PENGARUH CUSTOMER SATISFACTION DAN JOB SATISFACTION TERHADAP KINERJA KARYAWAN STUDI PADA BANK BRI PERSERO CABANG TERNATE

This study aims to determine the effect of customer satisfaction and job satisfaction on employee performance in the study at Bank BRI Persero, Ternate Branch. This type of research uses a quantitative approach. The population in the study on the effect of customer satisfaction and job satisfaction on employeeperformance in the study at Bank BRI Persero Ternate Branch. The number of samples used as many as 129 respondents. The data in this study are primary data and secondary data sourced from questionnaires, interviews and observations which were distributed directly to Bank BRI Persero Ternate Branch, as well as using the SPSS 22 program assistance tool. The results of this study indicate that partially the Customer Statisfaction variable has a positive and significant effect on employee performance and the Job Statisfaction variable has a positive and significant effect on employee performance. Meanwhile, the variables of Customer Statisfaction and Job Statisfaction have a positive and significant effect on the performance of the employees of Bank BRI Persero Ternate Branch. Keywords: Customer Statisfaction, Job Statisfaction and Employee PerformancPenelitian ini bertujuan untuk mengetahui pengaruh kepuasan nasabah dan kepuasan kerja terhadap kinerja pegawai pada penelitian di Bank BRI Persero Cabang Ternate. Jenis penelitian ini menggunakan pendekatan kuantitatif. Populasi dalam penelitian tentang pengaruh kepuasan nasabah dan kepuasan kerja terhadap kinerja pegawai pada penelitian pada Bank BRI Persero Cabang Ternate. Jumlah sampel yang digunakan sebanyak 129 responden. Data dalam penelitian ini adalah data primer dan data sekunder yang bersumber dari kuesioner, wawancara dan observasi yang disebarkan langsung ke Bank BRI Persero Cabang Ternate, serta menggunakan alat bantu program SPSS 22. Hasil penelitian ini menunjukkan bahwa secara parsial variabel Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap kinerja karyawan dan variabel Kepuasan Kerja berpengaruh positif dan signifikan terhadap kinerja karyawan. Sedangkan variabel Kepuasan Nasabah dan Kepuasan Kerja berpengaruh positif dan signifikan terhadap kinerja pegawai Bank BRI Persero Cabang Ternate. Kata Kunci : Kepuasan Pelanggan, Kepuasan Kerja dan Kinerja Karyawa

Pengaruh Beban Kerja Dan Stres Kerja Terhadap Turnover Intention Melalui Burnout Pada Karyawan PT BNI Cabang Ternate

This study aims to determine the effect of Work Load and Work Stress on Turnover Intention through Burnout. This research is a quantitative research. The population in this study is the employees of Bank Negara Indonesia (BNI), Ternate City. The number of research samples is 73 respondents. The data analysis technique used in this research is path modeling analysis using Smart Partial Least Square (PLS) version 4 as a statistical test tool. The results of this study indicate that: (1) Work Load has no significant effect on Turnover Intention; (2) Work Stress has no significant effect on Turnover Intention; (3) Work Load has a significant effect on Burnout; (4) Work Stress has a significant effect on Burnout; (5) Burnout has a significant effect on Turnover Intention; (6) Work Load has no significant effect on Turnover Intention through Burnout; (7) Work Stress has a significant effect on Turnover Intention through Burnout. &nbsp