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"Skripsi ini meneliti kinerja petugas administrasi Puskesmas Sukmajaya berdasarkan persepsi petugas Puskesmas dan Masyarakat dengan menggunakan enam dimensi quality, quantity, timeliness, need for supervision, cost effectiveness, interpersonal impact, dan kendala yang dihadapi oleh petugas administrasi dalam peningkatan kinerja. Enam dimensi tersebut dibahas dengan menggunakan konsep umpan balik 360 derajat. Penelitian ini adalah penelitian kuantitatif (positivist) dengan desain deskriptif.Hasil penelitian menunjukkan bahwa berdasarkan persepsi petugas puskesmas dan masyarakat kinerja petugas administrasi sudah dinilai baik namun masih perlu diperbaiki di dimensi cost effectiveness. Walaupun sudah berjalan baik tapi masih ada beberapa hal yang harus ditingkatkan, yaitu : perlu adanya pelatihan kearsipan untuk petugas administrasi; perlu adanya penambahan jumlah sumber daya manusia di lingkungan petugas administrasi; perlu adanya peningkatan koordinasi antar petugas administrasi dalam menyelesaikan administrasi pelaporannya; perlu adanya sistem baru yang berbasis komputer pada petugas loket administrasi pendaftaran.This research observed Sukmajaya Depok Town Central Health?s administration officer performance based on Central Health officer and public?s perception using six dimensions: quality, quantity, timeliness, need for supervision, cost effectiveness, interpersonal impact, and obstacles that were faced by administration officers in improving performance. The six dimensions are described by using 360 degree feedback concept. This research is positivist research with descriptive design.

The research result based on Central Health officer and public?s perception showed administration performance had been well valued but they stil needed to improve in cost effectiveness dimention. Although it has run well but there were several things that should be improved, such as: the need of archives trainings for administration officer, the need of number increasing human resource in administration officer, the need of creasing good coordination especially in administration officer to handle the administration report; the need of new computerize system for counter registration administration officer."

"Skripsi ini membahas mengenai pelaksanaan program pelatihan K3 berdasarkan persepsi kepala Bagian di PT Waskita Karya (persero). Penelitian ini adalah penelitian kuantitatif dengan analisis deskriptif. Hasil penelitian menyatakan bahwa secara keseluruhan pelaksanaan pelatihan K3 di PT Waskita Karya dapat dikategorikan baik, namun masih terdapat beberapa kekurangan. Kekurangan tersebut berada pada beberapa dimensi, diantaranya pada dimensi cognitive outcomes dan affective outcomes. Dengan demikian, ada beberapa hal yang harus diperbaiki diantaranya meningkatkan program pelatihan terutama yang berkaitan dengan hal-hal teknis (fasilitas, metode, materi dan kompetensi instruktur), melaksanakan program pelatihan K3 secara berkelanjutan dan menindak lanjuti hasil evaluasi pelatihan yang telah dilakukan.

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The focus of this research is to evaluating safety health training program based on lower management perception in PT Waskita Karya (persero). This is quantitative research with descriptive analized. This research finds that safety training programe in PT Waskita Karya (persero) have done and have a good categories. But there are some aspect that must be improved especially in cognitive outcomes dimension and affective outcomes dimension. Based on this research, PT Waskita Karya (persero) have to improved training material, training instructur, facilities and the training methode, make sustainable safety health training program and check evaluation training programe that have done."

