The Influence of Pay Satisfaction, Job Satisfaction, Competence, and Turnover Intention on the Service Quality of Honorary Employees in the Airport Operational Unit Office of Class III North Kalimantan
Keywords: Pay satisfaction, job satisfacion, competence, turnover intention, service quality
Abstract
The study aims to determine the effect of pay satisfaction, employee job satisfaction, and competence on turnover intention and its impact on the service quality of honorary employees. The research method is quantitative research by the survey through questionnaires. The research sample was honorary employees in the Airport Operational Unit Office of Class III Kol. RA. Bessing Malinau, Tanjung Harapan, and Nunukan who have worked for more than 1 (one) year as many as 85 employees. The sampling technique in this study is a proportionate stratified random sampling technique. This research was conducted in September 2019 to February 2020. Data were analyzed using SEM PLS analysis. The results showed that pay satisfaction and job satisfaction had a significant and positive effect on service quality. Pay satisfaction, job satisfaction, and competence had a significant and negative effect on turnover intention. The turnover intention had a significant and negative effect on service quality. Pay satisfaction had a significant and indirect positive effect on service quality through turnover intention. Job satisfaction and competence did not have a significant indirect effect on service quality through turnover intention. Evaluation of employee satisfaction and competence in the organization is important to be carried out regularly. The most important thing is that this research will contribute to the body of knowledge, especially in human resource management science.
Downloads
References
Ali, A., Sherwani, M., dan Ali, A. (2015). Impact of training & development and competencies on employees’ switching intentions: the moderating effect of psychological ownership. Global Journal of Advanced Research, Vol. 2, No. 5, 877-890.
Esmaeilpour, M., dan Ranjbar, M. (2018). Investigating the impact of commitment, satisfaction, and loyalty of employees on providing high-quality service to customers. Romanian Economic and Business Review, Vol. 12, No. 1. Web:
Ghozali, I. (2016). Aplikasi Analisis Multivariat dengan Program IBM SPSS versi 23 (edisi 8). Cetakan VIII. Semarang: Badan Penerbit Universitas Diponegoro.
Hadian, D. (2017). The relationship between organizational culture and organizational commitment on public service quality; perspective local government in Bandung, Indonesia. International Review of Management and Marketing, Vol. 7. No. 1, 230.
Hair, J.F., Anderson, J.R., Tatham, R.E., Black, W.C. (2010). Multivariate Data Analysis. New Jersey: Prentice Hall International.
Hasibuan, M.S.P. (2016). Manajemen Sumber Daya Manusia. Edisi Revisi. Jakarta: Penerbit PT Bumi Aksara.
Hung, L.M., Lee, Y.S., and Lee, D.C. (2018). The Moderating Effects Of Salary Satisfaction And Working Pressure On The Organizational Climate, Organizational Commitment To Turnover Intention. International Journal of Business and Society. Vol. 19 No. 1, 104.
Kulikowski, K. (2018). The model of relationships between pay for individual performance and work engagement. Career Development International. Vol. 23, No. 4, hal. 429.
Kwenin, D.O., Muathe, S., dan Nzulwa, R. (2013). The influence of employee rewards, human resource policies and job satisfaction on the retention of employee in Vodafone Ghamna Limited. Global Journal of Human resources management.Vol 5, No. 12.
Lin, Y.C., Lin, M.L. dan Chen, Y.C. (2018). Examining the impact of tour guides’ professional competences on servic equality, tourist satisfaction, and repurchase intention towards package tour products, Journal of Tourism and Hospitality Management, Vol. 6 No. 2.
Mathis, R.L. dan Jackson, J.H. (2012). Manajemen Sumber Daya Manusia, Edisi Pertama. Jakarta: Salemba Empat, 41.
Memon, A.H. dan Rahman, I.A. (2014). SEM-PLS Analysis of inhibiting factor of cost performance for large construction project in Malaysia: perspective of clients and consultant. The scientific World Journal.
Milana, E. (2018), Impact of job satisfaction on public service quality: Evidence from syriaâ€, Serbian Journal of Management, Vol. 13, No. 2.
Mobley, W.H. (2011). Pergantian karyawan: Sebab, Akibat dan pengendaliannya. Alih Bahasa: Nurul Iman. Jakarta: PT. Pustaka Binaman Presindo, hal. 89.
Omeluzor, S.U., Nwosu, C.C., dan Molkwu, U.E. (2018). Effects of Library Infrastructure on Turnover Intentions of Librarians: A Study of University Libraries in South-South and South-East of Nigeria. Library Pilosophy and Practice (e-journal).
Pakurar, M., Haddad, H., Nagy, J., Popp, J., dan Olah, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability. 11.
Purnomo, A.H., Sularso, R.A. dan Roziq, A. (2018). The effect of competence, organizational commitment, and perceived organiztional support towards service quality and working group performance of procurement service Unit in Ministry of Finance of Indonesia, International Journal of Social Science and Humaniies Invention, Vol. 5, No. 5.
Rivai, V. (2014). Manajemen Sumber Daya Manusia untuk Perusahaan: dari Teori ke Praktik, Jakarta : Raja Grafindo Persada.
Salleh, R. dan Memon, M.A. (2015). A review on the effects of pay satisfaction on employee engagement and turnover: a proposed mediating framework. International Business Management.Vo. 9, No. 3.
Sari, R.N., Sjaharuddin, H., dan Razak, N. (2018). Pengaruh Kompetensi terhadap Kinerja Dimodrasi Profesionalisme Karyawan. Jurnal Organisasi dan Manajemen. Jurnal Organisasi dan Manajemen. 2018(1).
Takase, M., Traoka, S., dan Kosuke, Y. (2015). Investigating the adequacy of the Competence-Turnover Intention Model: how does nursing competence affect nurses' turnover intention? J. Clin Nurs. Vol. 24, No.5-6.
Tapola, M. (2016). Effect of employee turnover intention on service quality and customer satisfaction in contact centers. Thesis, AAlto University School of Business.
Vaseer, A. dan Shahzad, K. (2016). Internal marketing, job satisfaction and service quality: A study of higher education intitutions of Pakistan. The Dialogue, Vol. 11, No. 4.
Wu, X. (2016). Elementary Study on the Relationship between Employees’ Career Competencies and Turnover Intention. 2nd International Conference on Humanities and Social Science Research (ICHSSR 2016). Atlantis Press.
Zhan, X. (2015). The Impact Mechanism of Service Employees’ Job Satisfaction on Service Quality: The Role of OCB and Turnover Intention. Conference 2015 International Conference on Service Science (ICSS).
Zito, M., Emanuel, F., Molino, M., Cortese, C.G., Ghislieri, C., dan Colombo, L. (2018). Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction. Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction. PLoS ONE. Vol 13, No. 2.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.