the impact of emotional intelligence and trust of

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THE IMPACT OF EMOTIONAL INTELLIGENCE AND TRUST OF LEADERS TOWARD EMPLOYEE’S JOB SATISFACTION

IN MESRA BUSINESS & RESORT HOTEL, SAMARINDA, EAST BORNEO

By

Savena Adelyn Firnanda 11403066

BACHELOR’S DEGREE in

BUSINESS ADMINISTRATION – HOTEL AND TOURISM MANAGEMENT Concentration

FACULTY OF BUSINESS AND COMMUNICATION

SWISS GERMAN UNIVERSITY The Prominence Tower

Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia

August 2018

Revision After Thesis Defense on July 25^th 2018

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STATEMENT BY THE AUTHOR

I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to be a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.

Savena Adelyn Firnanda

Student Date

Approved by:

Dr. Dr. Rachman Sjarief, Dipl.-Ing., MM., MH.

Thesis Advisor Date

Dr. Nila K. Hidayat, S.E, MM.

Dean Date

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ABSTRACT

THE IMPACT OF EMOTIONAL INTELLIGENCE AND TRUST OF LEADERS TOWARD EMPLOYEE’S JOB SATISFACTION IN MESRA BUSINESS &

RESORT HOTEL, SAMARINDA, EAST BORNEO

By

Savena Adelyn Firnanda

Dr. Dr. Rachman Sjarief, Dipl.-Ing., MM., MH.

SWISS GERMAN UNIVERSITY

The main purpose of this research is to find out the influence of Emotional Intelligence and Trust of the Leaders toward Employee’s Job Satisfaction and to find out the influence of Emotional Intelligence of the leaders toward Trust of the leaders in Mesra Business & Resort Hotel. This study is conducted in a local 5-star hotel located in Samarinda, East Borneo, Indonesia. The data for this research is quantitative data those generated from questionnaires distributed to all non- managerial level employees in Mesra Business & Resort Hotel, the total respondents are 70 non-managerial level employees. The statistical analysis soft wares used in this research are SPSS for the instrument validity and reliability test and SmartPLS and WarpPLS for the correlation using Structural Equation Modeling (SEM). The results of this study show that there are positive significant influences from Emotional Intelligence of the leaders toward Job Satisfaction of the employees as much as 62.4%

and also toward Trust of the leaders them selves as much as 80.7%, but the results also show that there is positive non-significant influence between Trust of the leaders toward the Employee’s Job Satisfaction as much as 18.9%. The recommendation for the company is to consider improving these factors to increase the Job Satisfaction of its employees and also to improve the quality of its company leaders.

Keywords: Emotional Intelligence, Trust, Job Satisfaction

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DEDICATION

I dedicate this work to my grandfather and my grandmother, the pillars of our family’s life.

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ACKNOWLEDGEMENTS

First and foremost, I would like to send all my gratitude and endless prayer to Allah swt, for giving me this wonderful opportunity to be better each day.

To Mr. Dr. Dr. Rachman Sjarief, Dipl.-Ing., MM., MH, my thesis advisor, for the endless guidance and support, for all the vast knowledge he shared without borders.

Your kindness will always be reminded and your knowledge will always be valued.

To my beloved parents, Dani Firnanda, Lely Nurjanti and Tirda Aulia for the endless love and care not to mention endless support and prayers. To my beloved younger sister, Alveola Medina Firnanda who fulfills her duty way beyond her capacity as the best sister could ever be, you are my best friend. To my beloved younger brothers, Athar Fauzan Firnanda and Bilal Ramdhani Faiz Firnanda thank you for always giving me endless encouragements to be the best sister for you to tell to your friends.

To my best friend, Rivani Farahmitha, words are not sufficient to express this overwhelming feeling of having you in my life. Thank you for the endless support throughout our friendship, especially the love.

To my best company, Muhammad Farell Zaukhanalzan, thank you for the literally endless companion throughout my road to graduation and also Astriliani for the side to my main companion, you both are the best I could ever wish.

To all HTM Batch 2014 and my classmates during these four years of rollercoaster- ride-like journey. Thank you for always sticking together through hard and good times.

To Mesra Business & Resort Hotel and all respondents, for the endless cooperation and support throughout this research process.

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TABLE OF CONTENTS

STATEMENT BY THE AUTHOR ... 2

ABSTRACT ... 3

DEDICATION ... 5

ACKNOWLEDGEMENTS ... 6

TABLE OF CONTENTS ... 7

LIST OF FIGURES ... 12

LIST OF TABLE ... 13

CHAPTER 1 – INTRODUCTION ... 15

1.1 Background ... 15

1.1.1 Hospitality Industry ... 15

1.1.2 Human Resources ... 18

1.1.3 Human Resource in Mesra Business and Resort Hotel ... 19

1.2 Current Status and Research Problem ... 19

1.3 Research Questions ... 23

1.4 Research Objectives ... 23

1.5 Scope and Limitations ... 24

1.6 Significant of Studies ... 24

CHAPTER 2 – LITERATURE REVIEW ... 25

2.1 Framework of Thinking ... 25

2.2 Theoretical Perspective ... 26

2.2.1 Job Satisfaction ... 26

2.2.1.1 Dimensions of Job Satisfaction ... 28

2.2.1.1.1 Nature of Work ... 28

2.2.1.1.2 Supervision ... 28

2.2.1.1.3 Compensation/ Pay ... 28

2.2.1.1.4 Promotion Opportunity ... 28

2.2.1.1.5 Co-Workers ... 29

2.2.2 Emotional Intelligence ... 29

2.2.2.1 Dimensions of Emotional Intelligence ... 32

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2.2.2.1.1 Self-Awareness ... 32