"For Training that done by the company can reach maximum outcome, need to know about perception training officer. Perception about training officer will affect to attitude that decide by the trainee officer to face the job. The purpose of this researched is to find out how is employee perception PT. 'X' about evaluation Training Achievement Motivation Training especially of Customer Service employee. The analytical unit is the employee?s in Customer Service area sub sector in Telecommunication in Jabotabek & West Java regional office.On this paper, the research is how perception of operational officer Customer Service Division about evaluation training of achievement motivation training at PT 'X' and what is the problems that PT 'X' faced of operational Officer Customer Service Division employees and company in evaluation of Achievement Motivation Training implementation?.The kinds of this research is descriptive research with quantitative approaches. Data in this research gathered from field research method by distributing questionnaire to the respondent and interview. The samples of this research were 63 contract employees, taken from population using total sampling technique. The data of the univariate were collected using Likert scale which delivered frequency distribution. Company especially on Customer Service Division, employee that have been follow Achievement Motivation Training hope that this training can be implementing every day whether in the office or around the office, so far from the mistake that cause from the behavior that not follow the procedure.For all perception of officer about Achievement Motivation Training that had been done by the company in PT.'X' in regional office Jabotabek & Jabar reach good result, according to reaction dimention, learning, and behavior by the officer which has follow the training feel satisfied and feel useful to the job, so the mistake that cause by working not detailed can be reduced."

"Hadirnya keterbukaan informasi diyakini merupakan salah satu agenda penting masyarakat dunia di milenium ketiga, antara lain ditandai dengan pemanfaatan teknologi dalam pengelolaan dan pengolahan informasi melalui SIM yang mentransformasikan informasi dari sesuatu yang dianggap sebagai hasil samping kegiatan-kegiatan organisasi menjadi salah satu aset yang sangat penting bagi suatu organisasi. Penelitian ini bertujuan memberikan gambaran atas efektivitas penerapan SIM pada direktorat BPPK Departemen Luar Negeri.Penulis menemukan bahwa terdapat beberapa kendala dalam penerapan SIM pada direktorat BPPK yakni good will dari level pimpinan dalam menentukan arah dan tujuan dari penerpan SIM dan budget anggaran dalam penyediaan infrastruktur berupa penyediaan jaringan dan perangkat keras lainnya. Selain itu, Hasil penelitian ini menunjukan bahwa pengelolaan dan pengolahan informasi melalui penerapan SIM di direktorat BPPK bisa dikatakan belum berjalan efektif.

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The presence of information transparency is convinced as one of international society important agenda on the third millennium, that is signed by technology usage in information management through the management information system which transform information to be more important for some organization. This research aim to give a description of effectiveness MIS implementation in the directorate of BPPK Ministry of Foreign Affairs.Researcher have found some obstacles on MIS implementation in the directorate of BPPK, that is good will from leader in the choice of way and direction from MIS implementation and budget in infrastructure supplying that is link and another hard ware. Apart from that, the result of this research is showing that information management from MIS implementation in the directorate BPPK application at the BPPK directorate is not effective."

"Sesuai surat keputusan Menteri Kesehatan RI No. 861/Menkes/VI/2005 tanggal 16 Juni 2005, Rumah sakit Persahabatan merupakan salah satu rumah sakit yang beralih statusnya menjadi PPK-BLU (Pola Pengelola Keuangan Badan Layanan Umum) sebagai Unit Pelaksana Teknis (UPT) Departemen Kesehatan.Maka pengelolaan Rumah Sakit Pemerintah akan mengarah kepada operasional pelayanan secara mandiri dan otonom. Dengan adanya issue kemandirian, Rumah sakit terus didorong untuk melakukan upaya pembenahan dan peningkatan kinerja di setiap unitnya. Untuk dapat mengukur kinerja pada setiap instalasi di Rumah sakit, diperlukan suatu tolok ukur yang tidak hanya bertumpu pada aspek keuangan, tetapi juga non keuangan. Balanced Scorecard merupakan alat yang dapat digunakan untuk mengukur secara seimbang aspek keuangan dan non keuangan secara terintegrasi melalui 4 (empat) perspektif, yaitu: pertumbuhan dan pembelajaran, pelanggan, keuangan, dan proses bisnis internal.Penelitian ini menggunakan pendekatan kuantitatif dengan metode penelitian deskriptif, yang bertujuan memotret kinerja Instalasi Rawat Inap di RSUP Persahabatan pada kurun waktu tertentu bila di ukur dengan Konsep Balanced Scorecard. Untuk pengambilan data primer, dilakukan wawancara dan survei kepada 90 pasien rawat inap dan 100 karyawan Instalasi Rawat Inap. Sedangkan, data sekunder diambil dari laporan keuangan dan petunjuk dan pelaksanaan Rumah sakit.Pada bab 4, merupakan hasil analisa penelitian kinerja Instalasi Rawat Inap di RSUP Persahabatan dengan konsep Balanced Scorecard. Pada umumnya, kinerja Instalasi Rawat Inap dapat dikatakan sudah berjalan dengan baik. Namun, ada baiknya bila RSUP Persahabatan dapat menerapkan konsep Balanced Scorecard ini agar proses dan kinerja serta tujuan dari masing-masing perspektif dalam Balanced Scorecard dapat tercapai secara maksimal. Ketika tujuan dari keempat perspektif Balanced Scorecard sudah dapat tercapai dengan baik, maka visi dan misi yang dimiliki RSUP Persahabatan dapat tercapai.

