JRSSEM 2022, Vol. 01, No. 10, 1573– 1581
E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494
DOI : 10.36418/jrssem.v1i10.170 https://jrssem.publikasiindonesia.id/index.php/jrssem/index
EFFECT OF MOTIVATION, COMMUNICATION AND
CONSUMER BEHAVIOR ON EMPLOYEE PERFORMANCE AT
PT. BANK SUMUT
Dame Persadanta Tarigan
1
Gabriel Leonardo Simanjuntak
2
Davit Gonzales Sembiring
3
Roni Saputra Waruwu
4
Deni Faisal Mirza
5*
1,2,3,4,5
Prima University of Indonesia
e-mail: damepersadantatarigan@gmail.com
1
, Gleo2907@gmail.com
2
,
gonzalespanah2000@gmail.com
3
, ronisaputrawaruwu069@gmail.com
4
,
denifm.ukmcenter@yahoo.com
5
*Correspondence: denifm.ukmce[email protected]m
Submitted: 24 April 2022, Revised: 5 May 2022, Accepted: 18 May 2022
Abstract. The background taken by the author in writing research related to the influence of
motivation, communication and consumer behavior on employee performance at PT. Bank of
North Sumatra. Where the independent variable in thesis writing has problems with the company,
therefore the author takes this title and conducts tests and analyzes how high or low the
independent variable is on the dependent variable. The research approach used by the author is
quantitative research and the type of quantitative descriptive research and the nature of the
research used is explanatory research. Then the data processing uses the classical assumption test,
then uses multiple linear regression analysis and the final part is hypothesis testing. The conclusions
obtained by the authors simultaneously and partially motivational variables (X1), communication
(X2), and consumer behavior (X3) have a positive and significant effect on employee performance
in the pandemic era at PT. Bank of North Sumatra with a coefficient of determination of 26%, which
means that the independent variable is able to improve employee performance in the pandemic
era.
Keywords: motivation; communication; consumer behaviour; employee performance.
Dame Persadanta Tarigan, Gabriel Leonardo Simanjuntak, Davit Gonzales Sembiring, | 1574
Roni Saputra Waruwu, Deni Faisal Mirza
DOI : 10.36418/jrssem.v1i10.170 https://jrssem.publikasiindonesia.id/index.php/jrssem/index
INTRODUCTION
Today's banking world requires good
management so that it can manage any
changes or processes that run the
company's operations effectively and
efficiently. This is done for the continuity of
the establishment of the company or
agency and the common goal of obtaining
success and profit. In addition to good
management, internal and external factors
are also very supportive of good
performance in achieving company
goals. The author's place in conducting
this thesis field research is PT. Bank SUMUT
which this bank is a foreign exchange bank.
At this bank, the author found several
internal and external problems that
hampered the quality of employee
performance in accordance with standards
set by the company, especially during the
COVID-19 pandemic (Cullen et al., 2020);
(Vaishya et al., 2020). Employee
performance during the pandemic has
decreased so that it does not provide
maximum and unsatisfactory results which
makes it unattainable the target that has
been set.
Employee motivation of PT. Bank
SUMUT must be considered between
employees and leaders, so that there is no
employee dissatisfaction with the leader in
terms of motivation, and the relationship
between employees is much better.
According to (Yong et al., 2019) "Motivation
is a process to influence a person or group to
carry out something that has been
determined". According to (Macke &
Genari, 2019), motivation indicators are:
1. An accountability in a task or job.
2. Achievements obtained on a task or
job.
3. Opportunities that can make a person
progress.
Employee communication is something
that is indispensable in carrying out
performance planning, so that
performance planning can run effectively
and efficiently, so as not to damage the
relationship between employees and
leaders, employees and employees, and
employees and customers. According to
(Hossain et al., 2013); (Matzat, 2010)
"Communication is an interaction between
two or more individuals who give each other
opinions or exchange information to obtain
a goal.
According to (Scherbakova et al., 2014),
communication indicators are:
1. Understanding things that have been
heard or get.
2. Happiness or pleasure in
communicating.
3. The impact or influence given or
obtained when communicating.
