S ADP 1105692 Table of Content
DAFTAR ISI
LEMBAR PENGESAHAN
PERNYATAAN
ABSTRAK ...................................................................................................... i
KATA PENGANTAR .................................................................................... ii
UCAPAN TERIMAKASIH........................................................................... iii
DAFTAR ISI ................................................................................................... v
DAFTAR TABEL .......................................................................................... ix
DAFTAR GAMBAR ...................................................................................... x
DAFTAR LAMPIRAN .................................................................................. xi
BAB I
PENDAHULUAN
A. Latar Belakang Penelitian ......................................................................... 1
B. Batasan dan Rumusan Masalah ................................................................ 5
C. Tujuan Penelitian ...................................................................................... 6
D. Manfaat Penelitian .................................................................................... 6
E. Struktur Organisasi Skripsi ....................................................................... 7
BAB II
KAJIAN PUSTAKA, KERANGKA PEMIKIRAN, DAN
HIPOTESIS PENELITIAN
A. Landasan Teori .......................................................................................... 9
1. Konsep Pendidikan dan Pelatihan ............................................................. 9
a. Pengertian Pendidikan
dan Pelatihan ...................................................................................... 9
b. Tujuan atau Manfaat
Pendidikan dan Pelatihan ................................................................... 9
c. Persamaan dan Perbedaan
Pendidikan dan Pelatihan ................................................................... 10
d. Faktor Penyebab
adanya Diklat ..................................................................................... 10
e. Pendekatan dalam Diklat ................................................................... 11
f. Komponen-komponen
v
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Pendidikan dan Pelatihan ................................................................... 14
2. Konsep Dasar Kinerja ............................................................................... 15
a. Pengertian Kinerja ............................................................................ 15
b. Faktor-faktor yang
Mempengaruhi Kinerja ...................................................................... 16
c. Penilaian Kinerja ................................................................................ 17
3. Konsep Widyaiswara ................................................................................ 19
a. Pengertian Widyaiswara .................................................................... 19
b. Kompetensi Widyaiswara .................................................................. 20
c. Kinerja Widyaiswara ......................................................................... 22
d. Standar Kompetensi Widyaiswara ..................................................... 24
e. Peran Widyaiswara ............................................................................ 25
4. Konsep Kepuasan Peserta Diklat (Pelanggan) .......................................... 25
a. Pengertian Pelanggan ......................................................................... 25
b. Jenis-jenis Pelanggan ......................................................................... 30
c. Model SERVQUAL ........................................................................... 32
d. Pengukuran Kepuasan Pelanggan ...................................................... 33
B. Kerangka Pemikiran .................................................................................. 36
C. Hipotesis Penelitian .................................................................................. 39
BAB III
METODOLOGI PENELITIAN
A. Metode Penelitian ..................................................................................... 41
B. Desain Penelitian ...................................................................................... 42
C. Partisipan................................................................................................... 44
D. Lokasi, Populasi dan Sampel .................................................................... 44
1. Lokasi ................................................................................................. 44
2. Populasi .............................................................................................. 44
3. Sampel................................................................................................ 45
E. Definisi Operasional ................................................................................. 45
a. Pengaruh ............................................................................................ 45
b. Kinerja Widyaiswara ......................................................................... 46
c. Kepuasaan Peserta Diklat/Pelanggan ................................................. 46
vi
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
F. Instrumen Penelitian ................................................................................. 47
1. Rumusan Masalah Penelitian ............................................................. 47
2. Instrumen yang digunakan ................................................................. 47
3. Kriteria Penskoran ............................................................................. 52
G. . Proses Pengembangan Instrumen.............................................................. 53
1. Pengujian Validitas ............................................................................ 53
2. Pengujian Reliabilitas ........................................................................ 58
H. Teknik Pengumpulan Data ........................................................................ 60
I. Analisis Data ............................................................................................. 60
