Effects of Building Maintenance Service Quality toward Employee’s Satisfaction

SUMMARY

Suwardaya Aji, NIM 06206110057, Postgraduate Program of Brawijaya University, Examination Date of January 31, 2009, Effects of Building Maintenance Service Quality toward Employee’s Satisfaction at Vocational Education Development Centre (VEDC) Malang, Advisors: (I) Prof. Dr. Ir. Agoes Soehardjono, MD.MS., (II) Ir. Wisnumurti, MT.

Vocational Education Development Centre (VEDC) Malang has a role to conduct the development and empowerment educators and education personnel to improve the quality of educators and education personnel according to the Education National Standard. The building stands more than twenty five years. In order to keep the building asset, infrastructures and reliability well, the maintenance is needed. The building maintenance is handled by the department of maintenance and repair, which is MR (Maintenance and Repair) Team. Facing the more competition, MR Team performance is expected to support the activities of the existing education and training. Realizing the need of such service, it challenges whether the quality of MR Team in maintaining the building which is reflected through tangibles, reliability, responsiveness, assurance, empathy effects the satisfaction of VEDC Malang employees. This research aims at finding out the effect of service quality provided by MR Team in maintaining the building which is reflected through tangibles, reliability, responsiveness, assurance, empathy effects the satisfaction of VEDC Malang employees. The research contributes as the input source to improve the quality of building maintenance by VEDC MR Team and its school partners.

The type of research is an explanatory research which aims at explaining the causal relationship and test the relation among the facts and service quality of MR Team toward the building maintenance which is reflected through tangibles, reliability, responsiveness, assurance, empathy effects the satisfaction of VEDC Malang employees. The population of research is permanent employees at VEDC Malang who do not serve the building maintenance. With the error level of 10%, the size of sample in this research is 70 employees with the proportional sample distribution of Structural and Functional employees in each field, section and department which is based on the number of employees.

Based on the analysis and research discussion findings, it is concluded that the dimension of service quality in the form of tangibles, reliability, responsiveness, empathy effect the satisfaction of VEDC Malang employees. On the other hand, the dimension of service quality in the form of assurance does not effect yet the satisfaction of VEDC Malang employees. This finding enforces the previous research conducted by Heni (2006) and Mia (2000) arguing that the performance and the level of implementation of the building maintenance workers and not satisfied yet, and that the worker of building maintenance is less professional.

Keywords: employee satisfaction, building maintenance, SERVQUAL