STRATEGY TO IMPROVE EMPLOYEES SATISFACTION IN ONLINE MEETING USING MODIFIED WEBQUAL 4.0, IMPORTANCE-PERFORMANCE ANALYSIS (IPA), AND CUSTOMER SATISFACTION INDEX (CSI)

• Main Author: Elberta, Natasha
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/62440
• Institution: Institut Teknologi Bandung

Since the beginning of 2020, the world has faced the Covid-19 outbreak. To suppress new cases of covid-19, the Central Government of Indonesia makes various efforts to reduce the spread of the diseases. In addition, since June 2020, the Governor of Jakarta Special Capital Region of Jakarta has implemented a transitional Large-Scale Social Restrictions (PSBB), which is in the policy, some employees are allowed to work from office and the others work from home. Thus, employees use the online meeting platform to communicate with each other so that their operational work runs smoothly. PT Mawar Harum implements the policy of the Governor of Jakarta Special Capital Region. So, their employees conduct online meetings. However, during December 2020 – December 2021, there were 167 employees from Corporate Information Systems and Technology at PT Mawar Harum who resigned. Based on information from the Project Management Office Department Head and the Infrastructure Operations Section Head, one of the reasons is dissastifaction of online meeting. Thus, this research aims to increase employee satisfaction in using online meetings by distributing questionnaires to employees of Corporate Information Systems and Technology at PT Mawar Harum whose questions were obtained from the Modified Webqual 4.0 method (33 independent variables and 1 dependent variable) which was integrated into CSI and IPA. Based on Customer Satisfaction Index (CSI), the employee satisfaction level as a whole is 79% (satisfied) with details of CSI service interaction dimension is 76% (satisfied), usability dimension is 79% (satisfied), information quality is 83% (very satisfied), and stakeholder readiness is 79% (satisfied). In addition, based on data analysis using IPA, there are 6 attributes that are in the 1st quadrant that performance must be improved. Next, several alternative business solutions proposed using the three main principal of online meetings by Miexzakowski et. al. (2020). Based on the results of discussions with the management team, 11 alternative business solutions were chosen.