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"ABSTRAKPenelitian ini dilakukan untuk menganalisis kualitas pelayanan secara eksternal (pelayanan bagi penyidik) dan internal (pelayanan bagi pegawai), serta dilakukan analisis terhadap faktor-faktor yang mempengaruhi kinerja pegawai di UPT Laboratorium Uji Narkoba serta merumuskan strategi untuk meningkatkan kualitas pelayanan. Hasil penelitian terhadap pelayanan ekternal dan pelayanan internal kemudian di analisis menggunakan IPA. Kualitas pelayanan terhadap penyidik (pelanggan eksternal) diukur menggunakan metode SERVQUAL yang diperkenalkan oleh Parasuraman,Zeithaml dan Berry (1990), sedangkan kepuasan kerja pegawai diukur menggunakan metode Index of Work Satisfaction (IWS) dari Stamp (1997). Untuk pelayanan internal, populasi penelitian ini adalah pegawai UPT Laboratorium Uji Narkoba BNN, sedangkan untuk pelayanan eksternal populasi adalah pelanggan yaitu para penyidik. Dari hasil dari penelitian, didapat bahwa tingkat kepuasan kerja pegawai dikategorikan cukup puas, sedangkan kepuasan penyidik dikategorikan sangat puas. Untuk meningkatkan kualitas pelayanan pada UPT Laboratorium Uji Narkoba, digunakan strategi unconditional guarantees, yaitu peningkatan kepuasan kepada pelanggan dengan cara pembenahan pada beberapa sektor serta peningkatan motivasi para karyawan untuk mencapai tingkat kinerja yang lebih baik.

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ABSTRACTIn this study was conducted to analyze the quality of external services (services for the investigator) and internal (service for the employee), as well as an analysis of the factors that affect employee performance in Drug Testing Laboratory to formulate strategies enchancing service of quality. The result of the external service and internal service later in the analysis using Importance Performance Analysis (IPA). Quality of service to the investigator (external customer) were measured using the SERVQUAL method introduced by Parasuratman, Zeithalm and Berry (1990), while employee satisfaction is measured using the Index of Work Satisfaction (IWS) introduced by Stamp (1997). For internal services, the study pupolation is employee of Drug Testing Laboratory, while for the external service pupolation is that the investigators. From the results of the study, found that the level of employee job satisfaction categorized quite satisfied, while categorized investigator satisfaction is very satisfaction. To improve the service of quality in Drug Testing Laboratory, used the unconditional guarantees strategy, ie an increase in customer satisfaction by way of improvement in some sectors and increase the motivation of employee to achieve a better level performance."

"Penelitian ini bertujuan untuk melihat peranan wawancara kineija dalam peningkatan kepuasan keqa karyawan pada Seksi Remuneration and Data Centre di Human Resources Department PT. X. Hal ini dilakukan karena berdasarkan gejala yang ditemukan di perusahaan, terlihat bahwa para karyawan menunjukkan sikap negatif dalam bekeija. Selain itu, berdasarkan hasil penggalim data awal yang dilakukan melalui penyebaran Job Satisfaction Survey, diketahui bahwa ratarata tingkat kepuasan keija karyawan berada pada level ambivalen. Sdanjutnya, khusus untuk dimensi supervisi, rata-rata karyawan mengalami ketidakpuasan terhadap supervisi. Penelitian dilakukan dalam beberapa tahapan. Penyebaran kuesioner Job Satisfaction Survey dilakukan pada tahap pre-test dan post-test. Sementara dikarenakan keterbatasan kewenangan dan waktu, intervensi wawancara kineqa diberikan dalam bentuk penjelasan program. Waw^cara kineija adalah proses memberikan informasi kepada karyawan mengenai efektivitas kmeqa mereka, umpan balik serta saran pengembangan. Hal yang paling pentmg dalam proses wawancara kineija adalah karyawan sendiri turut serta dalam pengambilan keputusan mengenai langkah perbaikan kinerja serta lan^ah pengembangan karimya. Di akhir penelitian, dilakukan focus group discussion partisipan penelitian. Berdasarkan hasil analisis data, wawancara kineija diberik^ sebagai intervensi, mampu meningkatkan kepuasan karyawan terhadap supervisi yang diberikan oleh atasan. Hal tersebut pada akhirnya juga..."

