LAMPIRAN. Laki-LakiPerempuan. < 2th 2-5th > 5th

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1 LAMPIRA KUEIOER ayatrisnafebriana.kom, saatinisedangmenyelesaikan program 2 Magister isteminformasi di Binus University, mengharapkesediaanaudara/i dapatmeluangkanwaktusekitar 2 menituntukmengisikuesionerpenelitianthesis yang berjudulpengaruhkualitaspelayanandanbudayaorganisasiterhadapketepataninvestigasiga ngguan Incident Management pada IT ervice Management di PusintekKementerianKeuangan RI. Ataskesediaannyasayaucapkanterimakasih. IdentitasResponden Divisi/ Unit : Umur : < 20th 20-29th 30-39th40-49th>50th JenisKelamin : Lama Bekerja : Laki-LakiPerempuan < 2th 2-5th > 5th Pertanyaanbagian 1 BerikutinidaftarpertanyaanmengenaikualitaspelayananIT ervice Management yang diberikanpusintekkementeriankeuangan RI Petunjuk Berilahtandasilang (X) padajawaban yang andapilihdenganketentuan sebagaiberikut : 1. Kategori1 :angattidaketuju( ) 4. Kategori4 :etuju( ) 2. Kategori2 :Tidaketuju( ) 5. Kategori5 :angatetuju() 3. Kategori3 :etral( ) Tangible o Pertanyaan Harapan User 1. PusintekKementerianKeuangan RI seharusnyamemilikiperalatan yang selalu di update untukmendukungkinerjapengeloladalammenanganimasalah user 2. PusintekKementerianKeuangan RI seharusnyamemilikiruangan yang 98

2 99 memadaiuntukpengelola 3. Pengelolaseharusnyamemilikikemampuanuntukberkomunikasidengan user baiksecaralangsungmaupuntidaklangsung Reliability o Pertanyaan Harapan User 1. Prosedurpenyelesaianmasalahseharusnyatidakberbe lit-belitdanmembuang-buangwaktu user 2. Pengelolaseharusnyadapatmemberikansolusi yang cepat, tidakberubah-ubahdanmembingungkan user 3. olusi yang diberikanpengelolaseharusnyadapatmemberikankep uasankepada user Responsiveness o Pertanyaan 1. Pengelolaseharusnyabersediauntukmenanganimasalah user terkaitpelayanan IT 2. Pengelolaseharusnyaselaluadadi tempatsesuaidenganjadwal yang sudahditetapkan 3. Pengelolaseharusnyamemberikanprosedurpenyelesaianmasalahyang mudahdimengertiolehuser Assurance Pertanyaan o 1. eluruhpengelolaharusnyamemilikipengetahuan yang luasdalammenanganimasalah-masalah user sesuaidenganbagiannya Harapan User Harapa n User

3 eluruhpengelolaseharusnyamemilikikemampuandalammenyelesaikanmasal ah user dengancepatdantepat 3. eluruhpengelolaseharunyabersikapsopan, ramah,jujur, dandapatdipercaya Empathy o Pertanyaan 1. Pengelolaseharusnyamemberikanperhatian yang baikterhadappelayanan yang disediakanuntuk user 2. Pengelolaseharusnyatidakmembiarkan user menunggusolusiterlalu lama 3. Pengelolaseharusnyamemberikankemudahanpelayanankepada user dalammengaksespelayanan IT yang disediakan Harapan User Pertanyaanbagian 2 BerikutinidaftarpertanyaanmengenaibudayaorganisasidiKementerianKeuangan RI Petunjuk Berilahtandasilang (X) padajawaban yang andapilihdenganketentuan sebagaiberikut : 1. Kategori1 :angattidaketuju( ) 4. Kategori4 :etuju( ) 2. Kategori2 :Tidaketuju( ) 5. Kategori5 :angatetuju() 3. Kategori3 :etral( ) Power Distance o Pertanyaan Persep si User

4 Andaberanimenyatakanketidaksetujuandenganatasanatausistem yang berlaku di perusahaan 2. Reformasibirokrasi yang diterapkansudahseiringdengansistem yang digunakan 3. Keputusanuntukmelakukanpengaduangangguan/masalah,diambilberdasarkandi skusidenganatasan Individualsm Pertanyaan o 1. Pekerjaanandasaatinimembuatandamemilikiwaktu yang cukupuntukpribadidankeluargaanda 2. Andatertantangdenganpekerjaanandasekarangsehinggaandamerasamendapatka nprestasibagi diriandasendirisaatmelakukannya 3. Andamemilikikebebasandalammenerapkan ide-ide yang andamilikibagipekerjaan Mascullinity Persep si User Pertanyaan Persep

