ANALISIS TINGKAT KEPUASAN PENGGUNA KIOS INFORMASI PADA BINUS UNIVERSITY
SKRIPSI
Oleh
Ferdy Dharmawan
0700702621
Ricky Saputra Utama
0700709432
Tommy Hendri
0800765030
BINUS University Jakarta 2009
ANALISIS TINGKAT KEPUASAN PENGGUNA KIOS INFORMASI PADA BINUS UNIVERSITY
SKRIPSI
Diajukan sebagai salah satu syarat untuk gelar kesarjanaan pada Jurusan Ilmu Komputer Program Studi Komputerisasi Akuntansi Jenjang Pendidikan Strata-1
Oleh
Ferdy Dharmawan
0700702621
Ricky Saputra Utama
0700709432
Tommy Hendri
0800765030
BINUS University Jakarta 2009
ANALISIS TINGKAT KEPUASAN PENGGUNA KIOS INFORMASI PADA BINUS UNIVERSITY
SKRIPSI
Disusun Oleh
Ferdy Dharmawan 0700702621
Ricky Saputra Utama 0700709432
DISETUJUI
Pembimbing
Anderes Gui, S.Kom., SE., MM KodeDosen : D1859
BINUS University Jakarta 2009
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Tommy Hendri 0800765030
PRAKATA
Puji dan syukur kepada Tuhan Yang Maha Esa atas berkat dan kasih yang dianugerahkan, sehingga penulis dapat menyelesaikan skripsi ini yang berjudul Analisis Tingkat Kepuasan Pengguna Kios Informasi Pada BINUS University. Pada kesempatan ini penulis akan mengucapkan terima kasih yang sebesar – besarnya kepada: 1. Bapak, Prof. Dr. Gerardus Polla, M.App.Sc, selaku Rektor BINUS University. 2. Bapak Ir. Sablin Yusuf, M.Sc., M.Comp.Sc., selaku Dekan Fakultas Ilmu Komputer BINUS University. 3. Ibu Yanti, S.Kom, MM, selaku Ketua Jurusan Komputerisasi Akuntasi BINUS University 4. Bapak Anderes Gui, S.Kom., SE., MM selaku dosen pembimbing yang telah banyak memberikan bimbingan, saran, petunjuk sehingga penulis dapat menyelesaikan penulisan skripsi ini. 5. Segenap Dosen dan karyawan BINUS University yang telah banyak membantu dalam memberikan informasi yang lengkap. 6. Seluruh mahasiswa BINUS University yang telah membantu memberikan masukan – masukan informasi yang dibutuhkan. 7. Rekan – rekan dan pihak – pihak lain yang telah membantu penulis dalam menyelesaikan skripsi ini baik secara langsung ataupun tidak langsung. 8. Orang tua tercinta yang telah memberikan dukungan dan doa sehingga skripsi ini dapat diselesaikan.
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Penulis berharap bahwa skripsi ini akan bermanfaat bagi BINUS University dan semoga skripsi ini dapat memberikan informasi serta sebagai bahan acuan untuk penulisan skripsi sejenis.
Jakarta, 14 Juni 2009
Penulis
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DAFTAR ISI
Halaman Judul Luar............................................................................................................i Halaman Judul Dalam........................................................................................................ii Halaman persetujuan Hardcover.......................................................................................iii Pernyataan Dewan Penguji................................................................................................iv Abstrak...............................................................................................................................v Prakata...............................................................................................................................vi Daftar Isi..........................................................................................................................viii Daftar Tabel ...................................................................................................................xiii Daftar Gambar ................................................................................................................xiv Daftar Lampiran..............................................................................................................xvi
BAB 1 PENDAHULUAN 1.1
Latar Belakang ..........................................................................................1
1.2
Ruang Lingkup ..........................................................................................3
1.3
Identifikasi Masalah ..................................................................................4
1.4
Pembatasan Masalah .................................................................................5
1.5
Rumusan Masalah .....................................................................................6
1.6
Tujuan dan Manfaat ..................................................................................6
1.7
Sistematika Penulisan ...............................................................................7
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BAB 2 LANDASAN TEORI 2.1
Teori Dasar / Umum ................................................................................9 2.1.1
Sistem Informasi ..........................................................................9
2.1.2
Kepuasan Pengguna .....................................................................9 2.1.2.1 Pengertian Kepuasan .......................................................9 2.1.2.2 Pengertian Pengguna .......................................................10 2.1.2.3 Pengertian Kepuasan Pengguna ......................................11 2.1.2.4 Kualitas Pelayanan ..........................................................12
2.1.3
Use Interface Satisfaction (UIS) .................................................13
