PENGARUH TOTAL QUALITY SERVICE TERHADAP KINERJA MANAJERIAL DENGAN SISTEM REWARD DAN KOMITMEN ORGANISASI SEBAGAI VARIABEL MODERAT

Leonita, Cinthya (2014) PENGARUH TOTAL QUALITY SERVICE TERHADAP KINERJA MANAJERIAL DENGAN SISTEM REWARD DAN KOMITMEN ORGANISASI SEBAGAI VARIABEL MODERAT. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to examine the effect of total quality service on managerial performance with a system of rewads and organizational commitment as a moderate variable. The population of this study were manager of service company engaged in the field of vehicle insurance in Palembang. Samples determined by using purposive sampling method. The samples obtained were as much 38 respondents. Testing the hypothesis using multiple regression analysis method with the help of SPSS ver. 21,0. Test results show that the first hypothesis (H1) which states reward system affects the relationship between total quality service and managerial performance, rejected. Test results show that the second hypothesis (H2) which states organizational commitment affects the relationship between total quality service and managerial performance, rejected. Keywords: Contigency theory, total quality service, reward systems, organizational commitment, and managerial perfomance.

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