PENGARUH PELAYANAN, BEBAN KERJA DAN MOTIVASI TERHADAP KINERJA KARYAWAN PT. PEGADAIAN CABANG KENTEN PALEMBANG

RIZKY, YURISA FADHILAH (2026) PENGARUH PELAYANAN, BEBAN KERJA DAN MOTIVASI TERHADAP KINERJA KARYAWAN PT. PEGADAIAN CABANG KENTEN PALEMBANG. S-1 thesis, 021008 Universitas Tridinanti.

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Abstract

ABSTRAK Yurisa Fadhilah Rizky, Pengaruh Pelayanan, Beban Kerja dan Motivasi Terhadap Kinerja Karyawan PT. Pegadaian Cabang Kenten Palembang. (Dibawah Bimbingan Ibu Dr. M. Ima Andriyani, S.E., M.Si. dan Ibu Nur Effen, S.E., MM) Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh pelayanan, beban kerja, dan motivasi terhadap kinerja karyawan PT. Pegadaian Cabang Kenten Palembang. Metode penelitian yang digunakan adalah metode kuantitatif. Data dikumpulkan dari 89 responden karyawan PT. Pegadaian Cabang Kenten Palembang dengan menggunakan teknik sampling. Instrumen penelitian berupa kuesioner Skala Likert. Data yang diperoleh kemudian dianalisis melalui uji validitas, uji reliabilitas, uji asumsi klasik yang meliputi uji normalitas, uji multikolinearitas, dan uji heteroskedastisitas, serta analisis regresi linier berganda, analisis koefisien korelasi (r), koefisien determinasi (R²), uji F, dan uji t. Hasil penelitian menunjukkan bahwa pelayanan, beban kerja, dan motivasi berpengaruh signifikan terhadap kinerja karyawan PT. Pegadaian Cabang Kenten Palembang. Secara simultan, pelayanan, beban kerja, dan motivasi memberikan pengaruh yang signifikan terhadap kinerja karyawan. Secara parsial, pelayanan, beban kerja, dan motivasi juga terbukti berpengaruh signifikan terhadap kinerja karyawan. Implikasi penelitian ini menunjukkan bahwa perusahaan perlu meningkatkan pelayanan kepada nasabah, mengelola beban kerja secara efektif, serta meningkatkan motivasi kerja karyawan guna mendukung peningkatan kinerja karyawan. Kata Kunci : Pelayanan, Beban Kerja, Motivasi, Kinerja Karyawan xv ABSTRACT Yurisa Fadhilah Rizky, The Influence of Service, Workload, and Motivation on Employee Performance at PT. Pegadaian Kenten Branch Palembang. (Supervised by Dr. M. Ima Andriyani, S.E., M.Si. and Nur Effen, S.E., M.M.) This study aims to determine and analyze the influence of service, workload, and motivation on employee performance at PT. Pegadaian Kenten Branch Palembang. The research employed a quantitative method. Data were collected from 89 employees of PT. Pegadaian Kenten Branch Palembang using a sampling technique. The research instrument was a Likert-scale questionnaire. The collected data were analyzed using validity and reliability tests, classical assumption tests consisting of normality, multicollinearity, and heteroscedasticity tests, as well as multiple linear regression analysis, correlation coefficient analysis (R), coefficient of determination (R²), F-test, and t-test. The results showed that service, workload, and motivation had a significant effect on employee performance at PT. Pegadaian Kenten Branch Palembang. Simultaneously, service, workload, and motivation had a significant effect on employee performance. Partially, service, workload, and motivation also had a significant effect on employee performance. The implications of this study indicate that the company should improve customer service, manage workload effectively, and enhance employee motivation to support the improvement of employee performance. Keywords: Service, Workload, Motivation, Employee Performance.

Item Type: Thesis (S-1)
Subjects: H Social Sciences > HC Economic History and Conditions
Divisions: Fakultas Ekonomi > S1 Manajemen
Depositing User: Ny YURISA FADHILAH RIZKY
Date Deposited: 04 Aug 2026 02:18
Last Modified: 04 Aug 2026 02:18
URI: http://repository.univ-tridinanti.ac.id/id/eprint/11240

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