S MRL 1006332Table of content

DAFTAR ISI

Daftar isi

Halaman

PERNYATAAN ........................................................................................... i
ABSTRAK .................................................................................................... ii
KATA PENGANTAR .................................................................................. iv
UCAPAN TERIMA KASIH ........................................................................ v
DAFTAR ISI . .............................................................................................. vi
DAFTAR TABEL ........................................................................................ x
DAFTAR GAMBAR .............................................................................. ....... xiii
DAFTAR LAMPIRAN ................................................................................ xv

BAB I PENDAHULUAN
A. Latar Belakang Penelitian .......................................................................... 1
B. Identifikasi dan Perumusan Masalah ......................................................... 7
C. Tujuan Penelitian ...................................................................................... 8
D. Manfaat Penelitian .................................................................................... 9
E. Struktur Organisasi.................................................................................... 9


BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN dan HIPOTESIS
PENELITIAN
A. Pariwisata ................................................................................................. 11
B. Hotel ........................................................................................................ 11
C. Manajemen Sumber Daya Manusia (MSDM) ........................................... 13
1. Pentingnya MSDM ............................................................................. 13
2. Pengertian MSDM .............................................................................. 15
3. Komponen MSDM ............................................................................. 16
4. Peranan MSDM .................................................................................. 18
D. Motivasi Kerja ......................................................................................... 19
1. Pentingnya Motivasi ........................................................................... 19
Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

2. Pengertian Motivasi ............................................................................ 21
3. Tujuan Motivasi ................................................................................. 23
4. Tipe-tipe Motivasi .............................................................................. 24

5. Model-model Motivasi ........................................................................ 25
6. Metode Motivasi ................................................................................ 26
7. Proses Motivasi .................................................................................. 27
8. Dimensi Motivasi ............................................................................... 27
E. Kinerja Karyawan .................................................................................... 32
1. Pengertian Kinerja .............................................................................. 32
2. Standar Kinerja Karyawan .................................................................. 33
3. Faktor-faktor yang Mempengaruhi Kinerja ......................................... 33
4. Dimensi Kinerja ................................................................................. 34
F. Kualitas Pelayanan ................................................................................... 35
1. Pengertian Kualitas Pelayanan ............................................................. 35
2. Model Kualitas Pelayanan .................................................................. 37
3. Sasaran dan Kenggulan Layanan ........................................................ 40
4. Dimensi Kualitas Pelayanan ............................................................... 40
G. Penelitian Terdahulu yang Relavan dengan Bidang yang Diteliti .............. 41
H. Posisi Teoritik Peneliti ............................................................................. 43
1. Kerangka Pemikiran ........................................................................... 43
2. Hipotesis Penelitian ............................................................................ 45

BAB III METODE PENELITIAN

A. Lokasi, Populasi, Sampel Penelitian dan Tehnik Pengambilan Sampel ..... 46
1. Lokasi Penelitian ................................................................................ 46
2. Populasi dan Sampel Penelitian .......................................................... 47
3. Teknik Pengambilan Sampel .............................................................. 47
B. Metode Penelitian .................................................................................... 48
C. Definisi Operasional ................................................................................. 49
D. Instrumen Penelitian ................................................................................. 52
Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

1. Jenis Instrumen ................................................................................... 52
2. Skala Pengukuran ............................................................................... 53
3. Penyusunan Instrumen ........................................................................ 53
E. Proses Pengembangan Instrumen .............................................................. 54
1. Uji Validitas Instrumen ...................................................................... 55
2. Uji Reliabilias Instrumen .................................................................... 58
F. Teknik Pengumpulan Data ....................................................................... 61
1. Studi Dokumentasi ............................................................................. 62

2. Studi Literature ................................................................................... 62
3. Angket/Kuisioner ............................................................................... 62
G. Tehnik Analisis Data ................................................................................ 62
1. Analisis Deskriptif Variabel Penelitian ............................................... 63
4. Analisis Verifikatif Variabel Penelitian ............................................... 65
a. Uji Normalitas .............................................................................. 65
b. Uji Linearitas ................................................................................ 66
c. Path Analysis ................................................................................ 66

BAB IV HASIL PENELITIAN DAN PEMBAHASAN
A. Gambaran Umum Padma Hotel Bandung ................................................. 72
1. Sejarah Singkat Padma Hotel Bandung ................................................. 72
2. Visi dan Misi Padma Hotel Bandung .................................................. 73
3. Struktur Organisasi Padma Hotel Bandung ......................................... 75
4. Fasilitas Padma Hotel Bandung .......................................................... 76
5. Housekeeping Department Padma Hotel Bandung .............................. 78
B. Karakteristik Responden .......................................................................... 79
1. Jenis Kelamin ..................................................................................... 80
2. Usia ......................................... ............................................................ 81
3. Pendidikan ......................................................................................... 81

C. Analisi Deskriptif Penelitian ..................................................................... 82
1. Deskripsi Motivasi Kerja .................................................................... 82
Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

2. Deskripsi Kinerja Karyawan ............................................................... 91
3. Deskripsi Kualitas Pelayanan