"Tesis ini membahas pengaruh pemaparan hasil survei kepuasan kerja yang ditampilkan dalam bentuk analisis diagram Kartesius terhadap peningkatan kepuasan kerja perawat. Penelitian dilakukan di ruang rawat inap RSUD Pringsewu Lampung sebagai rumah sakit eksperimen dan RS X Lampung sebagai rumah sakit kontrol. Responden pada penelitian ini adalah perawat yang bekerja di ruang rawat inap yang berjumlah 152 orang. Rancangan penelitian adalah Quasi Eksperimen dengan pendekatan Non Equivalent Control Group. Hasil penelitian menunjukkan pemaparan hasil analisis diagram Kartesius kepuasan kerja berpengaruh secara bermakna terhadap peningkatan kepuasan perawat di ruang rawat inap rumah sakit eksperimen sesudah dilakukan intervensi, dengan beda mean sebesar 7,615 , dan p value 0,001. Hasil yang lainnya yaitu tidak ada perbedaan yang bermakna antara kepuasan kerja perawat di RS Eksperimen dibanding RS kontrol pada survei akhir, dengan beda mean hanya sebesar 0,16 , dan nilai P value 0,943. Selain itu intervensi berupa pemaparan hasil analisis diagram Kartesius kepuasan kerja berpengaruh terhadap pergeseran atribut kepuasan kerja pada kuadran A (Prioritas) dari sembilan atribut berkurang menjadi tiga atribut, dan pada kuadran D (berlebihan) yang semula sembilan atribut berkurang menjadi enam atribut.

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The focus of this study is the effect of exposure of the job satisfaction survey results are displayed in the form of a Cartesian diagram analysis against the increase of job satisfaction of nurses. The study was conducted in the inpatient Pringsewu hospital of Lampung province as experimental and X hospital Lampung as hospital controls. Respondents in this study were nurses working in the inpatient unit, amounting to 152 people. The research design was quasiexperimental and with Non Equivalent Control Group Design approach.

Results showed exposure Cartesian diagram analysis results significantly affect to increased satisfaction of nurses job satisfaction in the inpatient experimental hospital room after the intervention, with a mean difference of 7.615, and p value of 0.001. The other results are no significant differences between nurses job satisfaction in experiment hospital than control hospital at the end of the survey, with a mean difference of only 0.16, and p value 0.943 . furthermore, Intervention in the form of exposure of a Cartesian diagram analysis of the results of job satisfaction affects job satisfaction attributes in quadrant A (priority) of nine attributes reduced to three attributes, and in quadrant D (redundant) of nine attributes reduced to six attributes."

"[Saat ini persaingan bisnis kuliner di Indonesia semakin ketat, hal ini ditandai dengan semakin banyaknya perusahaan-perusahaan yang bergerak dalam bidang kuliner masuk ke pasar untuk saling berkompetisi. Coffee Toffee merupakan bisnis kuliner yang menonjolkan produk kopi. Dalam majalah Franchise (2013) disebutkan bahwa Coffee Toffee merupakan salah satu brand yang memegang gelar The Best Franchise To Invest dan Top of Mind Local Coffee Franchise. Melihat adanya fenomena tersebut peneliti bertujuan untuk menganalisa pengaruh dari Brand Experience, Satisfaction dan Brand Trust terhadap Brand Loyalty pada Coffee Toffee ini.Sampel pada penelitian ini adalah konsumen Coffee Toffee sebanyak 216 responden. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa Brand Experience memiliki pengaruh signifikan terhadap Satisfaction. Satisfaction juga memiliki pengaruh signifikan terhadap repurchase intention dan WoM yang merupakan sub dimensi dari loyalty. Disisi lain variabel Brand experience juga memiliki pengaruh signifikan terhadap Brand Trust. Namun Brand Trust tidak memiliki pengaruh yang signifikan terhadap repurchase intention dan WoM. Hasil lain juga menunjukkan bahwa adanya pengaruh langsung dari Brand Experience terhadap repurchase intention dan WoM yang merupakan sub dimensi dari loyalty.

