Pengaruh Gaya Kepemimpinan dan Kompetensi Pegawai Bidang Teknologi Informasi Terhadap Kepuasan Pelanggan
Keywords:
Gaya Kepemimpinan, Kompetensi Pegawai, Kepuasan PelangganAbstract
tinggi pengaruhnya dengan faktor diluar model. Apabila varibael X1, X2 dan Y, ketiga variabel tersebut harus berjalan dengan baik maka akan terciptanya tata kelola yang baik. Hasil penelitian dan analisis data berupa deskripsi variabel, uji realibilitas, validitas, tranfromasi data ordinal ke data interval, pengujian secara statistik dengan menggunakan program SPSS versi 16.0 guna menentukan pengaruh gaya kepemimpinan, dan kompetensi pegawai bidang teknologi informasi terhadap kepuasan pelanggan secara parsial maupun simultan
References
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[4] Christopher Lovelock & Jochen wirtz 2007, Service Marketing: People, Tecnology, Strategy 6 Edition, Pearson Education Inc.
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[2] Ahmad Syafei B, 2005, kompeten dan kompetensi,Wordpress.
[3] Charles W. L. Hill and Steven L McShane 2008, Principles of Management, International Edition.
[4] Christopher Lovelock & Jochen wirtz 2007, Service Marketing: People, Tecnology, Strategy 6 Edition, Pearson Education Inc.
[5] Dale H. Besterfield, Carol Besterfield Michna, Glen H. Besterfield, & Mary Besterfield Sacre 2003, 3 Edition, Total Quality Management 3 Edition, Pearson Education Inc.
[6] Gary Dessler 2008, Human Resource Management, 8th Edition.
[7] Gareth R. Jones 2007, Strategic Management Theory: An Integrated Approach, Contemporary Management, 4th Edition
[8] Jill Griffin 2005, Customer Loyalti: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan, Jhon Wiley & Sons Inc, Penerjemah Dr. Dwi Kartini Yahya, Erlangga.
[9] Kenneth C. Laudon and Jane P. Laudon 2004, Management Information Systems: Managing Digital Firm, 8th Edition.
[10] K. Douglas Hoffman & Jhon E.G. Bateson 2006, Service Marketing: Concept, Strategies, & Cases, 3 Edition, The Thomson Corporation.
[11] Mutiara S. Pangabean, Dr 2004, Manajemen Sumber Daya Manusia, Cetakan Kedua.
[12] Philip Kotler & Kevin Lane Keller 2006, Marketing Management, 12 Edition, Pearson Education Inc.
[13] Robbins and Judge 2007, Organizational Behavior, 12th Edition.
[14] Stanislaus S. Uyanto, Ph.D. 2006, Pedoman Analisis Data Dengan SPSS,Graha Ilmu.
[15] Schermerhorn, Hunt, and Osborn 2005, Organizational Behavior, 8th Editon
[16] Uma Sekaran, 2000, Research Methods for business, 3rd Edition.
[17] Valarie a. Zeithaml, Mary Jo Bitner & Dwayne D. Gremier 2006, Service marketing: Integrating Customer Focus Across The Firm, 5 Edition, The McGraw Hill Companies Inc
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Published
2017-10-04
How to Cite
Subandi, S. (2017). Pengaruh Gaya Kepemimpinan dan Kompetensi Pegawai Bidang Teknologi Informasi Terhadap Kepuasan Pelanggan. Prosiding SISFOTEK, 1(1), 37 - 46. Retrieved from http://seminar.iaii.or.id/index.php/SISFOTEK/article/view/14
Issue
Section
1. Sistem Informasi Manajemen
License
http://creativecommons.org/licenses/by/4.0
