PRADANA, AKBAR WIJAYA (2019) ANALISA KEPUASAN PESERTA TRAINING IN HOUSE PADA DIVISI ENGINEERING PT. XYZ MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE-PERFORMANCE ANALYSIS. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
One of the things that PT. XYZ does in developing its human resources (HR) is by conducting training for its employees to become more competent. The Engineering Division is one of the divisions that holds training for employees of the engineering department independently. One type of training carried out by the engineering division is in house training, namely training that is managed by the engineering division itself and makes the experts staff as trainers in their respective fields of knowledge. However, the implementation of in house training in the engineering division to date does not measure the level of satisfaction of trainees in training implementation. So that the manager has not been able to make improvements that are right on target to improve the quality of training implementation to meet the expectations of the participants. This study aims to determine the level of satisfaction of trainees in the engineering division who participated in in house training and provide evaluation materials on what things need to be improved and the management concerned to be able to hold training in accordance with the expectations of participants. Participant satisfaction in this study was measured using the SERVQUAL method, based on 5 dimensions of service (tangible, reliability, responsiveness, empathy, assurance). The data was obtained from questionnaires distributed to engineering division employees who had attended in house training in 1st semester of 2018, with 64 respondents. From the results of this study obtained a negative gap on each question from the 22 questions asked in the questionnaire. While the percentage value of participant satisfaction that attended training in house is 87%. Based on the analysis of importance-performance analysis and associated with the magnitude of the gap on the dimensions of service, there are 2 variables being the priority of performance improvement and the service of implementing in house training engineering division at PT. XYZ fits the expectations of the participants, namely: the equipment used is complete and modern, and the facilities provided support the training. Keywords : Participant Satisfaction, Training In House, Servqual Salah satu hal yang dilakukan PT. XYZ dalam pengembangan sumber daya manusianya (SDM) adalah dengan melakukan pelatihan (training) kepada para karyawannya agar menjadi lebih berkompeten. Divisi Engineering merupakan salah satu divisi yang menyelenggarakan training untuk karyawan bagian engineering secara mandiri. Salah satu jenis training yang dilakukan oleh divisi engineering adalah jenis training in house, yaitu training yang dikelola oleh divisi engineering dan menjadikan karyawan (staff) ahli sebagai trainer di bidang ilmunya masing-masing. Namun pelaksanaan training in house pada divisi engineering sampai saat ini tidak melakukan pengukuran terhadap tingkat kepuasan peserta training terhadap pelakasanaan training. Sehingga pihak pengelola belum bisa melakukan perbaikan yang tepat sasaran untuk meningkatkan kualitas pelaksanaan training agar sesuai dengan harapan peserta. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan peserta training pada divisi engineering yang mengikuti training inhouse dan memberikan bahan evaluasi mengenai hal apa saja yang perlu diperbaiki dan diperhatikan pihak pengelola untuk dapat menyelenggarakn training sesuai dengan harapan peserta. Kepuasan peserta pada penelitian ini diukur dengan menggunakan metode SERVQUAL, berdasarkan 5 dimensi pelayanan (tangible, reliability, responsiveness, empathy, assurance). Data diperoleh dari kuisioner yang dibagikan kepada karyawan divisi engineering yang pernah mengikuti training in house pada semester 1 tahun 2018, dengan jumlah responden sebanyak 64 orang. Dari hasil penelitian ini didapatkan gap negatif pada setiap pertanyaan dari 22 butir pertanyaan yang ditanyakan didalam kuisioner. Sedangkan nilai persentase kepuasan peserta yang mengikuti traning in house adalah 87%. Berdasarkan analisa importance-peformance analysis dan dikaitkan dengan besarnya gap pada dimensi pelayanan, terdapat 2 variabel menjadi prioritas perbaikan kinerja dan pelayanan pelaksanaan training inhouse divisi engineering pada PT. XYZ agar sesuai dengan harapan peserta, yaitu : peralatan yang digunakan sudah lengkap dan modern, dan fasilitas yang diberikan menunjang pelatihan. Kata kunci : Kepuasan Peserta, Training In House, Servqual
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