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Evaluasi atas tindak lanjut survei kepuasan pelanggan di lppom mui
Full text linkCustomer satisfaction survey is a common method used by a service provider in order to obtain feed back from customer as well as close the gap between customer expectation and perceived quality. Feed back from customers can make them possibly to define level of quality of service by themselves. If a service provider can satisfy its customers, it means that it will retain its customers. LPPOM MUI as an authorized halal certifying body in Indonesia has been aplying online registration by using CEROL SS-23000 application in order to increase level of service quality to its customers. LPPOM MUI has conducted customer satisfaction survey three times from 2015 up to 2017. After conducting the survey, LPPOM also performed the follow-up based on the result of the survey.
The purpose of this research are (1) to know about the follow up of customer satisfaction evaluation of LPPOM MUI, (2) to analyse the impact of the follow-up implementation progress versus re-evaluation by LPPOM MUI’s customer group on the follow-up, (3) to provide recommendation(s) if the customers perceive the follow-up implementation still does not fulfill their service quality expectation. The methods used was qualitative descriptive analysis based on follow-up of LPPOM MUI’s customer satisfaction survey versus re-evaluation of LPPOM MUI’s seven customer groups on the follow-up.
The survey of customer satisfaction on customers done based on 5 dimension of ServQual and 20 atributes of quality service level that defined by LPPOM MUI. The follow-up, then, defined by LPPOM MUI in order to close the gap between expectation and perception of customer on the quality of service level for the selected top 5 highest gap score. This research done in order to analysis the impact based the follow-up of LPPOM MUI internally versus the feed -back of LPPOM MUI’s seven customer group on the progress of follow-up effect.
The top 5 qulity atributes gap score (between customer’s expectation and perceived quality) that selected by LPPOM MUI were (1) notification is available if any change applied or CEROL SS-23000 broken; (2) the ease of phone contacting; (3) responding time on customer’s email; (4) halal certification processing time ; (5a) responding time on post audit process; (5b) the new material usage approval processing time. Based on the top 5 atributes gap score, LPPOM MUI conducted some follow up action plans in order to close the gap. Seven customer group of LPPOM MUI then gave the feedback about the “progress of follow-up” as to close the gap. Based on the feedback, it is concluded that not every customer group satisfied with the impact of the follow-up, especially for the group with highly risk of haramness, high numbers of materials used, and high numbers of production facilities. The attributes still need much improvements are 1) the phone contacting easiness, 2) responding time to customer’s email; 3) notification is available if any change applied or CEROL SS-23000 broke
Analisis kualitas layanan, kepuasan dan loyalitas mahasiswa politeknik negeri jakarta (kasus di bagian administrasi akademik dan kemahasiswaan)
Full text linkAs an institution, universities have a responsibility in providing good
services in order to provide satisfaction to students. Students are not only as
participants in the process in higher education but also as consumers. Higher
education is a service industry where service quality is a critical determinant in the
success of higher education institutions. Higher Education is an institution that is
engaged in providing higher education services that must provide good services
for students as consumers. By providing good quality of service, satisfaction can
continue to increase, which in turn will foster loyalty for its graduates so that it
will have a positive impact on tertiary institutions.
This study used a survey method by distributing questionnaires to 312
respondents. Data were collected using purposive sampling technique by
determining specific characteristics that fit the purpose of the study so as to
answer the research questions. As for the characteristics or sample criteria taken in
this study are the final semester students. The sample taken in this study is the
final semester students, because the final semester students are estimated to have a
lot or have felt all the services at BAAK PNJ. Methods of data analysis using
descriptive statistics and Structural Equation Modeling (SEM) using the LISREL
8.7 program.
The results showed that service quality had a positive and significant effect
on student satisfaction. The most important dimension in measuring service
quality is assurance, which is shown by the clarity of service schedules and
empathy shown by the ability of officers to provide professional services. Then
satisfaction has a positive and significant effect on student loyalty, where all
satisfaction indicators show good grades. Then satisfaction has a positive and
significant effect on student loyalty, where all satisfaction indicators show good
grades
Analisis kepuasan perguruan tinggi swasta terhadap pelayanan lembaga layanan pendidikan tinggi
No full textProviding excellent service is an obligation that must be met by government agencies. The Agency of higher education service region XIII is one of the government institutions that aims to improve the quality of higher education in its working area.