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Currently culinary business competition in Indonesia is getting tighter, it is marked by the increasing number of companies engaged in the culinary field compete with one another. Coffee Toffee is a culinary business that offers coffee products. In Franchise Magazine (2013) stated that the Coffee Toffee is one brand that holds the title of The Best Franchise To Invest and Top of Mind Local Coffee Franchise. Seeing the fact, researchers want to analyze the effect of Brand Experience, Satisfaction and Brand Trust toward the Brand Loyalty on Coffee Toffee. Sampel in this study is that 216 consumers Coffee Toffee. The data is processed by using Structural Equation Modeling. The results showed that the Brand Experience has a significant influence on Satisfaction. Satisfaction also has a significant influence on repurchase intention and WOM which is a sub-dimensions of loyalty. On the other hand Brand experience also have a significant influence on Brand Trust. But Brand Trust has no significant effect on repurchase intention and WOM. Other results also showed that there is a significant effect of Brand Experience to repurchase intention and WOM which is a sub-dimensions of loyalty.;Currently culinary business competition in Indonesia is getting tighter, it is marked by the increasing number of companies engaged in the culinary field compete with one another. Coffee Toffee is a culinary business that offers coffee products. In Franchise Magazine (2013) stated that the Coffee Toffee is one brand that holds the title of The Best Franchise To Invest and Top of Mind Local Coffee Franchise. Seeing the fact, researchers want to analyze the effect of Brand Experience, Satisfaction and Brand Trust toward the Brand Loyalty on Coffee Toffee .Sampel in this study is that 216 consumers Coffee Toffee. The data is processed by using Structural Equation Modeling. The results showed that the Brand Experience has a significant influence on Satisfaction. Satisfaction also has a significant influence on repurchase intention and WOM which is a sub-dimensions of loyalty. On the other hand Brand experience also have a significant influence on Brand Trust. But Brand Trust has no significant effect on repurchase intention and WOM. Other results also showed that there is a significant effect of Brand Experience to repurchase intention and WOM which is a sub-dimensions of loyalty., Currently culinary business competition in Indonesia is getting tighter, it is marked by the increasing number of companies engaged in the culinary field compete with one another. Coffee Toffee is a culinary business that offers coffee products. In Franchise Magazine (2013) stated that the Coffee Toffee is one brand that holds the title of The Best Franchise To Invest and Top of Mind Local Coffee Franchise. Seeing the fact, researchers want to analyze the effect of Brand Experience, Satisfaction and Brand Trust toward the Brand Loyalty on Coffee Toffee .Sampel in this study is that 216 consumers Coffee Toffee. The data is processed by using Structural Equation Modeling. The results showed that the Brand Experience has a significant influence on Satisfaction. Satisfaction also has a significant influence on repurchase intention and WOM which is a sub-dimensions of loyalty. On the other hand Brand experience also have a significant influence on Brand Trust. But Brand Trust has no significant effect on repurchase intention and WOM. Other results also showed that there is a significant effect of Brand Experience to repurchase intention and WOM which is a sub-dimensions of loyalty.]"

"Sumber daya manusia adalah sumber daya yang penting untuk memenangkan pangsa pasar dan bisnis yang berkelanjutan khususnya dalam industri yang berbasiskan jasa. Keluarnya karyawan dari perusahaan merupakan salah satu masalah yang penting dalam manajemen sumber daya manusia. Hal ini dapat menyebabkan banyak kerugian bagi perusahaan. Menemukan variabel yang mempengaruhi turnover intention akan menjadi pengetahuan yang berguna untuk manajemen perusahaan dalam mengurangi turnover rate. Penelitian sebelumnya secara konseptual membuktikan bahwa kepuasan kerja memiliki peran mediasi terhadap praktek sumber daya manusia dan turnover intention. Penelitian ini akan coba melakukan pembuktian empiris terhadap hal ini. Survei dilakukan dengan responden profesional IT dari 3 perusahaan IT consulting di Indonesia, 152 jawaban dikumpulkan dan di proses. Hasil dari penelitian menunjukkan bahwa kepuasan kerja memediasi secara penuh hubungan antara praktek sumber daya manusia dengan turnover intention. Analisis lebih lanjut dengan melihat dimensi dari tiap variabel menemukan bahwa dimensi communication dan coworkers memediasi penuh hubungan antara performance management dan turnover intention.

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Human resource is a substantial resource in winning the market share and in having a sustainable business especially in a service based industry. One of the important issue in human resources management is employee?s turnover. It can cause a lot of damage for the company. Finding the right variable that affect turnover intention among the employees will be a useful knowledge for management to minimize the turnover rate. Past conceptual study proved that job satisfaction has a mediating role on HR practices and turnover intention. Current study will test this argument empirically. The survey was conducted among IT professional in three selected IT consulting companies in Indonesia, 152 feedbacks were obtained and processed. The result showed that job satisfaction fully mediated the relationship between HR practices and turnover intention. Further analysis into the dimension level found that communication and coworkers dimensions fully mediate the relationship between performance appraisal and turnover intention."

"Dunia kerja yang semakin dinamis mengharuskan para karyawan untuk bekerja melebihi ekspektasi perusahaan. Penelitian ini bertujuan untuk menganalisis pengaruh dari kepuasan kerja terhadap organizational citizenship behavior. Variabel penelitian ini adalah kepuasan kerja dari Spector (1997) dan organizational citizenship behavior dari Organ (2006). Metode penelitian ini adalah kuantitatif dengan menggunakan kuesioner dan dianalisis dengan menggunakan regresi linier sederhana. Sampelnya adalah 33 orang karyawan tetap non-manajerial Divisi Konstruksi I PT Adhi Karya (Persero) Tbk. hasil penelitian ini menunjukkan bahwa kepuasan kerja memiliki pengaruh signifikan terhadap organizational citizenship behavior.

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An increasingly dynamic world of work require employees to work beyond the company's expectations. This study aims to analyze the influence of job satisfaction towards organizational citizenship behavior. The variables are job satisfaction from Spector (1997) and organizational citizenship behavior from Organ (2006). The method of the research is quantitative. The sampling method using questionnaire and analyzed by simple regression analysis. The sample are 33 permanent staff at construction division I PT Adhi Karya. The result indicate that job satisfaction has a significant influence on organizational citizenship behavior"

"Penelitian ini bertujuan untuk mengetahui pengaruh pelatihan terhadap turnover intention yang dimediasi oleh kepuasan kerja karyawan bagian staff di PT KCJ Juanda.Data penelitian ini diperoleh dari 125 responden melalui kuesioner yang disebarkan kepada karyawan tersebut.data ini diolah dengan metode Structural Equation Model.Hasil penelitian ini menunjukkan adanya pengaruh positif antara pelatihan dan co-worker support for training terhadap kepuasan kerja karyawan, dan kepuasan kerja karyawan berpengaruh negatif terhadap turnover intention.

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This study aims to determine the effect of training on turnover intention is mediated by employee job satisfaction the section staff PT KCJ Juanda. The data were collected from 125 respondents through a questionare distributed to those employees. This data is processed by the method of Structural Equation Model.

This research found there is positive effectof effective training program and co-worker support for training on employee job satisfaction, and negative effect of job satisfaction on turnover intention."

"Penelitian ini bertujuan untuk menganalisis pengaruh perceived organizational support terhadap kepuasan kerja karyawan PT. X. Variabel independen dalam penelitian ini adalah perceived organizational support yang diukur menggunakan Survey Perceived Organizational Support sedangkan variabel dependen dari penelitian ini ialah kepuasan kerja yang diukur menggunakan Michigan Organizational Assessment Questionnaire Subscale. Penelitian ini adalah penelitian kuantitatif dengan kuesioner sebagai instrumen penelitian. Responden yang digunakan dalam penelitian ini berjumlah 74 karyawan tetap PT. X yang telah bekerja minimal satu tahun. Hasil penelitian ini menunjukkan bahwa perceived organizational support memiliki pengaruh positif terhadap kepuasan kerja karyawan PT. X.

