Jurnal Universitas 17 Agustus 1945 Surabaya
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Measuring Customer Satisfaction with the Service Quality of PDAM Tirta Satria, Banyumas
Get PDFAccording to data from the Indonesian Statistics Agency, the number of PDAM users in Banyumas Regency in 2023 was 52.5%. Good PDAM service can be seen from customer satisfaction with the performance of PDAM Tirta Satria Banyumas Regency. Many customers have complained about PDAM Tirta Satria, which means that the customer is less satisfied with the provided services. It is necessary to improve performance. However, to increase customer satisfaction, the services provided by PDAM Tirta Satria still need to be addressed, such as services that are not fast and precise, as well as various other indicators. This can be seen from the number of gaps calculated using the Servqual method, and the Cartesian diagram shows the main priority to be improved. According to the data agency, this study aims to measure customer satisfaction with the services and performance that PDAM Tirta Satria Banyumas has carried out. The method used is quantitative, with 204 respondents being various PDAM Tirta Satria Banyumas Regency customers. The data were analyzed using reliability and validity tests to prove that the data used were valid and reliable. The results showed that five dimensions need improvement: responsiveness, empathy, assurance, communication, and physical evidence. There needs to be an improvement in the quality of customer service through staff training and providing communication channels to improve the customer complaint handling system to be more responsive and timely
PENGARUH KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN PADA FN FRESH ORANGE MALANG
Get PDFPenelitian ini betujuan untuk mengetahui pengaruh kualitas produk terhadap keputusan pembelian konsumen pada FN Fresh Orange Malang secara parsial. Penelitian ini termasuk kategori deskriptif kuantitatif, Populasi dalam penelitian ini adalah semua pengunjung dan calon pengunjung pada FN Fresh Orange Malang yang berjumlah tidak terbatas. Teknik pengambilan sampel yang akan digunakan adalah dengan cara random sampling (acak), sehingga sampel dalam penelitian ini adalah sebagian dari populasi yaitu 97 responden.
Hasil penelitian menunjukkan nilai koefisien regresi nilai koefisien variabel kualitas produk (X) bernilai positif yaitu 0,202. Nilai r (korelasi) menunjukkan nilai sebesar 0,268 atau 26,8% hal ini menunjukkan terjadi hubungan yang rendah antara variabel independen kualitas produk (X), terhadap keputusan pembelian (Y). R Square menunjukkan nilai sebesar 0,072 atau 7,2%. Hal ini menunjukkan bahwa variabel independen kualitas produk berpengaruh 7,2% terhadap keputusan pembelian. Secara parsial menunjukkan bahwa kualitas produk berpengaruh terhadap keputusan pembelian yang ditunjukkan nilai t hitung sebesar 2,714, dengan demikian t hitung > t tabel (2,714 > 1,98525).
Maka dapat disimpulkan bahwa kualitas produk berpengaruh terhadap keputusan pembelian, semakin tinggi kualitas produk maka keputusan pembelian semakin meningkat dan semakin rendah kualitas poduk maka keputusan pembelian semakin menurun
KESESUAIAN PERAN DEWAN PENGURUS SYARIAH (DPS) DENGAN FATWA DSN MUI DALAM MEWUJUDKAN IGCG DI BMT NURUL JANNAH GRESIK
Get PDFKeberadaan Dewan Pengawas Syariah (DPS) merupakan elemen kunci dalam memastikan bahwa lembaga keuangan syariah beroperasi sesuai dengan prinsip-prinsip syariah. Penelitian ini bertujuan untuk menganalisis pentingnya DPS di BMT Nurul Jannah Gresik, mengkaji implementasi Islamic Good Corporate Governance (IGCG), serta mengidentifikasi permasalahan yang dihadapi dalam pelaksanaan tugas DPS. Penelitian ini menggunakan metode kualitatif dengan pendekatan field research melalui wawancara, observasi, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa DPS di BMT Nurul Jannah telah menjalankan tiga peran utama menurut AAOIFI, yaitu pengarahan, penilaian, dan pengawasan terhadap operasional lembaga, serta telah berkontribusi dalam penerapan prinsip IGCG berbasis prinsip TARIF (Transparansi, Akuntabilitas, Responsibility, Independence, dan Fairness). Namun, peran edukasi kepada masyarakat belum dilaksanakan secara optimal. Permasalahan lain yang dihadapi adalah keterbatasan sosialisasi prinsip syariah kepada anggota dan minimnya pelatihan untuk meningkatkan kompetensi DPS. Studi ini menyimpulkan bahwa optimalisasi peran DPS sangat diperlukan untuk menjaga integritas lembaga serta meningkatkan literasi keuangan syariah di masyarakat. Implikasi dari penelitian ini mendorong perlunya pelatihan berkala bagi DPS, peningkatan hubungan dengan DSN-MUI, serta pemanfaatan teknologi digital dalam mendukung pengawasan syariah secara efektif.
Kata kunci: Dewan Pengawas Syariah, Islamic Good Corporate Governance, BMT Nurul Jannah, Kepatuhan Syariah, IGC
PENGARUH PERTUMBUHAN PENJUALAN DAN STRUKTUR AKTIVA TERHADAP STRUKTUR MODAL
Get PDFThis study aims to determine the effect of sales growth and asset structure on capital structure. This study was conducted on manufacturing sub-sector companies in the LQ45 category listed on the Indonesia Stock Exchange for the 2018-2022 period. The population used was all manufacturing sub-sector companies in the LQ45 category listed on the Indonesia Stock Exchange for the 2018-2022 period. The number of samples used in this study was 9 companies with a purposive sampling method. The data collection technique used company annual report documentation and the collected data was analyzed using IBM SPSS Version 25 analysis. The results of the study showed that simultaneously the variables of sales growth and asset structure simultaneously had a significant effect on capital structure. While partially the sales growth variable did not have a significant effect on capital structure. The asset structure variable had a significant effect on capital structure.
