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ITS » Undergraduate Theses » Teknik Industri
Posted by at 06/07/2010 12:57:21  •  1524 Views


Created by :
Yuyun Dwi S ( 2500100102 )

SubjectKepuasan konsumen
Alt. Subject Consumer satisfaction
KeywordKaryawan Kepuasan Model
karyawan kepuasan Index


Pergeseran paradigma pengelolaan perguruan tingg dari pencapaian tujuan-tujuan pendidikan dengan orientasi lokal/nasional menjadi orientasi market driven mengharuskan pengukuran costumer satisfacion untuk seluruh stakeholder yang terlibat. Kondisi ini disadari oleh Institut Teknologi Sepuluh Nopermber Surabaya (ITS), perguruan tinggi negeri terbesar di Indonesia Timur. Langkah yang diambil oleh ITS sudah melakukan kinerja aktual manajemen serta umpan balik untuk pengembangan program berkelanjutan dimasa depan. Salah satu stakeholder yang penting bagi ITS adalah pekerja yaitu para dosen dan karyawan. Maka dalam penelitian ini obyek yang akan diambil adalah para pekerja ITS. Pengukuran kepuasan pekerja dilakukan dengan menyebarkan kuesioner kepada seluruh pekerja di seluruh unit yang ada di ITS, yaitu fakultas, jurusan, dan unit non akademik lainnya. Pengukuran kepuasan ini dimaksudkan untuk mendapatkan nilai baseline Employee Satisfaction Index. Metode yang digunakan untuk pengukuran kepuasan pekerja adalah kombinasi dari metode Luthans dan Great Place to Work Institute (GPWI). Untuk membobotkan kriteria-kriteria yang memiliki kepentingan yang berbeda-beda maka digunakana Analytical Hierarchy Process( AHP).

Alt. Description

Friction of paradigm management of college from attainment of its target of education with local or national orientation become "orientation of market driven" that oblige measurement of satisfacion costumer to all stakeholder in concerned. This condition is realized by Technological Institute 10 NopemberS urabaya( ITS), the biggest college in Indonesia East. One of step taken by ITS is to do the measurement of performance from the actual management and also feed back for the development of program for the future. One of the stakeholder which necessary for ITS is the worker. the worker in ITS are employees and lecturer. Hence in this research of objeck to be taken is ttre worker of ITS. Measurement of satisfaction worker is done by propagating the questionnaire to the worker in all unit exist in ITS, that is faculty, majors, and other unit non academic. Measurement of this safisfaction is meant to get value of baseline of Employee Satisfaction Index. Method used for the measurement of satisfaction worker is combination from the method of Luthans and of Great Place Work Institute to ( GPWI). For the weight of criterions that have importance which different each other, hence used Analytical Hierarchy Process (AHP). Base on the result of analysis and calculaion which have been done, value of Employee Satisfaction Index is equal to 3,27 (65.4%). From result of test of Cluster, got 2 cluster. Make an index to satisfaction of worker for the cluster I is equal to 2.94 ( 58.8%), and cluster II is equal to 3,57 (71,4%). While the criterions that have the smallest satisfaction index is promotion and salary. Recommendation given for the criterion of promotion more aimed at repair of promotion procedure socialization and promotion, and forwarding of information about promotion swiftly and accurate to each unit in ITS. While for the criterion of salary, recommendation is system merit.

Date Create:06/07/2010
Collection ID:3100004021020
Call Number:RSI 658.834 3 Yuy p

Source :
Undergraduate Thesis, Industrial Engineering, RSI 658.834 3 Yuy p, 2004

Coverage :
ITS Community

Rights :
Copyright @2004 by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library

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