MOTIVATING THE OUTSOURCED EMPLOYEE TO GIVE BETTER SERVICE TO PLN’S CUSTOMERS (A CASE STUDY IN PT PLN MALANG SERVICE AREA)

• Main Author: FAUZAN JAMAHSARI (NIM: 29108084); Pembimbing: Dr. Ir. Agung Wicaksono, MSc, MBA, MUHAMMAD
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16551
• Institution: Institut Teknologi Bandung

Under the new electricity law, PLN is no longer the holder of an exclusive electricity authority from the Central Government to provide electricity for public use. With liberalism on electricity sector, PLN forced to be more concerned on customer satisfaction. Faced with these conditions, PLN must be able to survive and win the competition by the motivated the outsourced employee to create customer satisfaction, because the outsourced employees have a very important role to give better service to PLN’s customers to win the electricity business competition. Therefore, this research objective is to identify and analyze the motivation factors that influence the outsourced employees to create customer satisfaction and whether PLN fulfil it or not. The methodology approach to this thesis was the quantitative, descriptive approach. To obtain confirmation of findings through convergence of different perspectives and involves the convergence of data from multiple data collection sources, the target <br /> <br /> <br /> population was the outsourced employees and PLN APJ Malang employee. This thesis uses stratified random sampling techniques to choose the sample. The respondents consist of 96 the outsourced employees and 110 PLN APJ Malang employees. The data collection instrument was structured questionnaire and data analysis was done using Microsoft Excel 2007 and Statistical Package for Social Sciences (SPSS) version 17. From the data analysis, the important research findings indicated that the ranking of the motivation factors, starting from the most important factor is as follows: Good compensation and benefits; Job Security existing in the company; Nice, comfort, and safe work environment; Get company recognize and acknowledge the outsourced employee's performance; Achieve career development opportunities; To get routine job trainings; Support from the co-worker and superior; and Get freedom to do and choose the job which suitable with the outsourced employee's eagerness and ability (selfactualization). The research also identified that there are motivation factors which PLN must give high priority to improve. The motivation factors are as follows: compensation and benefits satisfaction, job security, routine job training and appreciation and recognition of the outsourced employees' achievement. <br /> <br /> <br /> vii Based on the analysis, this research proposes several points of recommendation. The recommendations are as follows: job analysis, job evaluation, job redesigns, increase non-monetary rewards, reduce the amount of outsourcing employees, employ transparency reward policy, held a tripartite meeting, PLN APJ Malang did not only give a guarantee that the outsourced employee will be hired after the end of the contract period but also gave a guarantee that their salary will not be reduced, recruit the outsourced employees who have the best performance and give priority when PLN <br /> <br /> <br /> recruits a new permanent employee, PLN APJ Malang' management proactively gives recognition and appreciation of the outsourced employee’s achievement, and Every year PLN APJ Malang must evaluate the training program to ensure that all the outsourced employees get it.