.......................................................... 100

D. Analisi Verifikatif penelitian .................................................................... 111
1. Uji Normalitas ..................................................................................... 111
2. Uji Linearitas ...................................................................................... 112
3. Analisis jalur ...................................................................................... 114
4. Pembahasan ....................................................................................... 123
a. Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan .................. 123
b. Pengaruh Motivasi Kerja Terhadap Kualitas Pelayanan ................. 126
c. Pengaruh Kinerja Karyawan Terhadap Kualitas pelayanan ............ 128

d. Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta
Dampaknya Pada Kualitas Pelayanan ............................................ 129

BAB V KESIMPULAN DAN SARAN
A. Kesimpulan ............................................................................................... 131
B. Rekomendasi ............................................................................................. 133

DAFTAR PUSTAKA ..................................................................................... 135
LAMPIRAN ................................ .................................................................... 138
RIWAYAT HIDUP

Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

DAFTAR TABEL
Tabel
Tabel 1.1


Halaman
Jumlah Tamu Mancanegara Dan Nusantara Pada Hotel
Berbintang Jawa Barat Tahun 2008-2012 ................................. 2

Tabel 1.2

Jumlah Hotel di Jawa Barat 2013 ............................................ 3

Tabel 1.3

Peringkat Hotel Kota Bandung dalam Tripadvisor pada
bulan November ....................................................................... 4

Tabel 1.4

Komentar Negatif Padma Hotel Bandung 2013 ....................... 5

Tabel 1.5

Komentar Negatif Housekeepin Department 2013 .................... 6


Tabel 2.1

Sasaran dan Keunggulan Manfaat Layanan .............................. 40

Tabel 3.1

Kisi-kisi Instrumen Penelitian ................................................. 50

Tabel 3.2

Hasil Uji Validitas Variabel Motivasi Kerja ............................ 56

Tabel 3.3

Hasil Uji Validitas Variabel Kinerja Karyawan ....................... 57

Tabel 3.4

Hasil Uji Validitas Variabel Kualitas Pelayanan ...................... 58


Tabel 3.5

Hasil Uji Reliabilitas Variabel Motivasi Kerja ......................... 60

Tabel 3.6

Hasil Uji Reliabilitas Variabel Kinerja Karyawan .................... 61

Tabel 3.7

Hasil Uji Reliabiltas Variabel Kualitas Pelayanan ................... 61

Tabel 4.1

Fasilitas Ruang Pertemuan Padma Hotel Bandung.................... 77

Tabel 4.2

Motivasi Kerja Berdasarkan Sub Variabel Motif ...................... 83


Tabel 4.3

Motivasi Kerja Berdasarkan Sub Variabel Harapan .................. 85

Tabel 4.4

Motivasi Kerja Berdasarkan Sub Variabel Insentif ................... 87

Tabel 4.5

Rekapitulasi Perolehan Skor Tanggapan Karyawan
tentang Motivasi Kerja Departemen Housekeeping di Padma
Hotel Bandung ......................................................................... 89

Tabel 4.6

Kinerja Karyawan Berdasarkan Sub Variabel Kualitas ............. 91

Tabel 4.7


Kinerja Karyawan Berdasarkan Sub Variabel Kuantitas ........... 93

Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

Tabel 4.8

Kinerja Karyawan Berdasarkan Sub Variabel Penggunaan
Waktu ......................................................................................... 95

Tabel 4.9

Kinerja Karyawan Berdasarkan Sub Variabel Kerja Sama ........ 97

Tabel 4.10

Rekapitulasi Perolehan Skor Tanggapan Karyawan tentang
Kinerja Karyawan Departemen Housekeeping di Padma
Hotel Bandung ....................................................................... 98

Tabel 4.11

Kualitas Pelayanan Berdasarkan Sub Variabel Reliability.......... 100

Tabel 4.12

Kualitas Pelayanan Sub Variabel Responsiveness

Tabel 4.13

Kualitas Pelayanan Berdasarkan Sub Variabel Ansurance..........104

Tabel 4.14

Kualitas Pelayanan Berdasarkan Sub Variabel Emphaty ............ 106

Tabel 4.15

Kualitas Pelayanan Berdasarkan Sub Variabel Tangible ............ 108

Tabel 4.16

Rekapitulasi Perolehan Skor Tanggapan Karyawan tentang dmfdj

....................103

Kualitas Pelayanan Departemen Housekeeping di Padma
HotelBandung ............................................................................ 109
Tabel 4.17

Hasil Uji Normalitas Data ......................................................... 111

Tabel 4.18

Hasil Uji Lineritas Motivasi Kerja dan Kinerja Karyawan ......... 112

Tabel 4.19

Hasil Uji Lineritas Motivasi Kerja dan Kualitas Pelyanan ......... 113

Tabel 4.20

Hasil Uji Lineritas Kinerja Karyawan dan Kinerja Karyawan .... 113

Tabel 4.21

Estimasi Parameter Model Motivasi Kerja terhadap
Kinerja Karyawan dan Kualitas Pelayanan .............................. 116

