Dampak Etika Kerja dan Profesionalisme Kerja terhadap Kualitas Pelayanan pada CV. Sentosa Deli Mandiri Medan
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh etika kerja terhadap kualitas pelayanan melalui profesionalisme kerja di CV. Sentosa Deli Mandiri Medan. Etika kerja didefinisikan sebagai seperangkat prinsip moral yang membimbing perilaku individu dalam organisasi, sementara profesionalisme kerja merujuk pada kemampuan dan sikap yang mencerminkan standar profesi dalam menjalankan tugas. Kualitas pelayanan diukur berdasarkan kepuasan pelanggan yang dipengaruhi oleh reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik pelayanan. Metode penelitian yang digunakan adalah deskriptif kualitatif dengan pengumpulan data melalui studi literatur dari berbagai jurnal yang relevan. Hasil penelitian menunjukkan bahwa etika kerja memiliki pengaruh signifikan terhadap profesionalisme kerja dan kualitas pelayanan. Etika kerja yang baik meningkatkan tanggung jawab, disiplin, dan komitmen karyawan, yang pada gilirannya memperkuat profesionalisme kerja. Profesionalisme kerja yang tinggi menghasilkan pelayanan yang lebih handal, efisien, dan responsif, yang dapa meningkatkan kepuasan pelanggan.
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