Indeks kepuasan hati pelanggan dalaman MARDI: Perbandingan antara kumpulan kerja
(Internal customer satisfaction index in MARDI: Comparison between working group)
Fadhilah Annaim Huda Hashim* dan Maria Ibrahim**
Kata petunjuk: indeks kepuasan hati, pekerja, kualiti, MARDI
Abstrak
Kajian kepuasan pelanggan dalaman MARDI dijalankan pada tahun 2013, melibatkan 990 orang pekerja di Ibu Pejabat dan pejabat MARDI seluruh Malaysia. Tujuan artikel ini adalah untuk melihat perbandingan tahap kepuasan pelanggan dalaman mengikut kumpulan kerja serta mengenal pasti indeks kepuasan hati tujuh dimensi organisasi iaitu sistem organisasi, gaya pengurusan, modal insan, kepuasan kerja, keseimbangan kerja dan kehidupan, tekanan di tempat kerja serta kelengkapan pejabat dan kemudahan fizikal. Terdapat tiga dimensi yang mempunyai perbezaan tahap kepuasan yang signifikan iaitu kepuasan kerja, tekanan di tempat kerja dan modal insan. Tahap kepuasan pekerja diukur menggunakan peratus kepuasan dan kadaran indeks kepuasan hati (IKH). Tiga daripada tujuh item yang diukur di dalam dimensi kepuasan kerja mempunyai perbezaan pendapat antara kumpulan kerja manakala empat daripada lima item mempunyai perbezaan pendapat bagi dimensi tekanan di tempat kerja. Dalam dimensi modal insan, tiga daripada enam item mempunyai perbezaan pendapat. Secara keseluruhan, pihak atasan MARDI perlu membuat penambahbaikan terhadap item-item yang telah dikaji agar kepuasan hati pekerja sebagai pelanggan dalaman MARDI dapat dicapai seterusnya kualiti perkhidmatan juga dapat ditingkatkan.
Abstract
MARDI’s internal customer satisfaction research was conducted in 2013 involving 990 employees working at the headquarters and MARDI offices across Malaysia. The purpose of this article is to observe the differences of internal customer satisfaction level according to workgroups and to identify customer satisfaction index of the seven dimensions of organisation which are organisation system, management style, human capital, work satisfaction, life and work balance, stress at workplace and office facilities and other physical amenities. This study showed that there are three dimensions that have significant differences of satisfaction level between workgroups: work satisfaction, stress at workplace and human capital. Employees’ satisfaction level was measured using satisfaction percentage and customer satisfaction index. Three out of seven items measured in work satisfaction dimension have different opinions between workgroups and four out of five items showed contrasting point of views for stress at workplace dimension. Under human capital dimension contrasting views are reported in three out of six items. As a whole, MARDI has to improve on items studied to enhance internal customer satisfaction therefore upgrading the quality of service.