Consumer behavior changes at any
time or depends on the situation or
circumstances that are happening,
especially during the pandemic, consumer
behavior was weakened and as a result, the
company tried to establish a good
relationship, where the company could
design appropriate communication
patterns with consumers through activities
planned by the company. According to (Ko
et al., 2016), "Consumer behavior is one part
of the decision-making process or when to
use a product or not to use a
product". According to (Kotler & Manceau,
2012), Consumer Behavior Indicators are:
1. Consumer Trust (Cognitive component)
2. Emotional (Affective component)
3. Action (Konatifn component)
Employee performance at PT. Bank
SUMUT must be maintained, because it is
supervised by financial institutions, so that
employees can work effectively, efficiently
and maximally in carrying out their duties
and responsibilities, especially during the
current COVID-19 pandemic. According to
(Bedarkar & Pandita, 2014), "Employee
1575 | Effect of Motivation, Communication and Consumer Behavior on Employee
Performance at PT. Bank Sumut
performance is an effort to carry out a task
or responsibility on a job so as to provide
very satisfying results or provide great
benefits for oneself and the company".
According to (Diana et al., 2021),
Performance Indicators are:
1. The quality of an employee's work in
doing work.
2. Quantity or ability to provide the best
results
3. Timeliness or work discipline
4. Effectiveness used to achieve good
performance
5. Independence in performing duties and
responsibilities.
METHODS
The approach that will be used in this
research is a quantitative approach.
According to (D. Q. Sugiyono, 2017),
"Quantitative research is a method which in
its processing uses systematic numbers
based on facts in the field with quantities
that have been determined firmly and
precisely in order to obtain valid research".
This type of research is descriptive
quantitative. According to (Brannen, 2017)
descriptive research is to explain how high
and low the percentage level of the
influence of the independent variable on
the dependent variable is as evidenced by
theory and processed data. The nature of
the research in this study is an explanatory
or explanatory research. According to (D.
Sugiyono, 2010), "Explanatory research is
research in the form of facts in the field
obtained through data collection that has
been carried out to support the
management of research statistical results
and obtain the position of the influence of
variables".
RESULTS AND DISCUSSION
A. Classical Assumption
1. Normality Test
Source: Research results, 2021
Figure 1. Histogram Graph
From Figure 1 above, it can be
seen that the histogram graph of the
data distribution is not skewed to the
left or right and there is no data
outside the curve so it can be
concluded that the data is normally
distributed.
Source: Research results, 2021
Figure 2. P-Plot Normal Graph
In Figure III.2 the normal P-Plot
graph above, it can be seen that the
points do not spread around the
diagonal line and are somewhat close
to the diagonal line so that it can be
concluded that the data is normally
distributed and the regression model
has met the assumption of normality.
Dame Persadanta Tarigan, Gabriel Leonardo Simanjuntak, Davit Gonzales Sembiring, | 1576
Roni Saputra Waruwu, Deni Faisal Mirza
DOI : 10.36418/jrssem.v1i10.170 https://jrssem.publikasiindonesia.id/index.php/jrssem/index
Table 1. Normality Test Results KS
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N
72
Normal Parameters
a,b
Mean
.0000000
Std. Deviation
3.15688736
Most Extreme Differences
Absolute
.061
Positive
.061
Negative
-.052
Test Statistic
.061
Asymp. Sig. (2-tailed)
.200
c,d
Source: Research results, 2021
In table 1, the results of the KS test
above, the Asymp value. Sig. (2-tailed)
obtained is 0.200, and the statistical
test is 0.073, because the significant
value obtained is greater than 0.05, it
can be concluded that this means
that H1 is accepted, meaning that the
data is normally distributed where the
sig KS value > 0.05 (0.200 > 0.05).
2. Multicollinearity Test
Table 2. Multicollinearity Test Results
Coefficients
Model
Tolerance
VIF
1
(Constant)
Motivation
.952
1,050
Communication
.827
1,209
Consumer Behavior
.865
1.156
a. Dependent Variable: Employee Performance
Source: Research results, 2021
From the test results table 2,
above shows that motivation has a
tolerance value > 0.1 (0.952 > 0.1)
and a VIF value <10 (1.050 < 10).
Communication has a tolerance value
> 0.1 (0.827 > 0.1) and a VIF value
<10 (1,209 < 10). Consumer behavior
has a tolerance value> 0.1 (0.865>
0.1) and a VIF value <10 (1.156 < 10),
so it can be concluded that there is
no multicollinearity.
3. Heteroscedasticity Test
Source: Research results, 2021
Figure 3. Scatterplot Graph
1577 | Effect of Motivation, Communication and Consumer Behavior on Employee
Performance at PT. Bank Sumut
From figure 3, the graph above it
can be concluded that there is no
heteroscedasticity because it does
not have a clear pattern and the
points spread above and below the
number 0 on the Y axis.
Table 3. Glejser
Coefficients
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig
.