2.1.4
Parameter Uji................................................................................15
2.1.5
Penelitian......................................................................................18
2.1.6
Data..............................................................................................19 2.1.6.1
Pengertian Data............................................................19
2.1.6.2
Jenis – Jenis Data.........................................................19
2.1.7 Kuesioner.....................................................................................21 2.1.8 2.2
Kisi – Kisi....................................................................................22
Teori – Teori Khusus...............................................................................23 2.2.1
Penelitian.....................................................................................23 2.2.1.1 Jenis-Jenis Penelitian.......................................................24 2.2.1.2 Macam-Macam Data Penelitian......................................28
2.2.2
Variabel Penelitian......................................................................29
2.2.3
SPSS (Statistical Product and Service Solutions).......................31
2.2.4
Penelitian Non Hipotesis.............................................................32
2.2.5
Transformasi Data Ordinal ke Data Interval...............................32 ix
2.2.6
Instrumen Penelitian....................................................................33 2.2.6.1
Pengujian Validitas......................................................34
2.2.6.2
Pengujian Reabilitas.....................................................35
2.2.7
Statistik........................................................................................37
2.2.8
Skala Pengukuran........................................................................39
2.2.9
Skala Sikap..................................................................................40
2.2.10 Statistik Deskriptif......................................................................42 2.2.11 Standard Error of Mean (SEM)..................................................45 2.2.12 Cronbach’s Alpha (α).................................................................46 2.2.13 Korelasi Pearson.........................................................................46 2.2.14 Analisis Gap...............................................................................47 2.2.15 Populasi dan Sampel..................................................................52
BAB 3 METODOLOGI PENELITIAN 3.1
3.2
Gambaran Umum Objek Penelitian.......................................................57 3.1.1
Struktur Organisasi Tempat Penelitian......................................59
3.1.2
Sub Organisasi Tempat Penelitian.............................................60
3.1.3
Job Description..........................................................................60
3.1.4
Tayangan Kios Informasi...........................................................62
Metodologi Penelitian............................................................................65 3.2.1
Waktu dan Tempat Penelitian....................................................65
3.2.2
Konstelasi Variabel Penelitian..................................................66
3.2.3
Definisi Operasional Kepuasan User Kios Informasi...............66
3.2.4
Populasi.....................................................................................66 x
3.2.5
Pengujian Instrumen Penelitian.................................................67
3.2.5.1 Uji Validitas Butir Penelitian............................................67 3.2.5.2 Uji Reliabilitas Instrumen Penelitian................................68 3.2.6
Tabel Kisi-Kisi Sebaran Butir Instrumen..................................69
3.2.7
Metode Pengumpulan Data .......................................................69
3.2.8
Metode Pengolahan Data...........................................................70
3.2.9
Metode Analisis Data.................................................................70 3.2.9.1 Menentukan Gap.............................................................70 3.2.9.2 Menentukan Rank............................................................71
BAB 4 HASIL PENELITIAN 4.1
Karakteristik Responden.......................................................................72 4.1.1 Karakteristik Responden Berdasarkan Jenis Kelamin...................72 4.1.2 Karakteristik Responden Berdasarkan Asal Kota.........................73 4.1.3 Karakteristik Responden Berdasarkan Kepemilikan Jaringan Koneksi Internet............................................................................74 4.1.4 Karakteristik Responden Berdasarkan Pemakaian Kios Informasi.....................................................................................75
4.2
Pengolahan Hasil Penelitian....................................................................77 4.2.1 Analisa Frekuensi...........................................................................77 4.2.2 Analisa Dasar.................................................................................77 4.2.3 Analisa Kenyataan.........................................................................77 4.2.4 Analisa dengan Kuadran................................................................78 4.2.5 Analisa dengan SPSS.....................................................................79 xi