Tabel 4.22

Estimasi Parameter Model Motivasi Kerja terhadap
Kinerja Karyawan dan Kualitas Pelayanan Setelah Trimming .... 119

Tabel 4.23

Matrik Kovarians Antara Variabel Motivasi Kerja,
Kinerja Karyawan dan Kualitas Pelayanan ................................ 120

Tabel 4.24

Matrik Korelasi Antara Variabel Motivasi Kerja, Kinerja
Karyawan dan Kualitas Pelayanan ............................................. 120

Tabel 4.25

Dekomposisi Pengaruh antar Variabel ....................................... 121

Tabel 4.26

Variance Estimate .................................................................... 122

Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

DAFTAR GAMBAR

Gambar

Halaman

Gambar 1.1

Pengaruh Potensial Motivasi atas Kinerja ................................ 7

Gambar 2.1

Proses Motivasi ...................................................................... 27

Gambar 2.2

Model Kualitas Pelayanan ....................................................... 37

Gambar 2.3

Kerangka Pemikiran ................................................................ 44

Gambar 3.1

Denah Lokasi Padma Hotel Bandung ....................................... 46

Gambar 3.2

Garis Kontinum........................................................................ 64

Gambar 3.3

Struktur Kausal antara Variabel X,Y dan Z .............................. 67

Gambar 3.4

Srtruktur model I Hubungan Kausal X dan Y ........................... 67

Gambar 3.5

Diagram Jalur Model I ............................................................. 68

Gambar 3.6

Diagram Jalur Model II ............................................................ 70

Gambar 4.1

Struktur Organisasi Manajemen Padma Hotel Bandung ............ 75

Gambar 4.2

Struktur Organisasi Housekeeping Department ....................... 76

Gambar 4.3

Persentase Karakteristik Responden Berdasarkan Jenis
Kelamin Karyawan................................................................... 80

Gambar 4.4

Persentase Karakteristik Responden Berdasarkan Usia
Karyawan .............................................................................. 81

Gambar 4.5

Persentase Karakteristik Responden Berdasarkan
Pendidikan Karyawan .............................................................. 82

Gambar 4.6

Garis Kontinum Sub Variabel Motif ......................................... 84

Gambar 4.7

Garis Kontinum Sub Variabel Harapan..................................... 86

Gambar 4.8

Garis Kontinum Sub Variabel Insentif ...................................... 88

Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

Gambar 4.9

Garis Kontinum Variabel Motivasi ........................................... 90

Gambar 4.10 Garis Kontinum Sub Variabel Kualitas ..................................... 92
Gambar 4.11 Garis Kontinum Sub Variabel Kuantitas ................................... 94
Gambar 4.12 Garis Kontinum Sub Variabel Penggunaan Waktu.................... 96
Gambar 4.13 Garis Kontinum Sub Variabel Kerja Sama................................ 97
Gambar 4.14 Garis Kontinum Variabel Kinerja ............................................... 99
Gambar 4.15 Garis Kontinum Sub Variabel Reliability................................... 101
Gambar 4.16 Garis Kontinum Sub Variabel Responsiveness ........................... 103
Gambar 4.17 Garis Kontinum Sub Variabel Ansurance .................................. 105
Gambar 4.18 Garis Kontinum Sub Variabel Emphaty ..................................... 107
Gambar 4.19 Garis Kontinum Sub Variabel Tangible ..................................... 108
Gambar 4.20 Garis Kontinum Variabel Kualitas Pelayanan ............................ 110
Gambar 4.21 Diagram Jalur dan Hasil Output Pengujian Hipotesis
Pengaruh Motivasi Kerja terhadap Kinerja karyawan
serta Dampaknya pada Kulitas Pelayanan .................................. 115
Gambar 4.22 Diagram Jalur dan Hasil Output Pengujian Hipotesis Pengaruh
Motivasi Kerja terhadap Kinerja karyawan serta Dampaknya
pada Kulitas Pelayanan Setelah Trimming (Standardized) ........ 118

Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

DAFTAR LAMPIRAN

Lampiran

Halaman

Lampiran 1

Kisi-kisi Instrumen ............................................................. 138

Lampiran 2

Kuisioner ........................................................................... 141

Lampiran 3

Uji Validitas ....................................................................... 145

Lampiran 4

Uji Realiabilitas ................................................................. 151

Lampiran 5

Tabulasi Data Ordinal Variabel .......................................... 152

Lampiran 6

Tabulasi Data Interval Variabel .......................................... 158

Lampiran 7

Uji Normalitas.................................................................... 164

Lampiran 8

Uji Linearitas .................................................................... 166

Lampiran 9

Hasil Path Analysis .......................................................... 167

Lampiran 10 Surat Penelitian .......................................................................
Lampiran 11 Foto Copy Buku Bimbingan .....................................................
Lampiran 12 Tabel Bantu..............................................................................

Nita Nilamsari, 2014
Pengaruh Motivasi Kerja Terhadap Kinerja Karyawan Serta Dampaknya Pada Kualitas
Pelayanan Housekeeping Department Di Padma Hotel Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu