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All Journal Journal of Sharia (JOSH) Journal of Shariah Economics
hanny lubaba
Universitas Sunan Drajat Lamongan
Religion Economics, Econometrics & Finance Education Social Sciences Other

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Analisis Keluhan Pelanggan Toserba Pusat Pondok Pesantren Sunan Drajat Dan Strategi Perbaikan Pelayanan Hanny Lubaba; Leyla Ashifa P; Julia Firnanda W
JOURNAL OF SHARIA ECONOMICS Vol. 8 No. 1 (2026): Journal of Sharia Economics
Publisher : Program Studi Ekonomi Syariah, Fakultas Ekonomi dan Bisnis Islam, Universitas Al Hikmah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35896/2bp49655

Abstract

This study aims to analyze the most dominant customer complaints, examine management responses, and formulate service improvement strategies at Toserba Pusat Pondok Pesantren Sunan Drajat Lamongan. The study employs a descriptive qualitative approach supported by simple quantitative data. Data were collected through questionnaires distributed to 100 respondents and interviews with management on each floor of the department store. Quantitative data were analyzed by calculating the mean and percentage values of several indicators, including service, product availability, price, and consumer preference. Meanwhile, qualitative data were analyzed through data reduction, data presentation, and conclusion drawing. The results show that customer complaints vary across floors. On the first floor, complaints are mainly related to price clarity and cashier service speed. On the second floor, the dominant complaints concern product availability, particularly the out-of-stock condition of several electronic products. Meanwhile, on the third floor, complaints are associated with low customer preference, influenced by limited product variety and price perception. Management responses include routine evaluations, recording customer needs, and ordering products from suppliers. Service improvement strategies implemented include adding cashier units and price scanning machines, procuring products based on customer demand, and implementing product innovation and discount programs to increase customer satisfaction and loyalty.
Otonomi Daerah, Kebijakan Publik, dan Penguatan Demokrasi Lokal di Kabupaten Lamongan Moh Sa’diyin; Sutopo Sutopo; Hanny Lubaba
JOSH: Journal of Sharia Vol. 5 No. 01 (2026): Vol. 05 No. 01 Januari 2026
Publisher : Universitas Sunan Drajat Lamongan, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55352/josh.v5i01.2670

Abstract

Regional autonomy in Lamongan Regency plays a very important role in strengthening local democracy and ensuring that the resulting public policies are responsive to the needs of the community. In this context, the active participation of the community in the policy-making process is the key to achieving the goal of effective and sustainable regional autonomy. Strengthening the capacity of local governments, along with community involvement in decision-making, is indispensable to achieve equitable and sustainable development. The successful implementation of regional autonomy in Lamongan Regency is expected to be a model for other regions in increasing community participation and the quality of public services. Collaboration between local governments and communities not only strengthens regional autonomy, but also supports sustainable development throughout Indonesia. Aspects of transparency and accountability that are improved through effective regional autonomy are important factors in creating good governance. The research methods used in this study include a qualitative descriptive approach to explore the dynamics of community participation and the effectiveness of regional autonomy policies in Lamongan Regency. This study aims to analyze how community participation can increase the effectiveness of regional autonomy policies and support sustainable development in Lamongan Regency. . The efficient application of information technology will strengthen participatory planning practices and encourage community involvement in every stage of development. Therefore, strengthening community capacity through training and socialization of information technology is an important step to achieve more effective and sustainable regional autonomy in Lamongan Regency
Co-Authors Julia Firnanda W Leyla Ashifa P Moh Sa’diyin Sutopo