5 102 o 1. Andamemilikikesempatanuntukmemilikipendapatanyang tinggidenganpekerjaanandasekarang 2. Andamendapatkansuatupengakuanataupenghargaansaatandamelakukanpekerja andenganbaik 3. Denganposisi/jabatanandasekarang, Andamemilikikesempatanuntukmendapatkanposisi/jabatan yang lebihbaik si User Uncertainty Avoidance o Pertanyaan 1. Andaselalumerasatenang di tempatkerja 2. Peraturanperusahaanseharusnyatidakbolehdilanggarmeskipunandamerasaperatura ntersebuthanyauntukkepentinganperusahaan Pers epsi User Pertanyaanbagian 3 Berikutinidaftarpertanyaanmengenaiketepataninvestigasigangguangn incident management pada IT ervice Management yang diberikanpusintekkementeriankeuangan RI Petunjuk

6 103 Berilahtandasilang (X) padajawaban yang andapilihdenganketentuan sebagaiberikut : 1. Kategori1 :angattidaketuju( ) 4. Kategori4 :etuju( ) 2. Kategori2 :Tidaketuju( ) 5. Kategori5 :angatetuju() 3. Kategori3 :etral( ) KetepatanInvestigasi o Pertanyaan 1. Pengelolaselalutelitidalammemberikanpelayanan Persepsi User 2. Pengelolaselalumemberikansolusi yang sesuaidenganharapananda 3. Pelayanan yang diberikanpengelolaselalusesuaidenganstandar yang berlaku TabelLengkap Goodness of fit o. Goodness of Fit Value Cut-off Value Evaluasi Model 1 Adjusted Goodness of Belum Fit Fit Index (AGFI) 2 Aikaike Information AIC = < AIC aturated Belum Fit Index (AIC) AIC aturated = Independence AIC = dan Independence Model 4 Comparative Fit Index > 0.90; > 0.95 Fit (CFI) 5 Consistent Akaike Information Index (CAIC) CAIC = aturated CAIC = Independence < CAIC aturated dan Independence Model Fit

7 104 CAIC = Degree of Freedom 374 DiharapkanBesar 7 Expected Cross ECVI = < ECVI Belum Fit Validation Index (ECVI) ECVI for aturated Model = ECVI for Independence Model = aturated Model dan Independence Model 9 Incremental Fit Index > 0.90; > 0.95 Good Fit (IFI) 10 on-centraly Parameter(CP) CP = Independence < Independence Model Model = 11 ormed Fit Index (FI) > 0.90; > Belum Fit Parsimonious ormed Belum Fit Fit Index (PFI) Parsimonious Goodness > 0.60 Fit of Fit Index (PGFI) 14 Probability Belum Fit 15 P Value for RMEA > Relatie Fit Index (RFI) > 0.90; > 0.95 Belum Fit 17 Root Mean quare Error RMEA 0.08 ( Good Fit of Approximation (RMEA) Good Fit) RMEA 0.05 (Close-Fit) 18 Root Mean quare Residual (RMR) < 0.08 Fit

8

9 98 Tabel r-table 0.05 df ( 2) t r TabelUrutanRespesifikasi (λ rendah, ε tinggi) Item Lamda Error t pd pd re t r r ua a re re e a r t e a e

10 99 i i i m pd ua ki m m ki ki

11

12 105 Goodness of Fit tatistik Model Awal Goodness of Fit tatistics Degrees of Freedom = 374 Minimum Fit Function Chi-quare = (P = 0.0) ormal Theory Weighted Least quares Chi-quare = (P = 0.0) Estimated on-centrality Parameter (CP) = Percent Confidence Interval for CP = ( ; ) 2.13) ) 3.86) Minimum Fit Function Value = 2.84 Population Discrepancy Function Value (F0) = Percent Confidence Interval for F0 = (1.52 ; Root Mean quare Error of Approximation (RMEA) = 90 Percent Confidence Interval for RMEA = (0.064 ; P-Value for Test of Close Fit (RMEA < 0.05) = 0.00 Expected Cross-Validation Index (ECVI) = Percent Confidence Interval for ECVI = (3.25 ; ECVI for aturated Model = 3.04 ECVI for Independence Model = Chi-quare for Independence Model with 406 Degrees of Freedom = Independence AIC = Model AIC = aturated AIC = Independence CAIC = Model CAIC = aturated CAIC = ormed Fit Index (FI) = 0.90 on-ormed Fit Index (FI) = 0.94 Parsimony ormed Fit Index (PFI) = 0.83 Comparative Fit Index (CFI) = 0.94 Incremental Fit Index (IFI) = 0.94 Relative Fit Index (RFI) = 0.89 Critical (C) = Root Mean quare Residual (RMR) = tandardized RMR = Goodness of Fit Index (GFI) = 0.82 Adjusted Goodness of Fit Index (AGFI) = 0.79 Parsimony Goodness of Fit Index (PGFI) = 0.71