This study aims to measure the satisfaction of private higher education institutions given by The Agency of higher education institutions in Region XIII. The focus of the study is satisfaction with the five service dimensions, namely tangible, reliability, responsiveness, assurance, and empathy.
The study was conducted by survey method of 106 private higher education institutions using a questionnaire. Each private higher education institutions was taken by two respondents consisting of private higher education institutions leaders and lecturers who were selected based on the submission for the carrier path of last year. The selection of lecturer respondents used a purposive sampling technique, which is a lecturer who has proposed a carrier path while still in Kopertis status and has submitted a document when changing to The Agency of Higher Education Service in Region XIII. The sample was chosen based on the ease of researchers in communicating with respondents. Data were analyzed using GAP Analysis and importance performance analysis to see the level of satisfaction and identify indicators that are priorities for improvement. To find out the private higher education institutions satisfaction index, data were analyzed using the Customer Satisfaction Index (CSI) so that the private higher education institutions satisfaction level was obtained overall.
The results showed there was still dissatisfaction with the services provided by The Agency of Higher Education Service in Region XIII. The highest dissatisfaction for institutional administrative services is found in the accuracy of employee promise indicators of 63.21 percent. The highest gap for staffing administrative services is in the staffing service procedure indicator of 81.13 percent. This shows that The Agency of Higher Education Service in Region XIII services have not met PTS expectations. By using IPA Analysis, priority improvements are made to physical facilities indicators, information clarity, service procedures, accuracy of employee appointments, knowledge held, timely service readiness, seriousness, sincerity and patience of employees. CSI calculation results obtained satisfaction index of 80 percent for institutional services and 78 percent for staffing services, this value is in the satisfactory criteria. The results of this study indicate that the services provided by The Agency of Higher Education Service in Region XIII have satisfied private higher education institutions however the services have not meet their expectation. Managerial implications that can be formulated are improving services on the area of institutional affairs and human resources issues
Pengaruh kualitas pelayanan dan kinerja pelatih terhadap kepuasan peserta pelatihan di pusdikzi
Full text linkPusdikzi is an Education and Training Institution which is a branch of the Indonesian Army Engineer (Zeni TNI-AD). Pusdikzi has a strategic role in fostering the Soldiers professionalism of Zeni TNI-AD. However, in reality, there are still some obstacles in the implementation of training.
The purpose of this research are: 1) To analyze the quality of training Service at Pusdikzi 2) To analyze the satisfaction level of training participants, on the quality of trainers Service and performance at Pusdikzi 3) To analyze the effect of Service quality on training participants satisfaction at Pusdikzi 4) To analyze the effect of trainers performance on training participants satisfaction at Pusdikzi.
The data needed for this research, was taken from two sources, namely: primary data and secondary data. Primary data obtained by direct interviews with several respondents, by asking a number of questions through a questionnaire. In this research, the sampling technique used is stratified random sampling, which is said to be stratified because the sampling of members of the population is done randomly and taken per each layer based on the group or rank in the population. The number of samples to be used in this research were 330 respondents. In this research, the data analysis method used is descriptive analysis, IPA and CSI analysis, and Structural Equation Model (SEM). Data processing use LISREL software.
The results of the structural model showed that the quality of service had a significant effect on the satisfaction of trainees. It means that the increase in service quality is directly proportional to the satisfaction level of the trainees. The performance of the trainer has a significant effect on the satisfaction of the trainees. It means that the improvement in the performance of the trainer is directly proportional to the level of satisfaction of the trainees
Strategi perubahan perilaku masyarakat dalam menggunakan alat pembayaran elektronik
Full text linkThis study analyzes the use of Electronic Payment Instrument (EPI) problems in Indonesia. In this study, EPI consists only of debit and credit card. Nowadays, the use of EPI still has complex problems in Indonesia.
