Hasil Pencarian  ::  Simpan CSV :: Kembali

"ABSTRAKPertumbuhan minimarket yang semakin pesat pada setiap tahunnya membuat perubahan-perubahan yang terjadi di masyarakat. Cara pembelanjaan dengan metode self-service, cashless merupakan salah satu perubahan yang dibawa oleh keberadaan minimarket yang berorientasi pada pemenuhan kebutuhan harian konsumen. Kemudahan maupun kelebihan yang dimiiki oleh minimarket berdampak pada pergeseran warung kelontong, sesuai data yang di dapatkan oleh penulis peningkatan pertumbuhan minimarket menjadi sebab tutupnya ribuan warung kelontong yang berada di jakarta dan sekitarnya. Peraturan yang membahas mengenai pertumbuhan minimarket pun masih belum dapat dilaksanakan oleh pemerintah kususnya Pemprov DKI Jakarta yang merupakan tempat pertumbuhan tertinggi minimarket. Omset warung kelontong yang semakin menurun seharusnya menjadi perhatian pemerintah Pemprov DKI dan dapat memberikan solusi untuk tetap mempertahankan keberadaan warung kelontong sebagi roda perekonomian usaha kecil di tengah masyarakat.

---

ABSTRACTThe growth of minimart that always increasing years by years making some value was changing in customer behavior. Nowdays, people do self-service method and cashless of payment that because of the effect of wide spreading of minimart growth. Like warung (indonesian traditional mom-and-pop) , minimart have the same customer segmentation. More than a thousand warung was dissapear because they couldn?t pretend of this global competition. Jakarta?s government should be responsible of this circumstance. Revenue of warung has decreasing day by day. So, the government should be make the solution if they won?t to lose the small enterprise which are the foundation of the circle of Indonesia financial."

"Pada perusahaan yang telekomunikasi bergerak di bidang jasa kualitas layanan dan kepuasan pelanggan menjadi faktor penting. Untuk mencapai kualitas layanan yang lebih baik dan meningkatkan kepuasan pelanggan, perusahaan harus mengacu pada nilai harapan pelanggan. Suatu perbaikan untuk peningkatan kualitas layanan dan kepuasan pelanggan dapat dilakukan dengan mengimplementasikan metode lean six sigma dan metode quality function deployment (QFD) yang penerapannya dilakukan secara sistematis dan terstruktur yang dapat digunakan untuk memproses dan menerjemahkan suara pelanggan menjadi dimensi kualitas layanan dan dimensi penilaian kualitas pelayanan menurut pelanggan. Hasil penelitian ini menunjukkan bahwa dimensi yang paling berpengaruh terhadap penilaian kualitas layanan dan penilaian kualitas pelayanan menurut pelanggan berdasarkan nilai suara pelanggan adalah dimensi kualitas jaringan, dimensi kualitas layanan dari penilaian pelanggan, dimensi responsif, dimensi keandalan dan dimensi empati. Pada perbaikan dengan pendekatan menurut nilai gap internal perusahaan didapatkan skenario 1 dapat dipilih menjadi alternatif perbaikan dengan peningkatan kepuasan pelanggan menjadi 80% karena perbaikan tersebut sesuai dengan kebutuhan pelanggan berdasarkan suara pelanggan. Untuk perbaikan dengan pendekatan berdasarkan gap terhadap nilai kompetitor didapatkan perbaikan skenario 1 dapat dipilih menjadi alternatif perbaikan karena nilai kepuasan pelanggan meningkat menjadi 86% dan perbaikan sesuai dengan kebutuhan pelanggan.

---

In service companies such as telecommunication providers, service quality and customer satisfaction are important factors. To achieve better service quality and increase customer satisfaction, service companies must refer to the nilai of customer expectations. An improvement for service quality and customer satisfaction can be done by implementing the lean six sigma method and the quality function deployment (QFD) method which is implemented in a systematic and structured manner that can be used to process and translate the voice of customer (VOC) into a dimension of service quality and dimensions of service quality assessment according to customers. The results of this study will indicate the most influential dimensions on service quality assessment and service quality assessment according to customers based on VOC nilais. These nilais are network quality, service quality from customer assessments, responsive, reliability and empathy dimensions. In the improvement approach based on the nilai of the companys internal gap, scenario 1 can be chosen as an alternative improvement which increases customer satisfaction to 80% because the improvement is in accordance with customer needs based on the voice of the customer. To improve the approach based on the gap to the competitors score, the improvement in scenario 1 can be chosen as an alternative improvement because the nilai of customer satisfaction increases to 86% and the improvement is in accordance with customer needs."

"Iklim persaingan antar perusahaan telekomunikasi yang saat ini semakin kuat sangat terkait dengan mekanisme perusahaan dalam memberikan layanan purna jual atas jasa yang diberikan serta bagaimana perusahaan dapat membuka hubungan langsung dengan pelanggannya. Perusahaan membangun suatu cara yang dapat menjaga loyalitas pelanggannya. Pendekatan tren teknologi yang dapat menyajikan layanan ini adalah melalui CRM (Customer Relationship Management). Analisis usability pada aplikasi berbasis web dengan mengadopsi model penerimaan pengguna aplikasi, difokuskan pada analisis aspek usability pengguna yang bertindak sebagai pelanggan yang menikmati produk dan layanan suatu perusahaan. Saat ini, sudah cukup banyak teori model penerimaan pengguna terhadap suatu aplikasi. Salah satunya adalah dengan model kepuasan pengguna (User Satisfaction). Pengumpulan data dilakukan dengan survei kepuasan pengguna terhadap aplikasi. Berdasar pada landasan teori yang ada, uji statistik pada model kepuasan pengguna memanfaatkan teori Structural Equation Model (SEM) dan perangkat lunak LISREL 8.80. Hasil penelitian menemukan beberapa kaitan antara variabel laten pengukuran dengan variabel lainnya.Penelitian ini secara khusus menemukenali pula bahwa sajian content memberikan pengaruh positif secara signifikan terhadap kepuasan pengunjung website, dibanding aspek Ease of Use, Customization dan Download Delay. Hasil penelitian juga menghasilkan rekomendasi perbaikan atas aplikasi yang diharapkan dapat meningkatkan kemanfaatan (usability) aplikasi.

