect toward extra role customer service. The result also discovers that work engagement was mediate the effect of high performance work practice on job performance and extra role customer service.
"
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2017
S68296
UI - Skripsi Membership  Universitas Indonesia Library
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