Pengaruh Kecerdasan Emosional dan Kualitas Pelayanan Terhadap Kinerja Karyawan di Hotel Pelita Maumere

Tiatira Indah Pau; Maria Silvana Mariabel Carcia; Viktor Eko Transilvanus

doi:10.59603/ppiman.v4i3.1575

Authors

Tiatira Indah Pau Universitas Nusa Nipa
Maria Silvana Mariabel Carcia Universitas Nusa Nipa
Viktor Eko Transilvanus Universitas Nusa Nipa

DOI:

https://doi.org/10.59603/ppiman.v4i3.1575

Keywords:

Emotional Intelligence, Service Quality, Employee Performance

Abstract

This study aims to understand the overview of Employee Performance, Emotional Intelligence, and Service Quality, as well as to analyze the influence of Emotional Intelligence and Service Quality on Employee Performance, both partially and simultaneously. The population in this study is the employees of Hotel Pelita Maumere, totaling 40 people. Since the population is limited, this study uses a census or saturated sampling method with a sample size of 40 respondents. Data was collected through questionnaires and analyzed using descriptive methods and inferential statistics with multiple linear regression. Hypothesis testing was carried out using t-tests and F-tests. Descriptive analysis results show that Employee Performance (74.00%), Emotional Intelligence (76.53%), and Service Quality (75.87%) fall into the good category. The t-test results show that partially, Emotional Intelligence has a positive and significant effect on Employee Performance (calculated t 2.833 > table t, Sig. 0.009 < 0,05. Similarly, Service Quality has a positive and significant effect on Employee Performance (t_calculated 2.262 > t_table, Sig. 0.032 < 0.05). The F-test results show that Emotional Intelligence and Service Quality simultaneously have a significant effect on Employee Performance (F_calculated 7.237, Sig. 0.003 < 0.05). The determination analysis results show that the contribution of these two independent variables can explain 34.9% of the fluctuations in Employee Performance at Hotel Pelita Maumere, while the remaining 65.1% is explained by other variables outside this research model.

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