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Pursuant to the Ministerial Decree of RI?s Health Minister No. 861/Menkes/VI/2005 dated 16 June 2005, General Hospital (RSUP) ?Persahabatan? is one of hospitals which the status is changed into PPK-BLU (Financial Management Pattern ? for Public Service Body) as a Technical Implementation Unit (UPT) of the Ministry of Health. In light of that, the management of Public General Hospital shall be directed towards operational service delivery of self-reliant and autonomous characters.

With the introduction of such ?self-reliance?, Hospitals are advocated to make restructuring and performance improvement within their units. To assess the performance of every installation in hospital, a measure that not only relies on financial aspect, but non-financial aspect will be deemed necessary. Balanced Scorecard is a tool that can be used to make balanced assessment of both financial and non-financial aspects in integrated manner through 4 (four) perspectives, i.e.: growth and learning, customers, finance, and internal business process.

This study adopts quantitative approach with descriptive research method aiming to portray the performance of In-Patient Installation in RSUP ?Persahabatan? during particular period using Balanced Scorecard Concept. To collect primary data, interviews and surveys to 90 (ninety) inpatients and 100 employees of In-Patient Installation have been conducted. For secondary data, they are acquired from financial reports and Hospital Standard Operation Procedure.

Chapter 4 points out the output of performance assessment to In-Patient Installation of RSUP ?Persahabatan? using Balanced Scorecard Concept. Generally speaking, the surveyed In-Patient Installation demonstrates relatively sound performance. However, it is advised that RSUP ?Persahabatan? apply this Balanced Scoreboard Concept so as to maximally achieve the process, performance and goals of each perspective within Balanced Scoreboard. Until the goals of four perspectives in Balanced Scoreboard are realized, then the vision and mission of RSUP ?Persahabatan? shall be materialized."

"Chevron Geothermal & Power Operation Indonesia, merupakan suatu perusahaan terbesar yang bergerak dalam bidang minyak dan gas bumi. Dalam proses produksi, perusahaan menyadari bahwa frekuensi resiko kemungkinan terjadi kecelakaan kerja jauh lebih tinggi. Pada umumnya kecelakaan kerja disebabkan oleh dua faktor yaitu manusia dan lingkungan.Tetapi frekuensi terjadinya kecelakaan kerja lebih banyak terjadi karena faktor manusia, karen isa manusia yang paling banyak berperan dalam menggunakan peralatan diperusahaan. Oleh karena itu, Chevron GPO-I melaksanakan program pelatihan Behavior Based Safety, yang diharapkan dapat menurun tingkat kecelakaan kerja.Dalam penelitian ini, penulis menggunakan teori Donald Kirkpatrick yang mempunyai 4 tingkatan untuk mengukur evaluasi pelaksanaan pelatihan, yaitu Reaksi, Pembelajaran, Perilaku dan Hasil. Metode penelitian yang digunakan adalah dengan pendekatan kuantitatif dan jenis penelitiannya yaitu deskriptif, pengumpulan data dengan menggunakan kuesioner dan wawancara. Sampel yang diambil sejumlah 30 responden dan teknik analisis data dengan menggunakan skala likert.Dari hasil analisis penelitian bahwa pelaksanaan pelatihan behavior Based Safety sangat baik. Karena peserta yang mengikuti pelatihan tersebut menyadari akan pentingnya keselamatan dalam bekerja. Dari hasil analisis dapat ditarik kesimpulan bahwa Chevron GPO-I telah melaksanakan pelatihan sesuai dengan kebutuhan perusahaan. Oleh karena itu pelatihan Behavior Based Safety perlu dilaksanakan agar kecelakaan kerja dapat diminimalisir.

