ANALISIS KEPUASAN KARYAWAN OUTSOURCING TERHADAP PELAYANAN PERUSAHAAN OUTSOURCING DENGAN PENDEKATAN SERVICE QUALITY DAN IMPORTANCE-PERFORMANCE ANALYSIS STUDI KASUS DI PT BANK BTPN TBK

MARTUPA MICHAEL A, Nofie Iman Vidya Kemal, S.E., M.Sc., Ph.D.

2022 | Tesis | MAGISTER MANAJEMEN (KAMPUS JAKARTA)

Kualitas pelayanan yang diberikan oleh perusahaan outsourcing kepada karyawan outsourcing sangat penting karena dapat menjadi acuan dalam menentukan kepuasan karyawan tersebut. Kualitas pelayanan dapat dinilai baik dan berhasil jika karyawan outsourcing merasa puas dan sesuai dengan yang mereka harapkan. Namun, jika pelayanan tidak sesuai dengan harapan karyawan outsourcing maka kualitas pelayanan akan dinilai buruk. Penelitian ini merupakan penelitian kuantitatif dengan menggunakan skala likert. Populasi dalam penelitian ini adalah karyawan outsourcing yang ditempatkan oleh perusahaan outsourcing nya di PT Bank BTPN Tbk dengan jumlah sampel sebanyak 110 karyawan. Metode analisis data yang digunakan dalam penelitian ini adalah SERVQUAL dan Importance -Performance Analysis. Pengukuran kepuasan karyawan outsourcing dilakukan menggunakan kuisioner untuk mengetahui nilai harapan dan kenyataan pelayanan yang diterima. Hasil Service Quality yang diperoleh terdapat kesenjangan antara harapan dan kenyataan pelayanan yang diterima oleh karyawan outsourcing PT Bank BTPN Tbk bernilai negatif pada dua puluh atribut yang mewakili lima dimensi kualitas pelayanan yaitu tangible, empathy, reliability, responsiveness, dan assurance. Dengan demikian dari hasil penelitian ini menunjukkan bahwa karyawan outsourcing PT Bank BTPN Tbk menilai kualitas pelayanan belum memenuhi ekspektasi mereka dan harus lebih ditingkatkan lagi. Dari hasil Importance-Performance Analysis menunjukkan bahwa atribut pelayanan yang masuk kedalam kategori kuadran A menjadi prioritas utama untuk diperbaiki pelayanannya yaitu peralatan kerja yang digunakan layak digunakan (Komputer, Notebook, dan lain-lain pada dimensi tangible, perusahaan bersedia membantu mengatasi keluhan karyawan pada dimensi responsiveness dan perusahaan memberikan respon yang cepat dalam mengatasi keluhan karyawan pada dimensi responsiveness.

The quality of services provided by outsourcing companies to outsourcing employees is very important because it can be a reference in determining employee satisfaction. The quality of service can be perceived as good and successful if the outsourced employees are satisfied and in accordance with what they expect. However, if the service is not in line with the expectations of the outsourced employee, the quality of service will be perceived bad. This research is a quantitative research using a likert scale. The population in this study were outsourced employees who were placed by the outsourcing company at PT Bank BTPN Tbk with a total sample of 110 employees. The data analysis methods used in this research are SERVQUAL and Importance-Performance Analysis. Measurement of outsourcing employee satisfaction is using a questionnaire to determine the value of expectations and the reality of the services received. Service Quality results obtained that there is a gap between expectations and the reality of services received by outsourced employees of PT Bank BTPN Tbk has a negative value on twenty attributes that represent five dimensions of service quality, namely tangible, empathy, reliability, responsiveness, and assurance. Thus, the results of this study show that the outsourcing employees of PT Bank BTPN Tbk assess that the quality of service has not met their expectations and must be further improved. From the results of the Importance-Performance Analysis, it shows that the service attributes that fall into the A quadrant category are the main priority for service improvement, namely the work equipment used is suitable for use (Computers, Notebooks, etc.) on the tangible dimension, the company is willing to help overcome employee complaints on the responsiveness dimension, and the company provides a fast response in dealing with employee complaints on the responsiveness dimension.

Kata Kunci : Service Quality, Importance-Performance Analysis