1. Seleksi Angket ................................................................................... 60
2. Klasifikasi Data .................................................................................. 61
3. Pengolahan Data ................................................................................ 61
a. Menghitung Kecenderungan Umum
Skor Responden Variabel dengan
Rumus Weight Means Score (WMS) .......................................... 61
b. Mengubah Skor Mentah Menjadi
Skor Baku untuk Setiap Variabel ................................................ 63
c. Uji Normalitas Distribusi Data ................................................... 64
d. Pengujian Hipotesis Penelitian ................................................... 65
1) Analisis Koefisien Korelasi ................................................. 65
2) Uji Signifikasi ...................................................................... 67
3) Uji Koefisien Determinasi ................................................... 68
4) Analisis Regresi ................................................................... 69
BAB IV
HASIL PENELITIAN DAN PEMBAHASAN
A. Hasil Penelitian ......................................................................................... 71
1. Analisis Data ...................................................................................... 71
a. Seleksi Angket ............................................................................ 71
b. Klasifikasi Data........................................................................... 72
c. Pengolahan Data ......................................................................... 74
1) Perhitungan Uji Kecenderungan
Umum Skor Responden ....................................................... 74
vii
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
a) Hasil Kecenderungan Umum
Variabel X (Kinerja Widyaiswara) ............................... 75
b) Hasil Kecenderungan Umum
Variabel Y (Kepuasan Peserta Diklat) .......................... 79
2) Mengubah Data Mentah menjadi Data Baku ....................... 84
3) Uji Normalitas Data ............................................................. 85
4) Pengujian Hipotesis ............................................................. 87
a) Analisis Koefisien Korelasi .......................................... 87
b) Koefisien Determinasi .................................................. 87
c) Signifikasi Korelasi ...................................................... 88
d) Analisis Regresi ............................................................ 89
B. Pembahasan ............................................................................................... 92
BAB V
KESIMPULAN DAN REKOMENDASI
A. Kesimpulan ............................................................................................... 110
B. Rekomendasi ............................................................................................. 111
DAFTAR PUSTAKA
LAMPIRAN-LAMPIRAN
viii
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
LEMBAR PENGESAHAN
PERNYATAAN
ABSTRAK ...................................................................................................... i
KATA PENGANTAR .................................................................................... ii
UCAPAN TERIMAKASIH........................................................................... iii
DAFTAR ISI ................................................................................................... v
DAFTAR TABEL .......................................................................................... ix
DAFTAR GAMBAR ...................................................................................... x
DAFTAR LAMPIRAN .................................................................................. xi
BAB I
PENDAHULUAN
A. Latar Belakang Penelitian ......................................................................... 1
B. Batasan dan Rumusan Masalah ................................................................ 5
C. Tujuan Penelitian ...................................................................................... 6
D. Manfaat Penelitian .................................................................................... 6
E. Struktur Organisasi Skripsi ....................................................................... 7
BAB II
KAJIAN PUSTAKA, KERANGKA PEMIKIRAN, DAN
HIPOTESIS PENELITIAN
A. Landasan Teori .......................................................................................... 9
1. Konsep Pendidikan dan Pelatihan ............................................................. 9
a. Pengertian Pendidikan
dan Pelatihan ...................................................................................... 9
b. Tujuan atau Manfaat
Pendidikan dan Pelatihan ................................................................... 9
c. Persamaan dan Perbedaan
Pendidikan dan Pelatihan ................................................................... 10
d. Faktor Penyebab
adanya Diklat ..................................................................................... 10
e. Pendekatan dalam Diklat ................................................................... 11
f. Komponen-komponen
v
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Pendidikan dan Pelatihan ................................................................... 14
2. Konsep Dasar Kinerja ............................................................................... 15
a. Pengertian Kinerja ............................................................................ 15
b. Faktor-faktor yang
Mempengaruhi Kinerja ...................................................................... 16
c. Penilaian Kinerja ................................................................................ 17
3. Konsep Widyaiswara ................................................................................ 19
a. Pengertian Widyaiswara .................................................................... 19
b. Kompetensi Widyaiswara .................................................................. 20
c. Kinerja Widyaiswara ......................................................................... 22
