Analisis Kepuasan Kerja Dosen dengan Metode Customer Satisfaction Index dan Importance Performance Analysis di Universitas ABC Jakarta

Abstract

Lecturer job satisfaction is essential for sustaining individual performance, teaching quality, and the overall effectiveness of higher education institutions. Nevertheless, empirical evidence concerning lecturer job satisfaction in private universities in Jakarta remains limited, particularly in relation to the distinctive working environment of a metropolitan area. This study aimed to assess the level of lecturer job satisfaction and identify the attributes requiring priority improvement at Universitas ABC Jakarta. Data were collected through a 32-item questionnaire administered to 30 lecturers from a population of 55. The Customer Satisfaction Index (CSI) was employed to quantify the overall level of satisfaction, while ImportancePerformance Analysis (IPA) was used to map the relative importance and perceived performance of each attribute. The results indicated that lecturer job satisfaction was generally classified as good, with the Academic Leadership dimension achieving the highest CSI score of 84.62%. The IPA results further identified four attributes B1, B2, B15, and B31 as priority areas requiring managerial attention and improvement. These findings provide an evidence-based framework for institutional decision-makers to formulate targeted strategies for improving lecturers’ working conditions and job satisfaction. Such improvements may contribute to stronger organizational commitment, enhanced implementation of the Tri Dharma of Higher Education, and sustainable institutional performance.