Keywords: Sales Growth, Asset Structure, and Capital Structure
The Influence of Human Resource Development and Empowerment on Employee Performance
Get PDFThis study aims to analyze the effect of human resource development (X₁) and human resource empowerment (X₂) on employee performance (Y) at PT. Hijau Lestari Raya Fibreboard, Banyuasin Regency. Human resource development includes training, skill enhancement, and continuous education for employees, while human resource empowerment focuses on increasing motivation, engagement, and autonomy in the workplace. Employee performance is measured based on productivity, efficiency, and work quality. The research employs a quantitative approach using a survey method. Data were collected through questionnaires distributed to employees of the company. The data analysis was conducted using multiple linear regression to determine the influence of the independent variables (X₁ and X₂) on the dependent variable (Y). The results indicate that both human resource development (X₁) and human resource empowerment (X₂) have a positive and significant impact on employee performance (Y). Skill development and opportunities for participation in decision-making have been proven to enhance work effectiveness and productivity. Therefore, the company is recommended to continuously improve training programs and empower employees to achieve optimal performance.
Keywords: Human Resource Development, Employee Empowerment, Employee Performance, Multiple Linear Regression, PT. Hijau Lestari Raya Fibreboar
The Influence of Job Insecurity and Career Development on Employee Loyalty at Informa PTC Palembang
Get PDFThis study aims to analyze the influence of job insecurity and career development on employee loyalty at Informa PTC Palembang. The research employs a quantitative approach with a saturated sampling technique, where all 95 employees in the population were included as respondents. Data were collected through questionnaires and analyzed using statistical tests, including partial test (t-test), simultaneous test (F-test), and coefficient of determination (R²). The results indicate that job insecurity and career development significantly influence employee loyalty both partially and simultaneously. The coefficient of determination shows that 27.9% of the variation in employee loyalty is explained by these variables, while the remaining 72.1% is influenced by other factors outside the research model. The findings suggest that the company should focus on managing job insecurity and strengthening career development programs to enhance employee loyalty
Keywords : Job Insecurity, Career Development, Employee Loyalt
KINERJA TURBIN GAS MIKRO BERBAHAN BAKAR LPG DENGAN VARIASI NILAI AIR FUEL RATIO (AFR)
Get PDFThe demand for electrical energy is expected to increase annually, making it necessary to reduce reliance on the main power grid. One solution is the use of micro gas turbines, which have a smaller power capacity and require fewer components compared to general gas turbines. In an experimental study, the impact of variations in air fuel ratio on the performance of micro gas turbines was investigated. The results showed that higher air fuel ratios led to an increase in the turbine's performance. The highest values recorded were 0.10 kJ/s for compressor work, 2.81 kJ/s for turbine work, 2.77 kJ/s for net work, 26.25 kJ/s for incoming heat, 8.54% for back work ratio, and 22.3% for thermal efficiency. This indicates that the air fuel ratio indeed influences the performance of micro gas turbines.
Kata kunci: air fuel ratio, micro gas turbine, LPG fuel, micro gas turbine performance
Brand Experience Sampling in Developing Brand Identification and Effective Customer Experience to Increase Customer Satisfaction in The Automotive Industry
Get PDFIn the highly competitive automotive industry, understanding the factors infl uencing customer satisfaction is crucial for long-term success. This study addresses the gap in research by comprehensively examining the combined eff ects of Brand Experience, Brand Identifi cation, and Eff ective Customer Journey on customer satisfaction. Using a structural equation modeling method with a partial least squares approach, data were collected through surveys involving individuals with experiences using specifi c car brands. The analysis reveals that both Brand Experience and Brand Identifi cation positively infl uence customer satisfaction. Additionally, the Eff ective Customer Journey, which encompasses how customers interact with brands throughout the purchasing and usage process, signifi cantly impacts customer satisfaction. These fi ndings highlight the need for marketing strategies that holistically integrate Brand Experience, Brand Identifi cation, and Eff ective Customer Journey to enhance customer satisfaction in the automotive sector. The study provides valuable insights for brand managers and marketing professionals to better understand and manage the critical factors shaping customer satisfaction
Enhancing Customer Retention Through Satisfaction: The Impact of Service Quality and Hedonic Value in Online Auction KOI Nusantara Company
Get PDFThis study aims to describe and analyze the eff ect of hedonic value and service quality on customer retention and satisfaction, analyze the eff ect of customer satisfaction on customer retention, and analyze the eff ect of hedonic value and service quality on customer retention through customer satisfaction at KOI Nusantara online auction company. The research location is KOI Nusantara, an online auction company. The data analysis technique in this study uses Structural Equation Modeling (SEM) analysis. The research fi ndings show that hedonic value and service quality create positive experiences and increase satisfaction and customer trust. Whereas service quality has a greater eff ect on retention, hedonic value has a greater eff ect on customer satisfaction. Furthermore, customer satisfaction, especially from product reuse, has a greater eff ect on customer retention. Both service quality and hedonic value will be more eff ective in increasing retention if customer satisfaction is supported. The research contribution is strategic recommendations for online auction companies, such as KOI Nusantara, to improve service quality and increase customer retention. In addition, it is important to create hedonic value to increase customer satisfaction, which ultimately strengthens customer loyalty. The fi ndings provide new insights into the priorities of customer experience management. They can be used to design more eff ective service and marketing strategies in the online auction industry