B
Std. Error
Beta
1
(Constant)
5.238
1.832
2.858
.006
Motivation
-.144
.073
-.236
-
1.955
.055
Communication
.000
.081
.001
.005
.996
Consumer
Behavior
-.010
.068
-.018
-141
.888
a. Dependent Variable: Abs_RES
Source: Research results, 2021
From table 3, it can be seen that
the probability value (Sig.) for the
motivation variable is 0.055,
communication is 0.996 and
consumer behavior is 0.888. It can be
seen that the significance value is
above the 5% (0.05) confidence level,
then the regression model does not
contain any heteroscedasticity.
B. Results of Research Data Analysis
1. Multiple Linear Regression
Analysis
Table 4. Analysis of Regression Results
Coefficients
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
3.957
3.066
1.291
.201
Motivation
.275
.123 .239
2.158
2240
.028
Communication
.294 .136
.247
.034
.261
Consumer
Behavior
.258
.113
2304
.024
a
. Dependent Variable: Employee Performance
Source: Research results, 2021
From table 4 above, the first row
is a constant and the next row shows
the constant of the independent
variable. Based on the table above,
the following regression equation is
obtained:
Employee Performance = 3.957 + 0.275
Motivation + 0.294 Communication +
0.261 Consumer Behavior
Information:
1. The constant of 3.957 indicates
that if the value of the
independent variables
(motivation, communication and
Dame Persadanta Tarigan, Gabriel Leonardo Simanjuntak, Davit Gonzales Sembiring, Roni |
1578 Saputra Waruwu, Deni Faisal Mirza
consumer behavior) is zero, then
employee performance is 3,957.
2. The motivation coefficient is 0.275
and is positive, meaning that
every increase in the motivation
variable by 1 unit will be followed
by an increase in employee
performance of 0.275 with the
assumption that other variables
are constant.
3. The communication coefficient is
0.294 and is positive, meaning
that every increase in the
motivation variable by 1 unit will
be followed by an increase in
employee performance of 0.294
assuming other variables remain.
4. The Consumer Behavior
Coefficient is 0.261 and is positive,
meaning that every 1 unit
increase in the consumer
behavior variable will be followed
by an increase in employee
performance of 0.261 assuming
other variables remain.
2. Coefficient of Determination (R²)
Table 5. Results of Model Determination Coefficient
Summary
Model
R
R Square
Adjusted R Square
Std. Error of the Estimate
1
.514
a
a
.231 3.226
.264
. Predictors: (Constant), X3, X1, X2
Source: Research results, 2021
Based on Table 5, the Adjusted R
Square 0.231 means that the ability to
vary the variables of Motivation (X1),
Communication (X2) and Consumer
Behavior (X3) can explain variations in
Employee Performance by 23% and
the remaining 77% is explained by
independent variables that are not
examined such as intellectual capital,
leadership, work discipline and
others.
3. Simultaneous Hypothesis Testing
(F Test)
Table 6. F Test Results
ANOVA
a
Model
Sum of Squares
df
Mean Square
F
Sig.
1
Regression
253,405
3
84,468
8,118
000
b
Residual
707,582
68
10,406
Total
960,986
71
a. Dependent Variable: employee performance
b. Predictors: (Constant), X3, X1, X2
Source: Research results, 2021
From table 6 above, the
calculated F value is 8.118 with a
significant level of 0.000, while the F
table is 2.50 with a significant level of
0.05. Or that the calculated F value >
F table (8.118 > 2.50) and the
significant level is less than 0.05
(0.000 > 0.05).
4. Partial Hypothesis Testing (t Test)
1579 | Effect of Motivation, Communication and Consumer Behavior on Employee
Performance at PT. Bank Sumut
Table 7. T Test Results
Coefficients
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std.
Error
Beta
1
(Constant)
3.957
3.066
1.291
.201
Motivation
.275
.123
.239
2.158
2240
.028
Communication
.294
.136
.247
.034
.261
Consumer
Behavior
.258
.113
2304
.024
a
. Dependent Variable: Employee Performance
Source: Research results, 2021
From table 3.7 above, it shows
that:
1. The t-count for the motivation
variable is 2.240 with a significant
value of 0.028, so it can be
concluded that the t-count is
2.240 and the t-table is 1.995. The
test results show t count > t table
(2,240 > 1,995). Judging from the
significance, the significant value
of the motivation variable is 0.028,
smaller than the significant value
of 0.05.
2. The magnitude of the t count for
the communication variable is
2.158 with a significant value of
0.034, so it can be concluded that
the t count is 2.158 and the t table
is 1.995. The test results show t
count > t table (2.158 > 1.995).
Judging from the significance, the
significant value of the
communication variable is 0.034,
smaller than the significant value
of 0.05.
3. The t-count for variable consumer
behavior significant 0.024, so it
can be concluded that the t-count
is 2.304 and the t-table is 1.995.
