ANALISIS KEPUASAN PESERTA DAN PENINGKATAN KUALITAS PELATIHAN DI PT. REASURANSI INDONESIA UTAMA DENGAN METODE SERVQUAL DAN HOUSE OF QUALITY

HALIMMAH, ZARICA (2020) ANALISIS KEPUASAN PESERTA DAN PENINGKATAN KUALITAS PELATIHAN DI PT. REASURANSI INDONESIA UTAMA DENGAN METODE SERVQUAL DAN HOUSE OF QUALITY. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

PT. Reinsurance Indonesia Utama (Persero) is the first reinsurance company of the government (BUMN). As a company that is very concerned about their employees, PT. Reinsurance Indonesia Utama (Persero) intensively held some training for their employee. But unfortunately, there is no evaluation regarding the satisfaction of the participants. Therefore, this research was conducted to determine the level of participant satisfaction using the ServQual method and proceed with using the Importance-Performance Analysis (IPA) method to determine the attributes that need improvement. After knowing the attributes that need improvement, the research continuing with HOQ matrix to find out the improvement efforts that need to be done. The questionnaire was used as a data collection method and involved 70 respondents from PT. Reinsurance Indonesia Utama (Persero). The results of ServQual method showed that all attributes tested were negative. This indicates that the services provided have not satisfied the participants. The study continued with the IPA method and obtained 5 attributes in quadrant A that needed improvement. The five attributes are then spelt out in the HOQ matrix and obtained 5 technical responses as the company's response to the participants' needs. Keywords : Reasuransi, Training, ServQual, Importance-Performance Analysis (IPA), House Of Quality (HOQ) PT. Reasuransi Indonesia Utama (Persero) merupakan perusahaan Reasuransi pertama dibawah naungan pemerintah (BUMN). Sebagai perusahaan yang sangat memperhatikan karyawannya PT. Reasuransi Indonesia Utama (Persero) secara intens mengadakan pelatihan. Namun sayangnya, belum terdapat evaluasi mengenai kepuasan para peserta. Untuk itu tujuan dari penelitian ini adalah untuk mengetahui tingkat kepuasan peserta dengan menggunakan metode ServQual dan dilanjutkan dengan menggunakan metode Importance-Performance Analysis (IPA) untuk mengetahui atribut yang memerlukan perbaikan. Setelah diketahui atribut yang memerlukan perbaikan dilanjukan dengan menggunakan matriks HOQ untuk mengetahui upaya perbaikan yang perlu dilakukan. Kuesioner digunakan sebagai metode pengumpulan data dan melibatkan 70 responden yang seluruhnya merupakan karyawan PT. Reasuransi Indonesia Utama (Persero). Hasil penelitian menggunakan metode ServQual didapatkan seluruh atribut yang diujikan bernilai negatif. Hal tersebut menandakan pelayanan yang diberikan belum memuaskan peserta. Penelitian dilanjutkan dengan metode IPA dan didapatkan 5 atribut pada kuadran A yang memerlukan perbaikan. Kelima atribut tersebut selanjutnya dijabarkan dalam matriks HOQ dan didapatkan 5 respon teknis sebagai jawaban perusahaan terhadap kebutuhan peserta. Kata kunci : Reasuransi, Pelatihan, ServQual, Importance-Performance Analysis (IPA), House Of Quality (HOQ)

Item Type: Thesis (S1)
Call Number CD: FT/IND. 20 081
Call Number: ST/16/21/034
NIM/NIDN Creators: 41616010034
Uncontrolled Keywords: Reasuransi, Pelatihan, ServQual, Importance-Performance Analysis (IPA), House Of Quality (HOQ)
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 023 Personnel Administration/Personalia Perpustakaan > 023.8 In-Service Training/Pelatihan Layanan
200 Religion/Agama > 290 Other Religions/Agama Selain Kristen > 297 Agama Islam/Islam > 297.4 Islamic law/Hukum Islam > 297.43 Muamalat/Muamalat > 297.433 Lease, Borrow-borrow, Labor, Bank, Usury, Insurance/Sewa-menyewa; Pinjam-meminjam; Perburuhan; Bank; Riba; Asuransi
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.4 Government Sponsored Insurance/Asuransi Jaminan Sosial Pemerintah
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 01 Mar 2023 06:55
Last Modified: 01 Mar 2023 06:55
URI: http://repository.mercubuana.ac.id/id/eprint/53107

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