In order to obtain a comprehensive study, data are collected by conducting survey to experts and society of EPI user. Besides that, data are obtained from secondary sources, so that the conclusion can describe a real condition from any perspective.
Based on survey result and the secondary data, analysis is conducted with four theories, descriptive statistics, soft system methodology (SSM), structural equation modelling (SEM) and analytical hierarchy process (AHP) with main of conclusion that in the use of EPI, there are still several problems. There are three main problem aspects of the use of EPI that consist of infrastructure, human resources, and regulation aspects.
The infrastructure aspect is divided into two main problems, information technology (IT) and the availability of electronic data capture (EDC) in merchant that has not been evenly distributed. These problems can be resolved by coordinating with Ministry/Institution and making linkage program between merchant and EPI issuer related to the availability of EDC in merchant. Besides the availability EDC, there is a problem related to business calculation, merchant discount rate (MDR) percentage that is too high to be applied. Therefore there is need for coordination and facilitation between EPI issuer with merchant. Besides that, there is need for education and linkage program for them.
Regarding human resources aspect, there are two problems of EPI use, firstly it concerns competence of employees in operating EDC, so the employees need more intensive training. Furthermore, a problem caused by society behavior can be resolved by change management based on massive literacy.
To ensure the implementation of use of EPI, there is need for regulation that regulates cashless transaction. In order to create acceleration of cashless society, it needs more coordination, harmonization, and collaboration among all related parties
Strategi peningkatan kinerja divisi gedung pt hutama karya (persero) dalam menghadapi persaingan bisnis konstruksi gedung
Full text linkIn the midst of the many private and multinational construction companies
in Indonesia have an impact on state-owned construction companies. Company
must prepare itself to be a competent partner in welcoming the arrival of
multinational construction companies in helping accelerate the development of
National infrastructure. PT Hutama Karya (Persero) Building Division is a Division
of PT Hutama Karya, a state-owned company engaged in construction services
specifically for the work of the High Rise Building. There is a phenomenon in 2017
when other companies experienced an increase in their revenue on the other hand,
the Division of PT Hutama Karya Building experienced a decline in revenue in
building construction services. Companies must have a performance improvement
strategy to face competition from other construction service industry competitors.
The purpose of this study is to analyze the condition of the company, identify
external and internal strategic factors and make alternative strategies and priority
strategies used to improve company performance.
This research is a descriptive research with quantitative methods, which
provides an in-depth description of the research problems with data expressed in
the form of numbers. Primary data obtained is the result of in-depth interviews with
experts. Respondents in this study were Head of Division, Senior Production
Manager, Senior Manager of Construction Business Development, Senior Manager
of Financial Administration, and from external respondents namely construction
supervisors and project owners. Secondary data from company documents and
journals.
The processing and analysis techniques used are internal analysis, external
analysis. Evaluate the external and internal environment using the EFE and IFE
matrices. Formulation of alternative strategies with SWOT matrix and priority
strategies with the Quanitative Strategy Planning Matrix (QSPM) method.
The results of the study show that the factors caused the decline in company
performance came from the lack of winnings in getting projects during tenders.
Analysis external of the company's environment shows that in terms of
opportunities for the presidential decree plan related to state-owned holding
construction, it is a priority that can be utilized by the company. In terms of threat,
the company is wary of competition between grade 7 contractor companies. Internal
analysis shows the strength of the company in the big names of BUMN karya and
company reputation. In terms of weakness, marketing personnel are less capable of
initiating projects that will be obtained.
The score for external analysis was 2.97 and the internal environmental
analysis score was 3.04. In the IE matrix analysis, the company's grand strategy is
in the position of cell IV where the position is growing and building.
This research resulted in 7 alternative strategies, there are utilizing big
names of BUMN to be aggressive in marketing (initiating projects / creating
projects), offer tender prices with a Cost of 89%, applying MoU with specialist
suppliers and sub-contractors, Accelerate the process of vendor billing for a maximum of 1 month disbursement, provide lobbying and negotiation skills
training on the project team, carry out joint operations with other project planners /
contractors, avoid the cost that are not in recorded. From 7 alternative strategies
using the Quantitative Strategy Planning Matrix (QSPM) method, the 3 main
priority strategies are utilize the big names of BUMNs to be aggressive in marketing
(initiating projects / creating projects), provide lobbying and negotiation skills
training on the project team, carry out joint operations with other project consultant
planners / contractors.