d. Standar Kompetensi Widyaiswara ..................................................... 24
e. Peran Widyaiswara ............................................................................ 25
4. Konsep Kepuasan Peserta Diklat (Pelanggan) .......................................... 25
a. Pengertian Pelanggan ......................................................................... 25
b. Jenis-jenis Pelanggan ......................................................................... 30
c. Model SERVQUAL ........................................................................... 32
d. Pengukuran Kepuasan Pelanggan ...................................................... 33
B. Kerangka Pemikiran .................................................................................. 36
C. Hipotesis Penelitian .................................................................................. 39
BAB III
METODOLOGI PENELITIAN
A. Metode Penelitian ..................................................................................... 41
B. Desain Penelitian ...................................................................................... 42
C. Partisipan................................................................................................... 44
D. Lokasi, Populasi dan Sampel .................................................................... 44
1. Lokasi ................................................................................................. 44
2. Populasi .............................................................................................. 44
3. Sampel................................................................................................ 45
E. Definisi Operasional ................................................................................. 45
a. Pengaruh ............................................................................................ 45
b. Kinerja Widyaiswara ......................................................................... 46
c. Kepuasaan Peserta Diklat/Pelanggan ................................................. 46
vi
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
F. Instrumen Penelitian ................................................................................. 47
1. Rumusan Masalah Penelitian ............................................................. 47
2. Instrumen yang digunakan ................................................................. 47
3. Kriteria Penskoran ............................................................................. 52
G. . Proses Pengembangan Instrumen.............................................................. 53
1. Pengujian Validitas ............................................................................ 53
2. Pengujian Reliabilitas ........................................................................ 58
H. Teknik Pengumpulan Data ........................................................................ 60
I. Analisis Data ............................................................................................. 60
1. Seleksi Angket ................................................................................... 60
2. Klasifikasi Data .................................................................................. 61
3. Pengolahan Data ................................................................................ 61
a. Menghitung Kecenderungan Umum
Skor Responden Variabel dengan
Rumus Weight Means Score (WMS) .......................................... 61
b. Mengubah Skor Mentah Menjadi
Skor Baku untuk Setiap Variabel ................................................ 63
c. Uji Normalitas Distribusi Data ................................................... 64
d. Pengujian Hipotesis Penelitian ................................................... 65
1) Analisis Koefisien Korelasi ................................................. 65
2) Uji Signifikasi ...................................................................... 67
3) Uji Koefisien Determinasi ................................................... 68
4) Analisis Regresi ................................................................... 69
BAB IV
HASIL PENELITIAN DAN PEMBAHASAN
A. Hasil Penelitian ......................................................................................... 71
1. Analisis Data ...................................................................................... 71
a. Seleksi Angket ............................................................................ 71
b. Klasifikasi Data........................................................................... 72
c. Pengolahan Data ......................................................................... 74
1) Perhitungan Uji Kecenderungan
Umum Skor Responden ....................................................... 74
vii
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
a) Hasil Kecenderungan Umum
Variabel X (Kinerja Widyaiswara) ............................... 75
b) Hasil Kecenderungan Umum
Variabel Y (Kepuasan Peserta Diklat) .......................... 79
2) Mengubah Data Mentah menjadi Data Baku ....................... 84
3) Uji Normalitas Data ............................................................. 85
4) Pengujian Hipotesis ............................................................. 87
a) Analisis Koefisien Korelasi .......................................... 87
b) Koefisien Determinasi .................................................. 87
c) Signifikasi Korelasi ...................................................... 88
d) Analisis Regresi ............................................................ 89
B. Pembahasan ............................................................................................... 92
BAB V
KESIMPULAN DAN REKOMENDASI
A. Kesimpulan ............................................................................................... 110
B. Rekomendasi ............................................................................................. 111
DAFTAR PUSTAKA
LAMPIRAN-LAMPIRAN
viii
Prila Anisa Marshelitha, 2015
PENGARUH KINERJA WIDYAISWARA TERHADAP KEPUASAN PARA PESERTA DIKLAT DI PUSAT
PENDIDIKAN DAN PELATIHAN GEOLOGI BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu