COPING WITH EXCESSIVE WORKLOAD IN INTERNATIONAL RELATIONS OFFICE INSTITUT TEKNOLOGI BANDUNG

• Main Author: Fajrian
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/70322
• Institution: Institut Teknologi Bandung

International education becoming more prominent for all university to thrive in education industry. By conducting effective international education, the university brings benefits in many aspects such as education quality, innovation, cultural, and economic. Thus, making sure in maintaining international student satisfied from service quality given is a vital point in attracting more prospect students and increasing the chance of international student to endorse the university. Unfortunately, International Relations Office ITB (IRO ITB) suffers from overwhelming workload in effort of giving service to international students in ITB. This study tries to uncover and solve the root causes of the overwhelming workload and give recommendation to manages it without compromising service quality given. This research employs sequential mixed method approach consisting of two phases of research. First phase consists of qualitative study that focus in finding the root causes of the issue. CRT method employed to process interview data from IRO ITB’s staffs. Validity of the first assessment uses cross-checking method for reliability verification and member check for validity verification with both receive acceptable level. It is revealed that lack of distinction of obligatory works and voluntary services is the core driver that makes IRO ITB workload swelling. Second phase uses explanatory mixed method that uses IPA Matrix as basis to make strategies to both obligatory works and voluntary services so that IRO ITB can manages the workload. First quantitative assessment is done using IPA Matrix framework to find out how international students perceive importance and performance of 18 services included in the study. This study also assesses importance and performance perceived of other services that currently not available in IRO ITB based on the best practices of many international universities all around the world. Quantitative questionnaire in the second phase underwent Cronbach’s Alpha testing for performance scale (?=0.722), importance scale (?=0.847), and additional service scale (?=0.939) and shows acceptable level of reliability. Using Slovin’s Formula to sample 45 total full time international students in ITB, we acquire 20% margin of error (15 total participants). Several participants are invited to take part in qualitative study where they explain the reason of their answer in previous quantitative assessment. Second phase qualitative study acquires 6 participants to complement quantitative data. We compare quantitative and quantitized qualitative to acquire the coherence of both scale as a source of validity proofing. Using Mann-Whitney U Test, result shows no significant difference (U= 192.5, p= 0.339) which shoes the coherence of both data. Based on this mixed method approach, both obligatory works and voluntary services can be categorized into four categories inside IPA Matrix. Six obligatory works included in “Keep up with the good work”, and one service in each “Concentrate here” and “Low priority” categories. For voluntary services, four services included in “Low priority” and “Possible overkill” categories, and one services included in each “Keep up with the good work” and “Concentrate here” categories. Accompanied with qualitative data, we can shape a fitting strategy for each service analyzed in this study. It is recommended to maintain performance with obligatory work while reducing resources spent for voluntary services without compromising international students’ satisfaction.