ANALISIS RESTRUKTURISASI: PENERAPAN BIROKRATISASI PT.PLN ( Studi pada PT PLN ( Persero) Area Magelang dan UL Salatiga )

Citra Purdiaswari; Susilo Toto Rahardjo; Idris Idris

doi:10.14710/jbs.25.1.82-94

DOI: https://doi.org/10.14710/jbs.25.1.82-94

ANALISIS RESTRUKTURISASI: PENERAPAN BIROKRATISASI PT.PLN ( Studi pada PT PLN ( Persero) Area Magelang dan UL Salatiga )

*Citra Purdiaswari - MM UNDIP, Indonesia

Susilo Toto Rahardjo - MM UNDIP, Indonesia

Idris Idris - FEB Undip, Indonesia

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Abstract

Pelayanan yang prima sangat dibutuhkan dalam memenuhi kepuasan pelanggan untuk sebuah perusahaan mencapai World Class Services, dan kecepatan pelayanan menjadi target utama dalam pencapaian kepuasan pelanggan di PT PLN (Persero). Untuk mewujudkannya maka PT PLN (Persero) melakukan restrukturisasi melalui Program Debirokratisasi.Penelitian ini bertujuan untuk menganalisis perbedaan kondisi perusahaan sebelum dan setelah dilakukan restrukturisasiterhadap kinerja perusahaan, kepuasan karyawan, dan kepuasan pelanggan dengan melihat perbedaan pada 2 (dua) area yang belum dan sudah direstrukturisasi, atas dasar ini diajukan model teoritis dan 3 hipotesis untuk diuji beda dengan uji-t tidak berpasangan. Sampel penelitian ini adalah 57 karyawan dan 103 pelanggan pada PT. PLN (Persero) Area Magelang dan UL Salatiga.

Hasil dari analisis memiliki nilai t-hitung kinerja perusahaan -0,91 (t-tabel 1,99), kepuasan karyawan 7,76 (t-tabel 2,00) , dan kepuasan pelanggan 4,11 (t-tabel 1,98) yang menunjukkan bahwa restrukturisasi berpengaruh positif dan tidak signifikan terhadap kinerja perusahaan, sedangkan terhadap kepuasan karyawan dan kepuasan pelanggan restrukturisasi berpengaruh negatif dan signifikan.

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Keywords: restrukturisasi, kinerja perusahaan, kepuasan karyawan, kepuasan pelanggan

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Language : ID

In Vol 25, No 1 (2016): Juli

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