Nurrachma, Amanda (2026) Pengaruh Komunikasi Dan Orientasi Pelayanan Terhadap Kinerja Karyawan Penjualan Pada PT Gramedia Asri Media Tunjungan Plaza Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
In the retail industry, employee performance is one of the key factors determining a company's success in achieving its organizational objectives. The high demands of customer service make communication and service orientation important factors that are presumed to influence employee performance. This study was motivated by the company's inability to achieve its established sales targets, highlighting the need to identify the factors affecting the performance of sales employees at PT Gramedia Asri Media Tunjungan Plaza Surabaya. The objective of this study is to analyze the effects of communication and service orientation on employee performance, both simultaneously and partially. This study employed a quantitative approach using multiple linear regression analysis. The population, which also served as the sample, consisted of all 50 sales employees of PT Gramedia Asri Media Tunjungan Plaza Surabaya, selected using a saturated sampling technique. Data were collected through the distribution of questionnaires. The findings indicate that communication and service orientation simultaneously have a significant effect on employee performance. Partially, communication has a positive and significant effect on employee performance, indicating that clear information delivery, open communication, constructive feedback, and the appropriate use of communication media contribute to improved employee performance. In contrast, service orientation has no significant effect on employee performance, suggesting that service orientation has become a standardized work practice consistently implemented across all employees and therefore is no longer a distinguishing factor in enhancing performance. Therefore, the company should maintain effective communication while continuously strengthening its service culture to support sustainable improvements in employee performance. Keywords: Communication, Service Orientation, Employee Performance, PT Gramedia Asri Media
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce > HF5001 Business. Business Administration |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | amanda laila nurrachma | ||||||||
| Date Deposited: | 21 Jul 2026 08:55 | ||||||||
| Last Modified: | 21 Jul 2026 08:55 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/57133 |
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