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Chevron Geothermal & Power Operation Indonesia is a big Company moveable that in oil and gas. In the Production Process, the company to realize that risk frequency a possibility consist for more a high of work accident. In general of work accident caused by two factors are human & area.But to consist of frequency work accident caused by human factor, because the human is more a part use tools in company. Therefore Chevron Geothermal & Power Operation Indonesia to accomplish behavior based safety training program, and the hope is can of down the work accident.In the research this, the writer use Donald L Kirkpatrick theory his have four step for to stroll performance training program are reaction, learning, behavior and result. The use research method is with quantitative approach and the kind research is descriptive, the gathering material with quesionare and interview use. The sample to take is 30 respondent and material analysis technic with of likert scale use.And the result of examination analysis that the performance behavior based safety training is very good. Because of training follower is to become conscious will the important safety in work. And the analysis result can to draw a conclusion that Chevron Geothermal & Power Operation Indonesia performance with the need company. Therefore behavior based safety training to obliged performed, so that work accident can the minimize."

"Skripsi ini membahas tentang pelayanan kesehatan yaitu Program Askeskin yang dibentuk oleh pemerintah agar dapat digunakan oleh seluruh masyarakat. Program ini dibentuk sebagai bentuk kepedulian pemerintah terhadap peningkatan kemiskinan dan teknologi di Negara ini. Program Askeskin dibentuk untuk seluruh masyarakat pada umumnya dan masyarakat miskin pada khususnya yang sudah diterapkan sejak tahun 2005 sampai dengan tahun 2007. Pada tahun 2008, program Askeskin diganti dengan program JAMKESMAS. Melalui penelitian ini, peneliti ingin mengetahu persepsi pengguna Askeskin terhadap pelaksanaan pelayanan Program Askeskin. Penelitian ini menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner kepada pengguna Askeskin yang telah diolah menggunakan metode statistik SPSS. Analisa penelitian ini diuraikan dengan menggunakan metode deskriptif.

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This research is describing about Askeskin Program which is one of the healthy program that made by government hence could be used by all society. This program was made in order to help society from the development of poverty and technology. Program Askeskin was made for whole society in general and especially for poor people which already been implemented from the year of 2005 to 2007. In the year of 2008, Askeskin Program was changed with JAMKESMAS Program.

Through this research, researcher has an intention to get the information about perception of Program Askeskin Users to the Conduction of Program Askeskin services. This research was using quantitative method with spreading the questionnaires to Askeskin Program users that already processed by SPSS statistic method. The analysis of this research was described with descriptive method."

