DAFTAR ISI PERNYATAAN LEMBAR PENGESAHAN …repository.upi.edu/16879/6/S_MRL_1001257_Table_of_content.pdfirwansyah putra, 2015 pengaruh penerapan standard operating procedure di departemen

Irwansyah Putra, 2015 PENGARUH PENERAPAN STANDARD OPERATING PROCEDURE DI DEPARTEMEN FOOD AND BEVERAGE SERVICE GRAND ASTON CITY HALL MEDAN TERHADAP KINERJA KARYAWAN Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

DAFTAR ISI

PERNYATAAN ..............................................................................................

LEMBAR PENGESAHAN ...........................................................................

ABSTRAK ...................................................................................................... i

KATA PENGANTAR .................................................................................... iii

UCAPAN TERIMA KASIH ......................................................................... iv

DAFTAR ISI ................................................................................................... vi

DAFTAR TABEL .......................................................................................... x

DAFTAR GAMBAR ...................................................................................... xii

DAFTAR LAMPIRAN .................................................................................. xiv

BAB I PENDAHULUAN

A. Latar Belakang ............................................................................. 1

B. Identifikasi Masalah ..................................................................... 5

C. Rumusan Masalah ....................................................................... 6

D. Tujuan Penelitian ......................................................................... 6

E. Manfaat Penelitian ....................................................................... 7

F. Sistematika Penulisan Penelitian ................................................. 7

BAB II KAJIAN PUSTAKA

A. Pariwisata ..................................................................................... 9

1. Pengertian pariwisata ............................................................. 9

B. Hotel ............................................................................................ 9

1. Pengertian hotel...................................................................... 9

C. Restoran ...................................................................................... 10

1. Pengertian restoran ................................................................. 10

2. Klasifikasi restoran ................................................................ 10

3. Macam-macam tipe restoran .................................................. 11

4. Peranan restoran di hotel ........................................................ 15

D. Food and beverage ...................................................................... 16

1. Pengertian Departemen Food and Beverage ............................ 16


2. Fungsi Departemen Food and Beverage .................................. 16

3. Pembagian Departemen Food and Beverage ........................... 16

4. Tujuan Departemen Food and Beverage ................................. 17

E. Standard Operating Procedure (SOP) ........................................ 17

1. Pengertian SOP ...................................................................... 17

2. Indikator SOP ........................................................................ 18

3. Manfaat dan peranan SOP ..................................................... 19

F. Manajemen................................................................................... 20

1. Pengertian Manajemen .......................................................... 20

G. Manajemen Sumber Daya Manusia ............................................. 22

1. Pengertian MSDM ................................................................. 22

H. Kinerja ......................................................................................... 23

1. Pengertian kinerja .................................................................. 23

2. Standar kinerja ....................................................................... 24

3. Faktor – faktor yang mempengaruhi kinerja .......................... 25

4. Indikator kerja ........................................................................ 25

5. Penilaian kinerja karyawan .................................................... 26

I. Hipotesis ...................................................................................... 27

J. Kerangka pemikiran ..................................................................... 28

BAB III METODE PENELITIAN

A. Lokasi Penelitian.......................................................................... 31

B. Metode Penelitian ........................................................................ 32

C. Populasi dan Sampel .................................................................... 33

1. Populasi .................................................................................. 33

2. Sampel .................................................................................... 33

D. Definisi Operasional .................................................................... 33

E. Instrumen Penelitian .................................................................... 36

F. Jenis data dan sumbner data......................................................... 37

1. Jenis penelitian ....................................................................... 37

2. Sumber data ........................................................................... 38

G. Pengembangan instrumen ............................................................ 39

1. Pendekatan skala likert .......................................................... 39


2. Metode Method Success Interval (MSI) ................................ 39

3. Garis kontinum ...................................................................... 40

4. Uji validitas ............................................................................ 41

5. Uji reabilitas ........................................................................... 45

H. Uji Asumsi Klasik ........................................................................ 47

1. Uji normalitas ........................................................................ 48

2. Uji linearitas ........................................................................... 48

3. Uji heteroskedastisitas ........................................................... 48

4. Analisis regresi linier sederhana ............................................ 49

5. Uji hipotesis ........................................................................... 49

6. Koefisien determinasi ............................................................ 50

BAB IV HASIL PENELITIAN DAN PEMBAHASAN

A. Gambaran Umum Lokasi ............................................................. 52

1. Sejarah Grand Aston City Hall Medan .................................. 52

2. Fasilitas Grand Aston City Hall Medan ................................. 55

B. Profil responden ........................................................................... 69

1. Profil karyawan departemen Food And Beverage Service di

Grand Aston City Hall Medan berdasarkan jenis kelamin .... 69


Grand Aston City Hall Medan berdasarkan usia ................... 70


Grand Aston City Hall Medan berdasarkan penghasilan....... 71


Grand Aston City Hall Medan berdasarkan lama

waktu bekerja ......................................................................... 72

C. Standard Operating Procedure di departemen food and Beverage

Service di Grand Aston City Hall Medan .................................... 73

1. Tanggapan responden mengenai penerapan Standart Operating

Procedure di departemen food and Beverage Service di Grand

Aston City Hall Medan ........................................................ 83

D. Kinerja karyawan di departemen food and Beverage Service di Grand

Aston City Hall Medan ................................................................ 93


1. Tanggapan responden mengenai kinerjadi departemen food and

Beverage Service di Grand Aston City Hall Medan .............. 94

E. Pengaruh penerapan Standart Operating Procedure terhadap kinerja

karyawan di departemen food and Beverage Service di Grand Aston

City Hall Medan .......................................................................... 107

1. Uji normalitas ........................................................................ 108

2. Uji heterokedastisitas ............................................................. 109

3. Uji linearitas ........................................................................... 109

4. Analisis regresi linear sederhana ........................................... 111

5. Koefisien determinasi ............................................................ 112

6. Uji hipotesis ........................................................................... 114

BAB V KESIMPULAN DAN SARAN

A. Kesimpulan .................................................................................. 117

B. Rekomendasi ................................................................................ 118

DAFTAR PUSTAKA ..................................................................................... 120

LAMPIRAN - LAMPIRAN ......................................................................... 122

RIWAYAT HIDUP ....................................................................................... 152


DAFTAR TABEL

Tabel 3.1 Operasional variabel ...................................................................... 34

Tabel 3.2 Jenis dan Sumber Data .................................................................. 38

Tabel 3.3 Kriteria Bobot Alternative ............................................................. 39

Tabel 3.4 r – Tabel Product Moment ............................................................ 42

Tabel 3.5 Hasil Uji Validitas Penerapan Standard Operating procedure..... 43

Tabel 3.6 Hasil Uji Validitas Kinerja Karyawan .......................................... 44

Tabel 3.7 Hasil Uji Reliabilitas Standard Operating Procedure .................. 46

Tabel 3.8 Hasil Uji Reliabilitas Kinerja Karyawan ....................................... 47

Tabel 3.9 Pedoman Koefisien Determinasi ................................................... 51

Tabel 4.1 Kategori Kamar Grand Aston City Hall Medan ........................... 56

Tabel 4.2 Kategori Kamar The City Hall Club ............................................. 56

Tabel 4.3 Standard Operating Procedure di Departemen Food and Beverage

Service ........................................................................................... 74

Tabel 4.4 Tanggapan Responden Mengenai Efektifitas(dan Efesien) Standard

Operating Procedure .................................................................... 84

Tabel 4.5 Tanggapan Responden Mengenai Konsistensi Standard Operating

Procedure ...................................................................................... 86

Tabel 4.6 Tanggapan Responden Mengenai Standarisasi Standard Operating

Procedure ...................................................................................... 88

Tabel 4.7 Tanggapan Responden Mengenai Sitematis Standard Operating

Procedure ...................................................................................... 90

Tabel 4.8 Rekapitulasi Tanggapan Responden Mengenai Penerapan Standard

Operating Procedure .................................................................... 92

Tabel 4.9 Tanggapan Responden Mengenai Efektifitas Kerja ...................... 94

Tabel 4.10 Tanggapan Responden Mengenai Efesiensi Kerja ........................ 96

Tabel 4.11 Tanggapan Responden Mengenai Kualitas Kerja ......................... 98

Tabel 4.12 Tanggapan Responden Mengenai Produktifitas Kerja .................. 100

Tabel 4.13 Tanggapan Responden Mengenai Ketepatan Waktu .................... 102

Tabel 4.14 Tanggapan Responden Mengenai Keselamatan Kerja .................. 104

Tabel 4.15 Rekapitulasi Tanggapan Responden Mengenai Kinerja ................ 106


Tabel 4.16 Hasil Uji Normalitas ..................................................................... 108

Tabel 4.17 Hasil Uji Heteroskedastisitas ........................................................ 109

Tabel 4.18 Hasil Uji Linieritas ......................................................................... 110

Tabel 4.19 Hasil Analisis Regresi Linier Sederhana ....................................... 111

Tabel 4.20 Hasil Uji Koefisien Determinasi ................................................... 112

Tabel 4.21 Anova ............................................................................................. 114

Tabel 4.22 Kesimpulan Uji F ........................................................................... 114

Tabel 4.23 Hasil Uji T...................................................................................... 115


DAFTAR GAMBAR

Gambar 1.1Grafik Guest Coment .................................................................... 4

Gambar 1.2 Grafik Ulasan Wisatawan ............................................................ 4

Gambar 2.1 Kerangka Pemikiran ..................................................................... 30

Gambar 3.1Denah Lokasi ................................................................................ 31

Gambar 3.2Garis Kontinum ............................................................................. 41

Gambar 4.1Grand Aston City Hall Medan ...................................................... 53

Gambar 4.2Struktur Organisasi ........................................................................ 54

Gambar 4.3D’Heritage .................................................................................... 58

Gambar 4.4Spoon Dinning Restaurant ............................................................ 59

Gambar 4.5JiLong Restaurant ......................................................................... 60

Gambar 4.5Demmitase Louby Lounge ............................................................. 61

Gambar 4.7Mahogany Ball Room .................................................................... 62

Gambar 4.8Meeting Room ............................................................................... 62

Gambar 4.9Entrance Pub and Bistro ............................................................... 63

Gambar 4.10Executive Meeting Room ............................................................. 64

Gambar 4.11Maple Theater ............................................................................. 65

Gambar 4.12Empress Restaurant .................................................................... 66

Gambar 4.13 Cassiavera Lounge ..................................................................... 67

Gambar 4.14 Golf Simulator ............................................................................ 68

Gambar 4.15 Tijuana Pool ............................................................................... 69

Gambar 4.16 Profil Karyawan Berdasarkan Jenis Kelamin ........................... 70

Gambar 4.17 Profil Karyawan Berdasarkan Usia ............................................ 71

Gambar 4.18 Profil Karyawan Berdasarkan Penghasilan ................................ 72

Gambar 4.19Profil Karyawan Berdasarkan Lama Bekerja .............................. 73

Gambar 4.20 Garis Kontinum Efektifitas(dan Efesien) ................................... 85

Gambar4.21 Garis Kontinum Konsisten .......................................................... 87

Gambar 4.22 Garis Kontinum Standard ........................................................... 89

Gambar 4.23 Garis Kontinum Sistematis ........................................................ 91

Gambar 4.24 Garis Kontinum Rekapitulasi Standard Operating Procedure .. 93

Gambar 4.25 Garis Kontinum Efektifitas Kerja .............................................. 96


Gambar 4.26 Garis Kontinum Efesiensi Kerja ................................................ 98

Gambar 4.27 Garis Kontinum Kualitas Kerja .................................................. 100

Gambar 4.28 Garis Kontinum Produktifitas Kerja .......................................... 101

Gambar4.29 Garis Kontinum Ketepatan Waktu .............................................. 103

Gambar 4.30 Garis Kontinum Keselamatan Kerja .......................................... 105

Gambar 4.31 Garis Kontinum Rekapitulasi Kinerja ........................................ 107


DAFTAR LAMPIRAN

1 Kuesioner .................................................................................................... 124

2 Tabel Tabulasi Data Penerapan Standard Operating Procedure ............... 127

3 Tabel Tabulasi Kinerja Karyawan .............................................................. 130

4 Tabel Method of Successive Penerapan Standard Operating Procedure ... 133

5 Tabel Method of Successive Kinerja karyawan .......................................... 136

6 Tabel Hasil Uji Validitas Penerapan Standard Operating Procedure........ 140

7 Tabel Hasil Uji Validitas Kinerja Karyawan .............................................. 142

8 Hasil Uji Reliabilitas Variabel Penerapan Standard Operating Procedure

dan Kinerja Karyawan ................................................................................ 146

9 Hasil Uji Asumsi Klasik ............................................................................. 146

10 Surat Penelitian ........................................................................................... 150

11 Surat Keterangan Penelitian dan Hasil Kuisioner ...................................... 151

12 Standard Operating ProcedureDepartemen Food and Beverage Service . 153

13 Buku Bimbingan ......................................................................................... 155

Documents

DAFTAR ISI PERNYATAAN LEMBAR PENGESAHAN …repository.upi.edu/16879/6/S_MRL_1001257_Table_of_content.pdfirwansyah putra, 2015 pengaruh penerapan standard operating procedure di departemen