Pengaruh Efikasi Diri, Optimisme dan Disiplin Kerja Terhadap Kualitas Pelayanan Karyawan
DOI:
https://doi.org/10.58192/wawasan.v4i1.4252Keywords:
Self-Efficac, Optimism, Work Discipline, Service QualityAbstract
The purpose of this research is to analyse the influence of self-efficacy, optimism, and working discipline of the quality of employee service at BNI Syariah Bank of Probolinggo. Sampling techniques using qualitative descriptive analysis or the dissemination of the questionnaire to all employees of Bank BNI Syariah KC Probolinggo, from the results of the dissemination of the questionnaire there are 40 can be processed questionnaire. The methods of analysis used in this study include validity tests, reusability tests, classical assumption tests, and hypothesis tests using SPSS 20 programs. The results of this study explained that the X variables consisting of self-efficacy and optimism are having negative effect toward quality of service and discipline works is having positive effect on the quality of employee service of the Bank BNI Shariah Sharia of Probolinggo.
References
Aini, N. (2017). OJK: Minat masyarakat terhadap perbankan syariah meningkat. Diakses dari https://republika.co.id
Chusniyah, T., & Pitaloka, A. (2012). Analisis wacana pada media internet terhadap optimisme tentang masa depan Indonesia. Jurnal Sains Psikologi, 2(2), 67–81.
Citra, M., Lubis, N., & Nurseto, S. (2013). Analisis kepuasan pelanggan atas kualitas pelayanan Blackberry Internet Service Provider Telkomsel. Diponegoro Journal of Social and Political Science, 1–7.
Dwipayana, M. A. (2014). Pengaruh disiplin kerja, motivasi dan gaya kepemimpinan terhadap kinerja karyawan. E-Jurnal Manajemen Universitas Udayana, 3(1), 225–242.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Khorista, A., Yulianto, E., & Kholid, M. (2015). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Jurnal Administrasi Bisnis (JAB), 25(2).
Liang, C., & Dunn, P. (2014). Examining entrepreneurial characteristics, motivations, barriers, and outcomes. Journal of Business and Entrepreneurship, 64–94.
Made, I. (2012). Efikasi diri: Tinjauan teori Albert Bandura. Buletin Psikologi, 20(1–2), 18–25.
Mutiara, T. (2016). Analisis pengaruh disiplin kerja, motivasi kerja dan lingkungan kerja terhadap kinerja karyawan.
Nuzulia, M. (2018). Pengaruh kualitas produk dan pengetahuan karyawan terhadap kepuasan nasabah (Skripsi). UIN Sunan Kalijaga.
Pramana, K., & Sudharma, I. N. (2013). Pengaruh kompensasi, lingkungan kerja fisik dan disiplin kerja terhadap kinerja karyawan. E-Jurnal Manajemen Universitas Udayana, 2(9), 1175–1188.
Puji, R., & Purwanto, E. (2014). Perbedaan self-efficacy siswa dalam menghadapi ujian nasional. Educational Psychology Journal, 3(1).
Raharjo, A. (2013). Teori-teori pembangunan ekonomi. Graha Ilmu.
Ratnasari, H., & Yusnita, N. (2018). Analisis hubungan efikasi diri dengan kinerja karyawan. JIMFE, 4(1), 51–66.
Saleem, S., Saba, G., & Adnan, A. (2012). Self-efficacy and optimism as predictors of organizational commitment. International Journal of Research Studies in Psychology, 2(2).
Supranto, J. (2011). Pengukuran tingkat kepuasan pelanggan. Rineka Cipta.
Thomas, B. (2014). Hope and optimism as related to life satisfaction. The Journal of Positive Psychology, 2(3), 168–175.
Schulman, P. (2013). Applying learned optimism to increase sales productivity. Journal of Personal Selling & Sales Management.
Eka, P., & Made, I. (2016). Pengaruh self-efficacy dan motivasi kerja terhadap kepuasan kerja pegawai. E-Jurnal Manajemen Unud, 5(11), 7339–7365.
Pangarsa, A., & Susanti, P. I. (2016). Pengaruh disiplin kerja terhadap kinerja pegawai. Jurnal Manajemen Teori dan Terapan.
Gde, A. A., & Bagus, I. (2015). Pengaruh motivasi, disiplin kerja dan lingkungan kerja terhadap kinerja karyawan. E-Jurnal Manajemen Unud, 4(8), 2301–2317.
Dwining, R. (2018). Pengaruh disiplin kerja dan lingkungan kerja terhadap kinerja karyawan. Jurnal Administrasi Bisnis, 62(1).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