4.3
Pembahasan Hasil Penelitian...................................................................79 4.3.1 Pembobotan Data...........................................................................79 4.3.2 Deskripsi Data Hasil Kuesioner......................................................80 4.3.3 Pembahasan Hasil Kuesioner Secara Keseluruhan.........................97 4.3.3.1 Analisis Dasar..................................................................97 4.3.3.2 Kenyataan......................................................................102 4.3.3.3 Analisis Dengan Kuadran..............................................103
4.4
Hasil Keseluruhan..................................................................................106 4.4.1 Tingkat Kepuasan User................................................................106 4.4.2 Faktor – Faktor Penyebab Kepuasan dan Ketidakpuasan User....108
BAB 5 SIMPULAN DAN SARAN 5.1
Simpulan.................................................................................................110
5.2
Saran.......................................................................................................111
DAFTAR PUSTAKA.....................................................................................................112 RIWAYAT HIDUP........................................................................................................114 LAMPIRAN-LAMPIRAN FOTOCOPY SURAT SURVEI
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DAFTAR TABEL
Tabel 2.1
Tabel Kisi-Kisi..............................................................................................23
Tabel 3.1
Tabel Validitas Instrumen Kenyataan..........................................................68
Tabel 3.2
Tabel Kisi-Kisi Sebaran Butir Instrumen....................................................69
Tabel 4.1
Karakteristik Responden Menurut Jenis Kelamin........................................73
Tabel 4.2
Karakteristik Responden Menurut Asal Kota..............................................74
Tabel 4.3
Karakteristik Responden menurut Kepemilikan Jaringan Koneksi Internet...........................................................................................75
Tabel 4.4
Karakteristik Responden Berdasarkan Pemakaian Kios Informasi..............76
Tabel 4.5
Frekuensi Data Harapan................................................................................80
Tabel 4.6
Frekuensi Data Kenyataan............................................................................84
Tabel 4.7
Hasil Keseluruhan Responden......................................................................88
Tabel 4.8
Dimensi dan Butir Pertanyaan Setelah Uji Validitas....................................89
Tabel 4.9
Analisi Kepuasan Pengguna Secara Keseluruhan.........................................98
Tabel 4.10 Evaluasi Nilai Kenyataan Menggunakan Standard Error (SE)..................102 Tabel 4.11 Analisis Kuadran.........................................................................................103 Tabel 4.12 Hasil Pengolahan Keseluruhan...................................................................107
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DAFTAR GAMBAR
Gambar 2.1
Diagram Diagonal Kuadran.....................................................................50
Gambar 2.1
Diagram Diagonal....................................................................................50
Gambar 3.1
Struktur Organisasi BINUS University....................................................59
Gambar 3.2
Struktur Sub Organisasi Applied Technology Laboratories.....................60
Gambar 3.3
Halaman Utama Kios Informasi...............................................................62
Gambar 3.4
Halaman Home.........................................................................................63
Gambar 3.5
Kios Informasi Mengakses detik.com......................................................64
Gambar 3.6
Konstelasi Variabel Penelitian.................................................................66
Gambar 4.1
Komposisi Responden Menurut Jenis Kelamin.......................................73
Gambar 4.2
Komposisi Responden Menurut Asal Kota..............................................74
Gambar 4.3
Komposisi Responden Menurut Kepemilikan Jaringan Internet..............75
Gambar 4.4
Komposisi Responden menurut pemakaian Kios Informasi....................76
Gambar 4.5
Histogram Butir-1.....................................................................................90
Gambar 4.6
Histogram Butir-2.....................................................................................90
Gambar 4.7
Histogram Butir-3.....................................................................................91
Gambar 4.8
Histogram Butir-4.....................................................................................91
Gambar 4.9
Histogram Butir-5.....................................................................................92