The suggestion in this study is that it is necessary to create a marketing team
with the person in charge of each portfolio so that they can focus on getting the
project and can oversee the project from the planning stage, the project team plays
a role in marketing agents, joint operation with contractors or project consultant
planners. After that, further analysis can be carried out on the implementation of
the strategy
Analisis faktor yang menjadi pertimbangan investor untuk berinvestasi pada startup (studi kasus startup learn-quran.co)
Full text linkhe rapidly growing startup that happened all over the world, including Indonesia, not only caused by technology development and internet invasion but also the investor who participates in taking risk through their funds in this high-risk-high-return industry. The study aims to determine investor perceptions before they decided to invest in a particular startup by used Learn-Quran.co company as a study case.
The research was conducted by carrying out a depth interview on the internal party (startup Learn-Quran.co) to find out the current conditions and strategies of the company, and external parties (three investors and three startups who have received funding from investors) to get a view on influence investors in investing as well as opinions related to startup Learn-Quran.co. Data from interview results were processed using the IPA (Importance-Performance Analysis) method. Twenty-nine indicators are used as a reference to consider whether this affects investors to invest in startups. From the results obtained, it showed that some signs are very influential on investor decisions and some have no effect.
The recommended strategies for Learn-Quran.co startups are 1) increasing the focus of product development based on indicators considered necessary by investors based on Importance-Performance Analysis, 2) marketing specific market segments, 3) cooperating with certification bodies for customers who already passed Al Quran reading through the Learn Quran Tajwid application
Model kolaborasi antara perbankan syariah dengan financial technology (fintech) syariah
Full text linkAs the development of information technology is supported by rapid internet penetration, a number of digital financial services have emerged that make it easier for people to make transactions and obtain financing. This digital financial service is called financial technology which is then abbreviated as fintech. The presence of fintech is often associated with the banking sector. Banking and fintech have weaknesses and strengths that are complementary and very likely to collaborate in improving the nation's economic progress. Based on this, there is opportunity for Islamic banking and fintech. The opportunity is supported by Islamic bank products that can meet all the needs of the community. Problems with sharia banking market share growth, namely product financing products that have a characteristic focus on Islamic banking on the existence of national and international markets. Various developments in the fintech industry, regulator recognition, and the broad potential of the community towards financial access, have enabled a strategy to connect Islamic and fintech banking.
The objectives of this study are: 1) To identify strategic issues between banking and Islamic fintech, 2) Analyze the formulation of appropriate strategies for banking integration and sharia fintech, 3) Formulate appropriate collaboration models for Islamic banking and fintech integration.
The analytical method used consists of analysis of strategic factors for the external environment with the framework of Politic, Economy, Social, Technology, Legal, Environment (PESTLE) and for the internal environment with functional frameworks (marketing, sales, operations, finance, HR), External Factors analysis Evaluation (EFE), Internal Factors Evaluation (IFE) analysis, External Internal analysis (IE), SWOT matrix analysis, and ANP.
The results of the analysis show that the external banking strategic factors and sharia fintech include 5 opportunities and 5 threats. The Islamic banking internal strategic factors include 6 strengths and 4 weaknesses. In this study Islamic banking and fintech get EFE 3.11 and IFE 3.00. The position of the banking and Islamic fintech in the IE matrix is quadrant I which means grow and build with a choice of intensive and integrative strategies.