13 106 Goodness of Fit tatistik Model Fit Goodness of Fit tatistics Degrees of Freedom = 87 Minimum Fit Function Chi-quare = (P = 0.00) ormal Theory Weighted Least quares Chi-quare = (P = 0.00) Estimated on-centrality Parameter (CP) = Percent Confidence Interval for CP = (32.54 ; ) 0.35) ) 0.89) Minimum Fit Function Value = 0.52 Population Discrepancy Function Value (F0) = Percent Confidence Interval for F0 = (0.11 ; Root Mean quare Error of Approximation (RMEA) = 90 Percent Confidence Interval for RMEA = (0.036 ; P-Value for Test of Close Fit (RMEA < 0.05) = 0.48 Expected Cross-Validation Index (ECVI) = Percent Confidence Interval for ECVI = (0.65 ; ECVI for aturated Model = 0.84 ECVI for Independence Model = Chi-quare for Independence Model with 105 Degrees of Freedom = Independence AIC = Model AIC = aturated AIC = Independence CAIC = Model CAIC = aturated CAIC = ormed Fit Index (FI) = 0.96 on-ormed Fit Index (FI) = 0.98 Parsimony ormed Fit Index (PFI) = 0.79 Comparative Fit Index (CFI) = 0.98 Incremental Fit Index (IFI) = 0.98 Relative Fit Index (RFI) = 0.95 Critical (C) = Root Mean quare Residual (RMR) = tandardized RMR = Goodness of Fit Index (GFI) = 0.93 Adjusted Goodness of Fit Index (AGFI) = 0.91 Parsimony Goodness of Fit Index (PGFI) = 0.68

14 107 t-value Model Awal

15 t-value Model Fit 108

16 109 HasilUjiValiditasdanreabilitasMenggunakan P RELIABILITY /VARIABLE=t1 t2 t3 r1 r2 r3 re1 re2 re3 a1 a2 a3 e1 e2 e3 pd1 pd2 pd3 i1 i2 i3 m1 m2 m3 ua1 ua2 ki1 ki2 ki3 /CALE('ALL VARIABLE') ALL /MODEL=ALPHA /TATITIC=CORR /UMMARY=TOTAL. Reliability otes Output Created 16-Feb :55:00 Comments Input Data D:\THEI A\Hasil.sav Active Dataset Dataet0 Filter <none> Weight <none> plit File <none> of Rows in Working Data File 287 Matrix Input Missing Value Handling Definition of Missing User-defined missing values are treated as missing. Cases Used tatistics are based on all cases with valid data for all variables in the procedure.

17 110 yntax RELIABILITY /VARIABLE=t1 t2 t3 r1 r2 r3 re1 re2 re3 a1 a2 a3 e1 e2 e3 pd1 pd2 pd3 i1 i2 i3 m1 m2 m3 ua1 ua2 ki1 ki2 ki3 /CALE('ALL VARIABLE') ALL /MODEL=ALPHA /TATITIC=CORR /UMMARY=TOTAL. Resources Processor Time 0:00: Elapsed Time 0:00: [Dataet0] D:\THEI A\Hasil.sav Warnings The determinant of the covariance matrix is zero or approximately zero. tatistics based on its inverse matrix cannot be computed and they are displayed as system missing values. cale: ALL VARIABLE Case Processing ummary % Cases Valid Excluded a 0.0 Total

18 111 Case Processing ummary % Cases Valid Excluded a 0.0 Total a. Listwise deletion based on all variables in the procedure. Reliability tatistics Cronbach's Alpha Cronbach's Alpha Based on tandardized Items of Items Inter-Item Correlation Matrix t1 t2 t3 r1 r2 r3 re1 re2 t t t r r r re re

19 112 re a a a e e e pd pd pd i i i m m m ua ua ki ki ki

20 113 Inter-Item Correlation Matrix re3 a1 a2 a3 e1 e2 e3 pd1 t t t r r r re re re a a a e e e pd pd pd i i

21 114 i m m m ua ua ki ki ki Inter-Item Correlation Matrix pd2 pd3 i1 i2 i3 m1 m2 m3 t t t r r r re re re a a

22 115 a e e e pd pd pd i i i m m m ua ua ki ki ki Inter-Item Correlation Matrix ua1 ua2 ki1 ki2 ki3 t t

23 116 t r r r re re re a a a e e e pd pd pd i i i m m m ua

24 117 ua /////ki ki ki Item-Total tatistics Cronbach's cale Mean if cale Variance if Corrected Item- quared Multiple Alpha if Item Item Deleted Item Deleted Total Correlation Correlation Deleted t t t r r r re re re a a a e e

25 118 e pd pd pd i i i m m m ua ua ki ki ki EW FILE. AVE OUTFILE='D:\THEI A\Q.sav' /COMPREED. DATAET ACTIVATE Dataet0. DATAET CLOE Dataet1.EW FILE. DATAET ACTIVATE Dataet0. DATAET CLOE Dataet4.EW FILE. AVE OUTFILE='D:\THEI A\OC.sav' /COMPREED. DATAET ACTIVATE Dataet0. DATAET CLOE Dataet5. AVE OUTFILE='D:\THEI A\Hasil.sav' /COMPREED. DATAET ACTIVATE Dataet3. DATAET CLOE Dataet0.