"Sumber Daya Manusia (SDM) merupakan aset terpenting suatu organisasi dalam mencapai tujuannya karena itu memiliki masalah dan tantangan tersendiri bagi organisasi tersebut. Menurut Slamat (2004:465), tujuan mengadakan suatu program pensiun bagi perusahaan atau pemberi kerja adalah sebagai Kewajiban moral / Tanggung jawab sosial perusahaan (Corporate Social Responsibility) yaitu perusahaan mempunyai kewajiban moral untuk memberikan rasa aman / kesejahteraan kepada karyawan pada saat mencapai usia pensiun, loyalitas yaitu dengan diadakannya program pensiun karyawan diharapkan akan mempunyai loyalitas dan dedikasi terhadap perusahaan serta kompetisi perusahaan yaitu dengan memasukkan program pensiun sebagai suatu bagian dari total kompensasi yang diberikan kepada karyawan diharapkan perusahaan akan memiliki daya saing dan nilai lebih dalam usaha mendapatkan karyawan yang berkualitas dan profesional di pasaran tenaga kerja. Selain bagi pemberi kerja (perusahaan), tujuan mengadakan suatu program pensiun bagi karyawan atau peserta antara lain rasa aman karyawan terhadap masa yang akan datang dalam arti tetap memiliki penghasilan pada saat mencapai usia pensiun dan kompensasi yang lebih baik yaitu karyawan mempunyai tambahan kompensasi meskipun baru bisa dinikmati pada saat mencapai usia pensiun / berhenti kerja. Penelitian ini menggunakan pendekatan kuantitatif, berdasarkan tujuannya, penelitian ini termasuk dalam penelitian deskriptif, berdasarkan dimensi waktu penelitian dilakukan secara cross-sectional, teknik pengumpulan data yang dilakukan adalah mengumpulkan data atau informasi dari sampel atau populasi yang spesifik, biasanya dengan menggunakan kuesioner, wawancara atau survei, populasinya adalah para Pegawai PT PLN (Persero) Disjaya dan Tangerang yang berjumlah 28 responden. Pelaksanaan program pelatihan agrobisnis pertanian dalam rangka pembekalan pegawai yang akan menjalani masa persiapan pensiun pada PT PLN (Persero) Distribusi Jakarta Raya dan Tangerang sudah berjalan dengan baik sesuai dengan fungsi dan tujuannya. Dimensi Pembelajaran dan Perilaku merupakan dimensi yang bobot indikatornya rata-rata tinggi sehingga dapat membantu membangun rasa positif (optimis) pada diri peserta dalam menghadapi dan memasuki masa pensiun.Pelatihan ini dapat membantu peserta dalam mempersiapkan karir kedua / pensiun dan pelatihan ini dapat mengingatkan peserta dalam tanggung jawab peserta terhadap diri, keluarga dan masyarakat. Indikator yang memiliki skor terendah, yaitu keluasan penguasaan materi pelatihan dan kedalaman materi pelatihan yang dimiliki instruktur. Saran disampaikan adalah agar pada indikator yang masih memiliki skor rendah, yaitu pada kompetensi instruktur meliputi keluasan penguasaan materi pelatihan, kedalaman dan kemampuan komunikasi agar menjadi perhatian manajemen terkait misalnya dengan mencari instruktur yang lebih kompeten, memberikan pelatihan bagi para instruktur tersebut atau melakukan kerjasama dengan instansi terkait perihal pemenuhan kebutuhan instruktur pelatihan, pemilihan materi peneliti menyarankan agar pihak penyelenggara menyediakan lebih banyak lagi pilihan-pilihan materi lainnya yang sesuai dengan kebutuhan dan minat peserta, lebih meningkatkan lagi sosialisasi kepada para pegawainya, dalam hal peningkatan kualitas program pembekalan pegawai yang akan menjalani masa persiapan pensiun, agar PT PLN (Persero) Disjaya dan Tangerang melakukan analisa dan evaluasi program tersebut sehingga materi-materi, kurikulum dan jenis pelatihan dapat terus diperbaharui mengikuti perkembangan jaman dan kebutuhan para pesertanya sehingga tujuan dari program tersebut yaitu meningkatkan kesejahteraan ekonomi dan sosial pegawai yang berkelanjutan bagi para pegawai yang sudah pensiun dalam rangka mengembangkan Sumber Daya Manusia (SDM) Indonesia seutuhnya dapat terwujud, peneliti juga juga menyarankan kepada PT PLN (Persero) Disjaya dan Tangerang untuk menambah materi keagamaan selama pegawai mengikuti program pembekalan dengan harapan pegawai dapat memperdalam ajaran agama masing sehingga dapat mengurangi stes serta dapat mengisi waktu luang para pegawai yang sudah pensiun dengan meningkatkan kegiatan keagamaan dan diharapkan perusahaan melakukan program pasca pensiun.