The results of the SWOT analysis provide several strategies that can be implemented namely in the form of 2 SO strategies, 2 ST strategies, 3 WO strategies, and 1 WT strategy. The choice strategy is then to determine the priorities of each strategy and alternative strategies that will be used for sharia banking and fintech collaboration
Analisis pemasaran berbasis hubungan pt xyz dengan horeka di bogor
Full text linkThe cause of the high demand for beef is due to the increasing population and the growth of the beef processing industry, and the tourism industry (hotels and restaurants). The influence of the growth of the tourism industry which is also the influence of the increasing demand for beef occurs also in the Bogor City and Regency. This research was conducted at PT XYZ with business partners Horeka in Bogor. The relationship between PT XYZ and 100 business partners in Bogor is a marketing relationship between suppliers and suppliers, in which PT XYZ acts as a supplier and company as a product distributor to end consumers. Relationship-based marketing is a concept to develop sustainable long-term relationships between sellers and buyers. The advantage that will be obtained by the seller is the repetition of the business in the form of offers of cooperation or increased sales. In communication-based marketing relationships have a crucial role. Communication requires commitment in its fulfillment, if the commitment is fulfilled, there will be trust between PT XYZ and Horeka's business partners in Bogor. So to see these aspects in a comprehensive manner it is necessary to learn how the pattern of relationships that occur so that it can facilitate formulating future business strategies.
The purpose of this study is to analyze the marketing-based relationship between PT XYZ and business partners in Bogor and to measure the contribution of each aspect to the relationship-based marketing model. Data on this relationship-based marketing research was obtained from the results of interviews with PT XYZ management, as well as data from face-to-face interviews with questionnaire tools to respondents, namely PT XYZ's business partners Horeka. The sample in this study was horeka who became business partners of PT XYZ. Data was obtained by the census method on 100 horeka business partners who had made purchases at least twice in the past month in PT XYZ up to August 2018. The research method used in this study was descriptive analysis using the Top two boxes method and Structural Equation Model (SEM) with Lisrel tools.
Based on the results of the descriptive analysis, it can be seen that 98 percent of the people try to promote mutually beneficial cooperation. The results of the SEM model analysis show that the patterns of linkages that occur in relationship-based marketing of PT XYZ with their business partners are not only based on financial gain alone. Because the relationship built between PT XYZ and Horeka business partners is based more on trust based on flexible business practices
Analisis strategi pengembangan bisnis pt.taf (toyota astra financial services)
Full text linkThe well-developing business in automotive sector shows significant improvement every year. The higher number of sales also reflects community’s strong interest to own private vehicle. The data released by Gabungan Industri kendaraan Bermotor (Gaikindo) or the Association of Automotive Industries presented the whole sales of four-wheel vehicle reached 1.079.308 units in 2017, which exceeded 1.1 millions units in 2018.
This research was conducted to identify the current business strategies applied by PT TAF, carry out SWOT analysis, and propose enhancement strategies to develop the business in the future. Research data were collected from 7 samples who were selected using purposive sampling method. The obtained data were then analyzed using BMC, IFE analysis, EFE, SWOT matrix and QSPM analysis. The results of those analysis indicated the prioritized strategy that can be implemented to develop the business run by the company.
The results of this research showed that there were 2 elements out of nine that had the potentials to be further reinforced; channel and revenue streams. Those elements obtained the highest values of Strength, Weakness, Opportunities, and Threat, making them potential elements to be enhanced. Alternative strategies for each element were then designed, out of which prioritized strategies were determined.
There were 6 strategies related to the two elemnets that can be further improved by PT TAF including:
1. Creating application (digitalization) of information, simulation, credit application for both consumers and dealers.
2. Providing low-interest funding for RO consumers (Repeat Order) or AO consumers (Additional Order).
3. Hiring more sales officers in dealer to improve the sales.
4. Opening up new branch offices.
5. Increasing the spread (profit margin) from consumers who will pay off their installments and those who have paid off their installments (healthy credit history) by conducting non-retail funding program.
Enhancing the values of competitiveness (reward) for dealers.
Out of those six strategies, two strategies have been determined as the prioritized strategies that can be enhanced; creating applications (digitalization) of information, credit application simulation for consumers and dealers with Total Attractiveness Score of 6.733 (highest TAS value). Meanwhile, increasing the spread (profit margin) form the consumers who will settle and have settled their credit (healthy credit history) from non-retail funding program obtained TAS value of 6.649