Indeks kepuasan pelanggan dalaman MARDI: Perbandingan antara kumpulan kerja dan tahun kajian
(MARDI internal customer satisfaction index: Comparison between working groups and years of study)
Fadhilah Annaim Huda Hashim* dan Maria Ibrahim**
Kata penunjuk: indeks kepuasan hati, kumpulan kerja, perbandingan
Abstrak
Kajian kepuasan pelanggan dalaman MARDI dijalankan untuk kali kedua pada 2014. Seramai 897 orang responden telah memberi maklum balas. Hipotesis pertama adalah mengenal pasti perbezaan tahap kepuasan antara dua kumpulan kerja iaitu kumpulan pengurusan dan profesional dengan kumpulan sokongan. Hipotesis kedua mengenal pasti perbezaan tahap kepuasan antara tahun kajian iaitu 2013 dengan 2014. Tahap kepuasan diukur menggunakan peratus kepuasan dan Indeks Kepuasan Hati (IKH). Analisis perbandingan (ujian-t) digunakan untuk melihat sama ada terdapat perbezaan yang signifikan. Kajian mengkaji tujuh dimensi iaitu sistem organisasi, gaya pengurusan, modal insan, kepuasan kerja, keseimbangan kerja dan kehidupan, tekanan di tempat kerja serta kelengkapan pejabat dan kemudahan fizikal. Bagi hipotesis pertama didapati terdapat beberapa item dalam setiap dimensi yang menunjukkan perbezaan antara kumpulan kerja. Dalam dimensi kelengkapan pejabat dan kemudahan fizikal, bahagian kemudahan kafeteria/kantin dan kemudahan perpustakaan tidak mencapai sasaran kepuasan. Bagi hipotesis kedua didapati tiada perubahan yang signifikan antara tahun kajian. Walau bagaimanapun, terdapat item yang mempunyai peningkatan dan penurunan peratus yang ketara. Walaupun telah banyak perubahan yang dilakukan oleh MARDI, penambahbaikan perlu diteruskan dari semasa ke semasa untuk meningkatkan tahap kepuasan pelanggan dalaman MARDI sekali gus meningkatkan motivasi pekerja.
Abstract
MARDI internal customer satisfaction survey was carried out for the second time in 2014 involving 897 respondents. The first hypothesis was to identify the differences in level of satisfaction between two working groups, namely the management and professional group, and support group. The second hypothesis was to identify the differences in level of satisfaction between 2013 and 2014. The level of satisfaction was measured using satisfaction percentage and Satisfaction Index. Comparative analysis (t-test) was used to see whether there are significant differences. This study examined seven dimensions: organisational system, management style, human capital, job satisfaction, work-life balance, stress at work, as well as office equipment and physical facilities. For the first hypothesis, there were a few items in each dimension that showed differences between working groups. Under office equipment and physical facilities dimension, cafeteria/canteen facilities and library facilities did not achieve satisfaction target. For the second hypothesis, there was no significant change in percentage between years of study. However, there were items that have significantly higher and lower percentages. Despite the many changes made by MARDI, improvements should be continued from time to time. This is very important to improve MARDI’s internal customer satisfaction thus increasing employees’ motivation.