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This research examines the analysis influences of perceived organizational support on job satisfaction among employees in PT. X. The independent variable is perceived organizational support which is scaled with Survey Perceived Organizational Support and the dependent variable is job satisfaction which is scaled with Michigan Organizational Assessment Questionnaire Subscale. This research is a quantitative research with the questionnaire as a research instrument. Respondent of the research was 74 permanent employees in PT. X who had working period for more than a year. The result of this research showed that perceived organizational support has positive influences on job satisfaction among employees in PT. X."

"Penelitian ini dilakukan untuk mengkaji pengaruh kompensasi, pengembangan karir, dan kepuasan kerja terhadap aircrew turnover intention pada direktorat kepolisian udara. Personel aircrew meliputi pilot, pramugari, dan mekanik yang keberadaannya sangat penting untuk mendukung fungsi operasional kepolisian di Indonesia. Aircrew turnover intention dapat mempengaruhi efektivitas direktorat kepolisian udara khususnya dalam memberikan pelayanan kepada unit operasional di lingkungan organisasi kepolisian. Jumlah sampel penelitian ini sebanyak 222 aircrew yang terdiri dari pilot,pramugari dan tenaga mekanik di direktorat kepolisian udara. Sampel tersebut dipilih menggunakan Teknik purposip random sampling sederhana dari populasi total aircrew yang ada pada direktorat kepolisian udara. Pengumpulan data untuk kompensasi, pengembangan karir, kepuasan kerja dan turnover intention menggunakan skala Likert dengan 5 skala. Analisis regresi berganda digunakan untuk menguji pengaruh kompensasi, pengembangan karir dan kepuasan kerja terhadap turnover intention pada direktorat kepolisian udara. Hasil penelitian menunjukkan bahwa pengembangan karir mempunyai korelasi yang paling kuat terhadap turnover intention(r= 0.619;p <0.05). Sementara kompensasi menunjukkan korelasi yang lemah terhadap turnover intention (r= 0.243; p<0.000) dan kepuasan kerja juga menunjukkan pengaruh yang lemah terhadap turnover intention (r=0.090; p<0.06). Secara keselurhan kompensasi, pengembangan karir dan kepuasan kerja memberikan kontribusi sebesar 79.7% terhadap aircrew turnover intention (R adjusted square= 0.797; p< 0.05). Kesimpulan bahwa kebijakan pengembangan karir dan kompensasi untuk aircrew perlu dikembangkan yang berbeda dengan karakteristik peraturan pegawai negeri pada umumnya. Untuk menghindari turnover intention, kebijakan pengembangan karir dan kompensasi harus menarik dan kompetitip untuk menjaga agar tenaga aircrew dapat dipertahankan bekerja pada direktorat kepolisian udara. Kebijakan pengembangan karir aircrew dan kompensasinya akan berpengaruh terhadap peningkatan kepuasan kerja dan kompetensi aircrew.

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This research was undertaken to investigate the effect of compensation, career development and job satisfaction toward the aircrew turnover intention at directorate of air police. Aircrew consists of pilots, stewardess and mechanics were important to support the operational function of the police within the country. Aircrew turnover intention could affect the effectiveness the directorate of air police especially to serve the other unit operational functions within the police organization. The sample involved 222 aircrew which consisted of pilot, stewardess and mechanics at the directorate of air police. The samples were selected using simple purposive random sampling technique. The collection of data for compensation, career development, job satisfaction and turnover intention used questionnaire with Likert five scales. Multiple regression analysis was employed to examine the effect compensation, career development, and job satisfaction to the aircrew turnover intention at directorate of air police. The results showed that career development had the strongest significant correlation with the aircrew turnover intention (r=0.619; p< 0.05). While the compensation indicated a weak correlation to the aircrew turnover intention (r= 0.243; p< 0.000) and the job satisfaction had also weak correlation to the aircrew turnover intention (r= 0.090; p< 0.006). The overall contribution of compensation, career development and job satisfaction to the aircrew turnover intention was 79.7% (R adjusted square= 0.797; p< 0.05). It could be concluded that career development and compensation policy for aircrew should be developed which is different from the characteristic of public employees in general. To avoid the aircrew turnover intention, the career development and compensation policy should be attracted and competitive to retain the aircrew working at directorate of air police. The overall policy for aircrew career development and compensation will lead to the improvement of aircrew job satisfaction."