The test results show t count > t
table (2.304 > 1.995). Judging
from the significance, the
significant value of the consumer
behavior variable is 0.024, smaller
than the significant value of 0.05.
CONCLUSIONS
Based on the results of the research and
discussion described in the previous
chapter, the following conclusions can be
drawn: 1) Partially, the motivation variable
(X1) has a positive and significant effect on
employee performance (Y) at PT. Bank of
North Sumatra. 2) Partially, the
communication variable (X2) has a positive
and significant effect on employee
performance (Y) at PT. Bank of North
Sumatra. 3) Partially, the consumer
behavior variable (X3) has a positive and
significant effect on employee performance
(Y) at PT. Bank of North Sumatra. 4)
Simultaneously, the variables of motivation
(X1), communication (X2) and consumer
behavior (X3) have a positive and
significant effect on employee performance
(Y) PT. Bank of North Sumatra.
REFERENCES
Bedarkar, M., & Pandita, D. (2014). A study
on the drivers of employee
Dame Persadanta Tarigan, Gabriel Leonardo Simanjuntak, Davit Gonzales Sembiring, Roni |
1580 Saputra Waruwu, Deni Faisal Mirza
engagement impacting employee
performance. Procedia-Social and
Behavioral Sciences, 10(3), 106–115.
https://doi.org/10.1016/j.sbspro.2014
.04.174
Brannen, J. (2017). Combining qualitative
and quantitative approaches: an
overview. Mixing Methods: Qualitative
and Quantitative Research, 2(3), 20–
37.
Cullen, W., Gulati, G., & Kelly, B. D. (2020).
Mental health in the COVID-19
pandemic. QJM: An International
Journal of Medicine, 3(5), 311–312.
https://doi.org/10.1093/qjmed/hcaa1
10
Diana, I. N., Supriyanto, A. S., Ekowati, V. M.,
& Ertanto, A. H. (2021). Factor
influencing employee performance:
The role of organizational culture. The
Journal of Asian Finance, Economics,
and Business, 8(2), 545–553.
https://doi.org/10.13106/jafeb.2021.v
ol8.no2.0545
Hossain, L., Murshed, S. T., & Uddin, S.
(2013). Communication network
dynamics during organizational crisis.
Journal of Informetrics, 7(1), 16–35.
https://doi.org/10.1016/j.joi.2012.07.
006
Ko, E., Phau, I., & Aiello, G. (2016). Luxury
brand strategies and customer
experiences: Contributions to theory
and practice. Journal of Business
Research, 6(12), 5749–5752.
https://doi.org/10.1016/j.jbusres.201
6.04.170
Kotler, K. K. P., & Manceau, D. (2012).
Marketing management 14e.
PEARSON FRANCE.
Macke, J., & Genari, D. (2019). Systematic
literature review on sustainable
human resource management.
Journal of Cleaner Production, 2(8),
806–815.
https://doi.org/10.1016/j.jclepro.201
8.10.091
Matzat, U. (2010). Reducing problems of
sociability in online communities:
Integrating online communication
with offline interaction. American
Behavioral Scientist, 5(8), 1170–1193.
https://doi.org/10.1177%2F00027642
09356249
Scherbakova, A. I., Kamenets, A. V., &
Zinchenko, E. O. (2014). Potential of
musical and pedagogical analysis of
socio-cultural interaction processes.
Asian Social Science, 5(4), 144.
http://dx.doi.org/10.5539/ass.v10n24
p144
Sugiyono, D. (2010). Metode penelitian
kuantitatif dan R&D. Bandung:
Alfabeta.
Sugiyono, D. Q. (2017). Qualitative
Research Methods. In Bandung:
Alfabeta. Alfabet, Bandung.
Vaishya, R., Javaid, M., Khan, I. H., & Haleem,
A. (2020). Artificial Intelligence (AI)
applications for COVID-19 pandemic.
Diabetes and Metabolic Syndrome:
Clinical Research and Reviews, 4(4),
337–339.
https://doi.org/10.1016/j.dsx.2020.04
.012
Yong, J. Y., Yusliza, M. Y., Ramayah, T., &
Fawehinmi, O. (2019). Nexus between
green intellectual capital and green
human resource management.
Journal of Cleaner Production, 2(5),
364–374.
1581 | Effect of Motivation, Communication and Consumer Behavior on Employee
Performance at PT. Bank Sumut
https://doi.org/10.1016/j.jclepro.201
8.12.306
© 2022 by the authors. Submitted
for possible open access publication
under the terms and conditions of the Creative
Commons Attribution (CC BY SA) license
(https://creativecommons.org/licenses/by-sa/4.0/).