Quality Assessment of COC (Code of Conduct) by SERVQUAL Method and IPA Model

摘要

Technology and knowledge development in globalization era are influence to all aspect through society life. A technology implementation which been applied in society such as education, government, transportation, communication, and others. On the other side, a modern technology is can not able to improve performance quality in every sector or instantion. The important thing which can influence performance quality is about availability of human resources. Humans have more sophisticated abilities and flexibility to conduct performance evaluations. An example of human resources duties is COC (Code of Conduct) activity in PT. PLN. Its address to job evaluation, work evaluation, and solve the problems in company. SERVQUAL method is conducted in this research ind order to assess the service quality of COC (Code of Conduct). Score of SERVQUAL are combine with importance-performace analysis (IPA) model. On the other side, researcher give suggestion of improvement through the instrument of IPA diagram has lower scale which are not suitable to employees expectation. Researcher distributed thirty questionnaire to all employees. The questionnaire is fulfillment by using likert scale 1 to 5. According to the methods, the results of this research is giving improvement in the first quadrant of IPA diagram then analyze by using 5 whys analysis to know about cause and effect through the factors of COC (Code of Conduct). This study is expected to provide all employees by valuable insights through COC (Code of Conduct) activity thath reflect the employees' perceptions in order to make continous improvement.