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Human resources is the most important asset for organization to reach organization goals. The successfulness of organization influenced by the quality of its human resources. As the corporate social responsibility, to keep the employee's loyalty, as the total compensation, and for the competition among other company, PT PLN (Persero) Distribusi Jakarta Raya dan Tangerang offer The Agribusiness Training Program in Order To Preparing The Retirement Era at PT PLN (Persero) Distribusi Jakarta Raya dan Tangerang for its employee who will go through retirement preparation time. The aims of this program is to prepare a second carreer for retired emlpoyee and also to swithcing the employee's mind set from worker into enterpreneur. The aim of this research is to discover how the employee's perception of the agrobusiness training implementation in order to preparing their retirement era. through the process of organizations and to discover its effectivity. This research is using the descriptive method which will explain or describe the research foundings. This research is using the survey approach which implies the use of questioners and interviews as the two major tools used to collect data and information, beside the other secondary and literature sources. The criteria for selecting a sample in survey research are statistical onces. They are based upon well-established and formal statistical grounds formulated by Arikunto. This total sampling process have results 28 employees as samples. To oversee wheter the employee's perception of the agrobusiness training program implementation in order to preparing their retirement era has been attempted in a good procedure, researcher used the range criteria method, which will strech from the lowest range to the highest range. However, the implementation of employee's empowerment program who will go through retirement preparation era done at PT PLN (Persero) Distribusi Jakarta Raya dan Tangerang, has not been completely effective. This demontrates several problems and barries found in the process, especially for the competence of instructur. Determining effectivity of the employee's perception of the agrobusiness training implementation in order to preparing their retirement era can be seen by measuring the human resources productivity after employee retired. To pursue and reach the program goal, the success of this process will lead to a more prospectous economical n social future for the employee of the organizations iin order to develop Indonesian human resources which is program goals and targets."

"Perkembangan zaman yang semakin pesat senantiasa diiringi dengan teknologi yang semakin canggih. Seiring dengan pesatnya perkembangan teknologi khususnya di bidang teknologi informasi dan komunikasi serta dalam rangka menghadapi era globalisasi, sebuah organisasi atau perusahaan sangat membutuhkan informasi yang cepat dan akurat yang diperlukan untuk membantu proses pengambilan keputusan. Penelitian mengenai kualitas Sistem Informasi Akademik Next Generation berdasarkan persepsi mahasiswa S1 Reguler Departemen Teknik Sipil ini ditujukan guna meningkatkan kualitas dari sistem informasi akademik yang terintegrasi di lingkungan Universitas Indonesia umumnya, dan di lingkungan Fakultas Teknik Universitas Indonesia khususnya. Penelitian ini menggunakan pendekatan kuantitatif, sedangkan jenis penelitiannya adalah deskriptif. Populasi penelitian ini adalah seluruh mahasiswa FTUI. Sampelnya adalah mahasiswa program S1 reguler Departemen Teknik Sipil dengan jumlah sampel sebanyak 131 orang. Teknik pengumpulan data dilakukan melalui survei lapangan dan studi kepustakaan. Pengumpulan data pada survei lapangan dilakukan dengan menyebarkan kuesioner. Sedangkan studi literatur diperoleh melalui company profile, manual book dan kepustakaan. Data-data dikumpulkan dari bulan Februari hingga Juni 2008. Data yang diperoleh kemudian dilakukan pengujian statistik dengan bantuan perangkat lunak SPSS versi 12.0. Dari hasil survei dan analisis yang dilakukan diketahui bahwa persepsi mahasiswa mahasiswa S1 Reguler Departemen Teknik Sipil Angkatan 2006 FTUI Periode 2008 terhadap kualitas SIAK-NG adalah baik. Telihat dari keseluruhan sub-sub dimensi pada dimensi-dimensi variabel kualitas SIAK-NG. Melihat hasil tersebut, ada baiknya FTUI membenahi sistem yang bermasalah, yakni pada sub dimensi system reliability dan timeliness. Selain itu kualitas pelayanan dari para front liner juga lebih ditingkat lagi, sebab para front liner tersebut adalah pihak yang berhubungan langsung dengan pengguna. Solusi untuk masalah yang terkait dengan lingkup pelayanan bisa diperbaiki dengan memberikan tutorial-tutorial maupun pelatihan-pelatihan professional. Sedangkan untuk lingkup sistem bisa diperbaiki dengan meningkatkan fasilitas.

