Perpustakaan Digital ITB

Nowadays total market penetration of telecommunication industry in Indonesia is around 70% - 80%, it is make the competitive more fierce than ever felt before. In order to win the competition, Indosat need to maintain their base subscriber by giving the best services to prevent/reduce churn subscriber and to attract new subscriber by get new subscriber or take over subscriber from the competitor. On the other hand, telecommunication industry is technology- ntensive minded and fast growing industry. With technology-intensive nature, this industry really depends on with ICT (Information and Communication Technology) development & operation. On daily process activity, ICT operations hold a major role in delivering best services to customer. In order to have ICT operations employee has high performance, company need to 1) understand what factor can motivate the ICT employees while doing their job, 2) do everything within their power to motivate the ICT employees. To answer the issues, this research will investigate the impact analysis between Job Design, Leadership Styles, Employee Expectation and Employee Motivation to Employee Performance in IT (Information Technology) Operations organization at PT. Indosat Tbk. This research will use mixed methods to investigate more about IT operations employee motivational factors. It is combination of quantitative method using Structural Equation Modeling analysis and qualitative method using interview analysis. This research’s respondents are all IT operations staff, department head, and division head with total respondent is about 160 people. The deep interview was held to enrich the quantitative data with division head as respondent. From the research results obtained that, the most influences constructs to employee motivation and performance in sequence are job design (0.41), leadership style (0.33) and employee expectation (0.24). The job design element that most effective in increasing employee motivation and performance is a job design that emphasizes the job feedback, task significance, and task identity of employees in a work: The job that can give clear and direct information about job outcomes or performance and the job that can give the employee information about the effectiveness of his or her efforts, either directly from the work itself or from others. The job that can give the employee feel the importance of the job, the job has meaningful impact on the others, either within the organization or to ii customer. And ability in doing a complete job from beginning to end, the whole job rather than bits and pieces. Leadership styles considered the most effective are coaching style and authoritative style. In a sense helps build individual capability in the medium to long term, provide feedback for employee development, concerning about development rather than short-term results. In addition a leader who is able to show enthusiasm in work, communicate a clear vision of the future, able to influencing people by explaining, exploring and describing the vision. Employee Expectation that considered the most effective is security and balance in work and life: in term that the work the employee can obtain long-term security and balance in work and personal life.