Alumni Fakultas Pascasarjana

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Nama H. Lin Yan Syah, S.E.,M.Si
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E-mail h.l.y.syah@alumni.unair.ac.id
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Kelahiran 1967
Tgl. Lulus 09-12-2009
Tgl. Wisuda 10-04-2010
Bidang Ilmu Ilmu Ekonomi
Jenjang PROGRAM DOKTOR
SKS 50.00
IPK 3.57
Pembimbing.I Prof. Budiman Christiananta, Drs., M.A., Ph.D
Pembimbing.II Prof. Dr. H. Asip F. Hadinata, D.Psy
Tugas Akhir PENGARUH KEPEMIMPINAN TRANSFORMASIONAL DAN COACHING SKILLS TERHADAP EMOTIONAL INTELLIGENCE, SIKAP DAN PERILAKU KARYAWAN FRONTLINERS, KUALITAS PELAYANAN SERTA KEPUASAN NASABAH PADA KANTOR - KANTOR CABANG BANK MANDIRI SE-JADETABEK
Abstrak Sharma (2008) argue the value of linkage research is in its ability to trace the cross functional organizational practices that drive internal and external customer satisfaction in organizations. One of the most important practices for managing human resource, Performance Management System (PMS) plays a central role in the exchange relationships between the organization's management and its employees. Though earlier studies have explored several facets of climate as possible mediators and their linkages with HRM practices, none of them have examined the linkages between variables of PMS that affects the relationship between HRM practices and service quality (SQ). This study aims to explore the linkages between the employees' perceptions of performance management systems and customers' perceptions of service quality in the banking industry in India. Results establish a strong linkage between employee's perceptions of performance management system and their customer's perceptions of service quality.
Performance Management System, an important HR practice, is one such tool for measuring the retun on intangibles when available for use by top management. Its prime objective is to support and facilitate the performance of the employees by interlinking their internal structures, processes, goals, and rewards which motivates the employees. It is an important tool for creating climate for service by facilitating internal coordination and performance support for achieving organizational goals. Earlier studies have shown a consistent relationship between human resource practices, interpersonal relations, and employees' perception of service climate with customer's perception of service quality (Schneider et al., 1998; Yang, 1998; Ulrich, Halbrook, Stuchlik, & Thorpe; 1991, Gupta & Gannon, 2002, Dietz, Pugh, & Wiley, 2004)

The unit of analysis in this resarch is type class number three in Jakarta, Depok, Tangerang and Bekasi (JADETABEK) in 2006-2007 which there are 170 Banking office branch. In this research, those 170 Banking office branch are used as a unit of analysis which means that the sampling in this research uses cencus mode.
This reseach consists of 8 hypotheses: (1) Transformational Leadership has a significant influence toward Emotional intelligence of frontliners employee at Bank Mandiri’s office branch in JADETABEK (2) Coaching skills has a significant influence toward Emotional intelligence of frontliners employee at Bank Mandiri’s office branch in JADETABEK (3) Transformational Leadership has a significant influence toward Behaviour’s and attitudes of frontliners employee at Bank Mandiri’s office branch in JADETABEK (4) Coaching skills has a significant influence toward Behaviour’s and attitudes of frontliners employee at Bank Mandiri’s office branch in JADETABEK (5) Emotional intelligence has a significant influence toward behaviour’s and attitudes of frontliners employee at Bank Mandiri’s office branch in JADETABEK (6) Behaviour’s and attitudes of frontliners employee has a significant influence toward Customer perception of Banking service quality at Bank Mandiri’s office branch in JADETABEK (7) Customer perception of Banking service quality has a significant influence toward Customer satisfaction at Bank Mandiri’s office branch in JADETABEK (8) Behaviour’s and attitudes of frontliners employee has a significant influence toward Customer satisfaction at Bank Mandiri’s office branch in JADETABEK.
 
Data Pekerjaan
Pekerjaan Swasta
Nama.Instansi Program Pasca Sarjana Universitas Bina Darma Palembang
Bidang.Pekerjaan Pendidikan
Mulai.Bekerja 2004-02-01
Jabatan
Alamat.Pekerjaan Kampus Utama Universitas Bina Darma Jl. Jenderal Ahmad Yani No.12 Plaju
Kota.Pekerjaan Palembang
Telpon.Kantor 0711 515582/ 0711 51

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