IMPROVING EMPLOYEE SATISFACTION IN HEALTH SERVICE PT ANGKASA PURA II (PERSERO)

• Main Author: Anggraini, Dian
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/42953
• Institution: Institut Teknologi Bandung

PT Angkasa Pura II (AP2) is one of the state-owned enterprises engaged in airport service. Currently PT Angkasa Pura II operates 16 airports and one of them is Soekarno Hatta Airport (BSH). AP2 has a clinic called the Sentra Medika Clinic. The clinic is located around BSH which serves AP2 and housing employees. During running health services at the Sentra Medika Clinic, many complaints regarding the provision of health services so that the service quality still does not meet employee expectations. Every year, complaining is always increasing, related to less comfortable and clean facilities at the clinic, unclear SOPs in service at the clinic, lack of friendliness and responsiveness of staff and systems and data that have not been running properly. This study aims to analyse the problems that arise in order to provide solutions to companies in improving the quality of health services and employee satisfaction AP2. in analysing these problems, the authors used qualitative data analysis with interviews and quantitative data analysis by distributing questionnaires through surveys. Service Quality Survey (Servqual) with 7 (seven) dimensions namely : Reliability, Responsiveness, Tangible, Assurance, Courtesy, Empathy dan communication, is used to analyse the quality of service delivery from the customer side. The method used to analyse the problem is the service (servqual) method, Importance Performance Analysis (IPA) and Cartesian Diagram. Questions/attributes that were distributed representing these 7 dimensions were tested for validity and reliability using Cronbach’s Alpha method where the results obtained were valid and reliable. Based on the distributed questionnaire obtained the largest gap on the tangible dimensions with a gap value of -1,36, followed by the reliability dimension (-1,23), the responsiveness dimension(-1,17), the communication dimension (-1,09), the courtesy dimension (-1,08), empathy dimension (-1,02) and the lowest gap in the assurance dimension ((-0,92). All the results of the gap are negative, which means the customer is not satisfied with the services provided. As for the results of the mapping of importance performance obtained 7 attributes in quadrant A, 5 attributes in quadrant B, 5 attributes in quadrant C and 8 attributes in quadrant D. Based on the results of importance and performance analysis, the attributes in quadrant A are priorities that must be immediately improved in order to get customer satisfaction.