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The advanced development of human?s civilization is always in line with the advanced development of technology. The rapid development in information and communication technology in the globalization era, require an organization or company to have fast and accurate information needed in the decision making process. The main problem as how to improve the quality of the university and faculty level integrated Academic Information System Next Generation Quality based on the perception of Students of Bachelor Degree Program of Civil Engineering. This research used quantitative approach, while the type of the research was descriptive. With the whole Faculty of Engineering University of Indonesia?s student body acting as research population, this research?s sample has been limited to 131 students from the regular Bachelor degree program from Department of Civil Engineering. Data collected technique was done by field and literature research data collecting. Field research data collecting was done through surveys by distributing questionnaires, while the literature research data collecting was completed through company profile, manual book and literature studies. All data in this research is compiled in the period of February ? June 2008. The data processing technique use was by processing primary data from questionnaires by using Statistic Product and Service Solution (SPSS) 12.0 version. From survey analysis result, it can be known that the perception of students of bachelor degree program of civil engineering class of 2006 in the 2008 period on SIAK-NG?s quality is good. It shows in all the sub dimensions in dimensions of SIAK-NG?s quality variable. In light of these findings, Faculty of Engineering University of Indonesia need to fixed the various troubles in the systems soon, such as in system reliability and timeliness sub dimensions, and also the service quality of the front liner should be improved as the front liner being the party mostly involved with the SIAK-NG users. Other problems in relation with the service area are also needed to be improves by giving tutorials or professional trainings. While problems in system area could be fix by improves the facility of hardware, software and other proponent equipment."

"Almost every bank in Indonesia now has automatic teller machine (ATM). Banks also obliged its client for having ATM card, despite of whether the ATM card is used. The increasing amounts of ATM consumer depend on the increasing amounts of ATM and the increasing amount of banks affiliated in the ATM network. ATM BERSAMA managed by the PT Artajasa Pembayaran Elektronis has started operating in the early year of 1990. The Number of its ATM is 13.000 units. Now 62 banks has become the member in this chain.Problem that is often occurred in ATM Bersama network like : the client of Bank A makes a cash withdraw in the ATM of Bank B, the money doesn't come out but the client account have been debited, money doesn't come out as according to the desirable amount but client account have been debited. Client of Bank A makes a transfer transaction to the account of bank B, the client?s account have been debited, but the objective account has not been credited.PT. Artajasa Pembayaran Elektronis as the organizer of ATM Bersama in handling of its customer complain i.e. the bank members of ATM Bersama issued a Sistem Prosedur Pengoperasian (SPP) consist of information about the regulation for all members of ATM Bersama and the procedures in how to put a complain as well as the process and the time in solving the complain.The purpose of this research was to analyze the satisfaction of the bank members of ATM Bersama to the management complain executed by PT. Artajasa Pembayaran Elektronis. This research uses a quantitative research method by distributing questioners to 62 bank member of ATM Bersama officers which usualy implements the client complain of ATM Bersama. After the data was collected, writer carry out a data processing by Likert scale where the satisfaction of bank members of ATM Bersama is obtained based on the range of scale.From the result of the research, the writer makes a conclusion that in general the bank members of ATM Bersama feel satisfied with the management complain executed by PT. Artajasa Pembayaran Elektronis. The Writer also suggest that PT. Artajasa Pembayaran Elektronis is paying more attention to the bank members, and arrange more meeting with the bank members."