2.2.2.1.2 Self-Management ... 32

2.2.2.1.3 Social Awareness ... 32

2.2.2.1.4 Relationship Management ... 32

2.2.2.2 Emotional Intelligence in Leadership ... 33

2.2.3 Trust ... 33

2.2.3.1 5 Waves of Trust ... 35

2.2.3.1.1 Self Trust ... 36

2.2.3.1.2 Relationship Trust ... 36

2.2.3.1.2.1 Talk Straight ... 36

2.2.3.1.2.2 Demonstrate Respect ... 36

2.2.3.1.2.3 Create Transparency ... 36

2.2.3.1.2.4 Right Wrongs ... 37

2.2.3.1.2.5 Show Loyalty ... 37

2.2.3.1.2.6 Deliver Results ... 37

2.2.3.1.2.7 Get Better ... 37

2.2.3.1.2.8 Confront Reality ... 37

2.2.3.1.2.9 Clarify Expectations ... 38

2.2.3.1.2.10 Practice Accountability... 38

2.2.3.1.2.11 Listen First ... 38

2.2.3.1.2.12 Keep Commitments ... 38

2.2.3.1.2.13 Extend Trust ... 39

2.2.3.1.3 Organizational Trust ... 39

2.2.3.1.4 Market Trust ... 39

2.2.3.1.5 Societal Trust ... 39

2.2.3.2 Trust in Leadership ... 40

2.3 Previous Study ... 40

2.4 Study Differences ... 46

2.5 Hypothesis ... 46

CHAPTER 3 – RESEARCH METHODS ... 47

3.1 Research Process ... 47

3.2 Timeframe of Study ... 48

3.3 Type of Study ... 48

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3.3.1 Quantitative Research ... 48

3.3.2 Qualitative Research ... 48

3.4 Unit Analysis and Unit Observation ... 49

3.4.1 Unit Analysis ... 49

3.4.2 Unit Observation ... 49

3.5 Population and Sampling ... 49

3.6 Type of Data and Collection Method ... 49

3.6.1 Primary Data ... 49

3.6.2 Secondary Data ... 49

3.7 Research Model ... 50

3.8 Variable Operationalization ... 51

3.8.1 Independent Variable Operationalization ... 51

3.8.1.1 Emotional Intelligence ... 51

3.8.1.2 Trust ... 53

3.8.2 Dependent Variable Operationalization ... 55

3.8.2.1 Job Satisfaction ... 55

3.9 Data Analysis Technique ... 57

3.10 Validity and Reliability Test... 58

3.10.1 Validity Test ... 58

3.10.2 Reliability Test ... 58

3.11 Pre-Test and Post-Test ... 58

3.11.1 Pre-Test ... 58

3.11.2 Post Test ... 58

3.12 Structural Equation Modeling (SEM) with Partial Least Square (PLS) ... 59

CHAPTER 4 – RESULT AND DISCUSSION ... 60

4.1 Company Profile ... 60

4.2 Respondent Profile ... 61

4.2.1 Gender ... 61

4.2.2 Age ... 61

4.2.3 Working Department ... 62

4.2.4 Working Period ... 63

4.3 Pre Test ... 63

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4.3.1.2 Trust ... 64

4.3.2.2 Trust ... 65

4.4 Post Test ... 66

4.4.1.2 Trust ... 67

4.4.2.2 Trust ... 68

4.5 Descriptive Analysis ... 69

4.5.1 Emotional Intelligence ... 69

4.5.2 Trust ... 70

4.5.3 Job Satisfaction ... 71

4.6 Data Analysis with Partial Least Square (PLS) ... 73

4.6.1 Measurement Model or Outer Model Evaluation ... 73

4.6.1.1 Convergent Validity ... 73

4.6.1.2 Discriminant Validity ... 76

4.6.1.3 Reliability ... 76

4.6.2 Structural Model or Inner Model Testing ... 77

4.6.3 Hypothesis Testing and Analysis ... 78

4.6.3.1 Direct Influence ... 78

4.6.3.1.1 Hypothesis Testing and Analysis 1 ... 79

4.6.3.2 Indirect Influence ... 82

4.6.4 Model Fitness ... 82

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CHAPTER 5 – CONCLUSION AND RECOMMENDATION ... 84

5.1 Conclusion ... 84

5.1.1 Conclusion of Descriptive Analysis ... 84

5.1.2 Conclusion of Data Analysis with Partial Least Square (PLS) ... 84

5.2 Recommendation for Company and Managerial Implication ... 88

5.3 Recommendation for Further Study ... 92

REFERENCES ... 93

APPENDIX ... 97

APPENDIX 1: QUESTIONNAIRE ... 97

CURRICULUM VITAE ... 108