Gambar 4.10 Histogram Butir-6.....................................................................................92 Gambar 4.11 Histogram Butir-7.....................................................................................93 Gambar 4.12 Histogram Butir-8.....................................................................................93
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Gambar 4.13 Histogram Butir-9.....................................................................................94 Gambar 4.14 Histogram Butir-10...................................................................................94 Gambar 4.15 Histogram Butir-11...................................................................................95 Gambar 4.16 Histogram Butir-12...................................................................................95 Gambar 4.17 Histogram Butir-13...................................................................................96 Gambar 4.18 Histogram Butir-14...................................................................................96 Gambar 4.19 Histogram Butir-15...................................................................................97 Gambar 4.20 Snake Diagram.......................................................................................101 Gambar 4.21 Diagram Kartesius.................................................................................104 Gambar 4.22 Diagram Kuadran..................................................................................105 Gambar 4.23 Komposisi Jawaban Kuesioner Bagian Pendapat Keseluruhan............106
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DAFTAR LAMPIRAN
Dimensi dan Butir Pertanyaan Setelah Uji Validitas………………………................L1 Kuesioner Penelitian Kios Informasi……………………………………………L2 - L11 Metode Pengujian Validitas Butir Soal……………………………………………….L12 Data Mentah Uji Coba Ordinal Instrumen Harapan…………………………………..L13 Data Mentah Uji Coba Interval Instrumen Harapan…………………………………..L14 Uji Validitas Butir 1 Instrumen Harapan……………………………………….L15 – L17 Tabel Validitas Butir Instrumen Harapan………………………………………L18 – L19 Data Mentah Uji Coba Ordinal Instrumen Kenyataan………………………………...L20 Data Mentah Uji Coba Interval Instrumen Kenyataan………………………………...L21 Uji Validitas Butir 1 Instrumen Kenyataan…………………………………….L22 – L24 Tabel Validitas Butir Instrumen Kenyataan……………………………………L25 – L26 Metode Pengujian Reabilitas Instrumen………………………………………..L27 – L28 Data Kuesioner Valid Instrumen Harapan Untuk Pengujian Reabilitas………………L29 Perhitungan Varians Butir 1 Instrumen Harapan……………………………………...L30 Jumlah Varians Butir Instrumen Harapan……………………………………………..L31 Perhitungan Varians Total Instrumen Harapan………………………………………..L32 Perhitungan Koefisien Reliabilitas Instrumen Harapan……………………………….L33 Instrumen Kenyataan Untuk Pengujian Reliabilitas…………………………………..L34 Perhitungan Varians Butir 1 Instrumen Kenyataan…………………………………...L35 Jumlah Varians Butir Instrumen Kenyataan…………………………………………..L36
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Perhitungan Varians Total Instrumen Kenyataan……………………………………..L37 Perhitungan Koefisien Reliabilitas Instrumen Kenyataan…………………………….L38 Rumus Mean, Standar Deviasi Dan Standar Error………………………..........L39 – L40 Data Mentah Ordinal Instrumen Harapan……………………………………...L41 – L45 Data Mentah Interval Instrumen Harapan……………………………………...L45 – L49 Data Mentah, Simpangan Dan Simpangan Kuadrat Butir 1 Instrumen Harapan…………………………………………………………………………L50 – L53 Tabel Mean Dan Standar Deviasi Instrumen Harapan………………………………...L54 Data Mentah Ordinal Instrumen Kenyataan…………………………………....L55 – L59 Data Mentah Interval Instrumen Kenyataan……………………………………L60 – L64 Data Mentah, Simpangan Dan Simpangan Kuadrat Butir 1 Instrumen Kenyataan………………………………………………………………………L65 – L68 Tabel Mean Dan Standar Deviasi Instrumen Kenyataan……………………………...L69 Data Mentah Perpetual (Kenyataan – Harapan)………………………………..L70 – L73 Data Mentah, Simpangan Dan Simpangan Kuadrat Butir 1 Perceptual (Kenyataan – Harapan)…………………………………………………………L74 – L77 Hasil Exel Perhitungan Validitas Harapan…………………………………………….L78 Hasil Exel Perhitungan Validitas Kenyataan………………………………………….L79 Hasil Exel Perhitungan Reliabilitas Harapan………………………………………….L80 Hasil Exel Perhitungan Reliabilitas Harapan………………………………………….L81 Hasil Exel Perhitungan Mean Dan Standar Deviasi Harapan…………………………L82 Hasil Exel Perhitungan Mean Dan Standar Deviasi Kenyataan………………………L83 Hasil Exel Perhitungan Analisis Kenyataan…………………………………………..L84 Hasil Exel Perhitungan Analisis Kuadran…………………………………………….L85 xvii
Hasil SPSS Perhitungan Validitas Instrumen Harapan………………………...L86 – L92 Hasil SPSS Perhitungan Reliabilitas Instrumen Harapan……………………………..L93 Hasil SPSS Perhitungan Validitas Instrumen Kenyataan……………………. L94 – L100 Hasil SPSS Perhitungan Reliabilitas Instrumen Kenyataan………………………....L101 Rangkuman Hasil Pengujian Validitas Dan Reliabilitas Instrumen Harapan.L102 – L103 Rangkuman Hasil Pengujian Validitas Dan Reliabilitas Instrumen Kenyataan……………………………………………………………………L104 – L105 Hasil SPSS Perhitungan Mean, Standar Deviasi, dan Standar Error Descriptive Statistics (Harapan)……………………………………………………...L106 Descriptive Statistics (Kenyataan)…………………………………………………...L107
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