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Correlation Between Employee Competence And Employee Performance at PT Bank Mega, Tbk Call Center Regular Credit Card”.
Dewi Siti Kartini 021115719. Faculty of Economics. Management Major. Human Resource Management as Concentration. With the title “Correlation Between Employee Competence And Employee Performance at PT Bank Mega, Tbk Call Center Regular Credit Card”. Under the Guidance of the Chairman of the Supervising Commission, Hari Muharam and Nancy Yusnita, 2017. The Purpose of a Call Center Employee is to receive and respond to all of incoming calls by providing them with information, selling the products and solving the problems on all card holders for financial cardholders or non financial cardholders, request to improve cardholders satisfaction and to minimize card closure. The Competence of Call Center employee become an important thing in the implementation of Mega Bank Services function to it is Card holders. This Study aims to (1) Analyzing the Competencies possessed by Call Center Employee (2) Analyzing the Performance of Call Center Employee and (3) Analyzing relationship between the Competency and the Performance of Employee. The data that are collected in this study are including Primary and Secondary data. Primary Data are collected from call center employee by spreading questionare to employee, while Secondary Data are statistical data research that are the result from Customer Centric Organization and data from the company. The minimum sample size based on Slovin and the sampling were done by taking simple random sampling. Using analysis tools in the form of correlation coefficient analysis to determine the relationship between competence and performance of Mega Bank Call Center. The correlation test is done with SPSS 20 software. Based on the result of the studies can be seen that the results of product moment correlation coefficient analysis is r = 0.451 it means the relationship of employee competency with employee performance on call center employee have a medium level of relationship. The result of coefficient determination CD = 20,34%, it is mean that competence is giving low contribution to employee performance and the result of hypothesis test of correlation coefficient is showing t count < t table that value (1,676 < 3,537). Which means that there is a positive relationship between employee competence and employee performance at PT Bank Mega, Tbk. Key Word : Employee Competency, Employee Performance
Program Studi Manajemen, Universitas Pakuan
Correlation Between Employee Competence And Employee Performance at PT Bank Mega, Tbk Call Center Regular Credit Card”. (Text)
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