---

AbstractThe Atmosphere of competition among telecommunications companies that are currently growing strongly associated with the mechanism of the company in providing after-sales service for services given and how the company can open a direct relationship with customers. Company builds a way that can keep the loyalty of its customers. Approach to technology trends that can provide these services are through the CRM (Customer Relationship Management). Analysis of usability in web-based applications by adopting a model of user acceptance of applications, focused on the analysis of usability aspects of the user who acts as the customer who enjoys the company's products and services. Currently, there are some theoretical models of user acceptance of an application. One way is to model user satisfaction (User Satisfaction). The data was collected with a user satisfaction survey of the application. Based on the existing foundation theory, statistical tests on the model of user satisfaction utilizing the theory of Structural Equation Model (SEM) and LISREL 8.80 software. The study found some association between the latent measurements variables with other variables. This study specifically identifies that the content provided also provides a significantly positive influence on satisfaction of website visitors, than the aspect of Ease of Use, Customization and Download Delay. The results also generate recommendations for improvement for applications that are expected to increase the usefulness (usability) applications."

"Public service is one of government functions provided to the wealth and security for the people. In fact, however, low service quality of public; servic could be found at nearly all governmental organizations and bureaucracies, including Kantor Pelayanan Pajak BUMN (KPP BUMN). This such tendency potentially low satisfaction of taxpayers so that it creates reluctance of taxpayers to fulfill their obligation which eventually the optimum government revenues cannot be obtained. This research was aimed to study the condition of service quality and the level of taxpayers satisfaction at KPP BUMN and also be intended to know the relationship of services such as physical evidence, responsiveness, reliability, assurance and empathy with the level of taxpayers satisfaction at KPP BUMN. Using survey method, 184 taxpayers were participated obtained by employing simple random sampling. Questionnaires were used to collect data, and descriptive analysis and Rank Spearman correlation were employed to analyze. Generally, the services of KPP BUMN was in a good condition. However, it had yet to fulfill the expectations of taxpayers, this study also found that the taxpayers had yet to satisfied with the services of KPP BUMN. The indications were there were gaps between the expectations of taxpayers and service performance. The service quality of KPP BUMN needs to be increased by making complaint handling procedure, information, suggestions, or questions of taxpayers, maximizing complaint centre, providing trainings for employees, increasing facility maintenance budget, and doing evaluations of services provided regularly."

"Dengan adanya banyak factor yang mempengaruhi loyalitas pelanggan terhadap Bank Syariah, peneliti ingin mengetahui pengaruh dari kepercayaan, kepuasan pelanggan dan citra perusahaan terhadap loyalitas pelanggan kepada Bank Syariah. Teknik analisis yang digunakan adalah Structural Equation Modeling ( SEM ).Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan dan positif terhadap kepercayaan, kepercayaan berpangaruh signifikan dan positif terhadap loyalitas pelanggan dan kepuasan pelanggan juga berpengaruh positif terhadap citra perusahaan sedangkan untuk kepuasan pelanggan tidak berpengaruh signifikan terhadap loyalitas pelanggan.

---

With many factors that are affect on Customer Loyalty in Islamic Banking, researchers want to know how Trust, Customer Satisfaction and Image affecting Customer Loyalty in Islamic Banking. The analysis technique used is Structural Equation Modeling (SEM).

The results show that image has a significant and positive effect on trust, trust has a significant and positive effect on customer satisfaction, customer satisfaction has a significant and positive effect on image and customer satisfaction does not has a significant effect on customer loyalty."

"ABSTRAKPenelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi kepuasan pengguna SCeLE di Jurusan Akuntansi FEB UI dengan mengaplikasikan model End-User Computing Satisfaction. Metode analisis yang digunakan pada penelitian ini adalah Partial Least Square (PLS). Faktor-faktor yang memengaruhi kepuasan pengguna terdiri dari konten, akurasi, bentuk, kemudahan penggunaan, dan ketepatan waktu. Selain itu, penelitian ini juga melakukan uji beda terhadap tingkat kepuasan yang dilakukan dengan menggunakan independent sample t-test. Hasil penelitian menunjukkan bahwa semua faktor yang terdapat dalam model End-User Computing Satisfaction berpengaruh signifikan terhadap kepuasan pengguna. Selain itu, hasil uji beda menunjukkan bahwa terdapat perbedaan tingkat kepuasan antara mahasiswa laki-laki dan mahasiswa perempuan., dan terdapat perbedaan tingkat kepuasan antara mahasiswa angkatan awal dan mahasiswa angkatan akhir.

---

ABSTRACTThis research aims to analyze the factors affecting SCeLE?s user satisfaction on Accounting Department of FEB UI by applying End-User Computing Satisfaction model. The analysis is conducted by using Partial Least Square method. Factors that affect user satisfaction, based on End-User Computing Satisfaction model are consists of content, accuracy, format, ease of use, and timeliness. This research also conducts independent sample t-test. The results showed that all of the factors which carried by End-User Computing Satisfaction model have significant impact to SCeLE?s user satisfaction. Furthermore, this research also implies that there is statistically significant difference in terms of satisfaction level between male student and female student, and there is also statistically significant difference in terms of satisfaction level between first year student and fourth year student"