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All Journal Jurnal Media Wahana Ekonomika Business UHO: Jurnal Administrasi Bisnis Journal of Management and Bussines (JOMB) Jurnal Bakti Bagi Bangsa
Hestin, Hestin
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KINERJA KARYAWAN DALAM MEMBERIKAN PELAYANAN YANG BERKUALITAS KEPADA PELANGGAN PADA PT. HAJJI KALLA CABANG KENDARI Hestin, Hestin; kambolong, makmur; naasir, muh
Business UHO: Jurnal Administrasi Bisnis Vol 1, No 2 (2016): Business UHO: Jurnal Administrasi Bisnis
Publisher : Universitas Halu Oleo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (419.17 KB) | DOI: 10.52423/bujab.v1i2.9584

Abstract

Penelitian ini bertujuan untuk mengetahui Untuk mengetahui dan menganalisis kinerja karyawan dalam memberikan pelayanan yang berkualitas kepada pelanggan pada PT. Hadji Kalla Cabang Kendari.Jenis data yang digunakan dalam penelitian ini adalah data primer   berupa   Koersioner dan Wawancara  yang  dilakukan kepada  responden. Responden yang menjadi informan dalam penelitian ini ini adalah   para konsumen   Perusahaan yang dijadikan sampel penelitian. Analisis data yangdigunakan  dalam  penelitian  ini  adalah  analisis  data  deskriptif-kualitatif,  yaitu  data  yang  telah dihimpun dan dikumpulkan baik data primer maupun data sekunder selanjutnya disusun, dianalisis, untuk kemudian dapat diambil kesimpulan sebagai jawaban atas masalah yang diteliti.Hasil  penelitian  ini  atas  Pengaruh  Kinerja  Karyawan  terhadap  kualitas  pelayanan  padapembahasan ini adalah dianalisis dengan menggunakan analisis statistik infrensial. yaitu Kepuasan Konsumen sebagai variabel X dan variabel dependen sebagai variabel Y, maka pengujian hubungan antar variabel digunakan analisis Korelasi Sederhana (Pearson Product Moment). Dalam menganalisis pengaruh variabel Kinerja Karyawan, secara berurut-turut yaitu: 1). Kualitas pekerjaan, 2). Kuantitas Hasil yang Dicapai, 3). Ketepatan Waktu Pelayanan, 4). Efektivitas pekerjaan serta 5). Kemandirian Dalam Bekerja. Yang Memiliki Nilai Rata-Rata yaitu (3,84) yang di kategorikan ”sangat tinggi” sedangkan pada Varibel Kualitas Pelayanan, secara berurut-turut yang dianalisis 1) Tempat parkir yang memadai. 2) Memiliki fasilitas ruang tunggu yang nyaman. 3) Ketersediaan data/informasi. 4) Prosedur  pembelian  yang  tidak  berbelit-belit.  5)  Karyawan  cepat  tanggap  dalam  memberikan pelayanan kepada konsumen. 6) Kesediaan karyawan menjelaskan keunggulan produk. 7) Karyawan menunjukkan pribadi yang ramah. 8) Karyawan memberikan keterangan yang dapat dipercaya kepada konsumen. 9) Perhatian karyawan dalam memahami kebutuhan konsumen 10) Karyawan selalu mendengarkan saran /  keluhan konsumen.  Yang Memiliki Nilai Rata-Rata  yaitu  (4, 34) yang di kategorikan ”sangat tinggi”  jadi dikatakan
Meningkatkan Kesetian Pelanggan Melalui Kualitas Layanan dan Kepercayaan Pelanggan Pada PT. Mastratech Indonesia Cabang Lahat Andayani, Melia; Rusilawati, Tri; Hestin, Hestin; Saparudin, Saparudin
Jurnal Media Wahana Ekonomika Vol. 19 No. 4 (2023): Jurnal Media Wahana Ekonomika, Januari 2023
Publisher : Universitas PGRI Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31851/jmwe.v19i4.11029

Abstract

ABSTRAK Persaingan segmen pasar yang tinggi membuat perusahaan harus berkerja lebih ekstra untuk meningkatkan loyalitas pelanggan. Pelanggan yang loyal akan terus menerus membeli atau menggunakan produk atau jasa tersebut, meskipun kompetitor menawarkan produk yang serupa dengan harga yang menarik. Untuk meningkatkan loyalitas pelanggan perusahaan harus bisa memberi pelayanan terbaik. Dilansir dari ameritainsight.com, pelayanan yang baik akan membuat 60-70% para pelanggan akan melakukan pembelian kembali. selain itu, kepercayaan pelanggan juga merupakan aspek yang perlu diperhatikan, jika pelayanan yang diberikan dapat membuat pelanggan merasa percaya maka meningkatkan loyalitas pelanggan tersebut. PT Mastratech Indonesia merupakan perusahaan yang bergerak dibidang penjualan jasa dan produk alat berat. Agar perusahaan ini dapat menjaga eksistensinya maka perusahaan harus dapat meningkatkan loyalitas para pelanggan. Apalagi di tengah persaingan pasar dan persaingan ekonomi yang semakin ketat. Para pesaing akan menyiapkan strategi untuk mengalahkan. Dari fenomena tersebut membuat penulis tertarik untuk melakukan penelitian dengan judul meningkatkan loyalitas pelanggan melalui kualitas pelayanan dan kepercayaan pelanggan. Tujuan dari penelitian ini adalah untuk menentukan apakah kualitas pelayanan dan kepercayaan pelanggan dapat mempengaruhi peningkatan loyalitas pelanggan. Penelitian ini termasuk penelitian assosiatif kausal dengan menggunakan metode kuantitatif. Hasil penelitian yang menunjukan kualitas layanan dan kepercayaan memberikan dampak pengaruh yang positif terhadap Kesetiaan pelanggan pada PT. Mastratech Indonesia cabang Lahat. Kesimpulan dalam penelitian ini adalah perusahaan harus memberikan pelayanan yang jauh melebihi ekspektasi pelanggan. Memberikan pelayanan yang baik dapat menarik pelanggan untuk datang kembali membeli produk atau jasa. Pelayanan yang cepat tanggap dan ramah akan membuat para pelanggan merasa lebih nyaman saat menggunakan produk atau jasa. Kemudian Kepercayaan yang diberikan perusahaan terhadap pelanggan terbukti dapat memberikan kepuasan terhadap apa yang ditawarkan. Dan mendorong pelanggan untuk mempunyai niat untuk mempercayai bahwa produk atau jasa yang ditawarkan perusahaan dapat diterima dan meyakinkan pelanggan. Kata Kunci: Loyalitas Pelanggan, Kualitas Pelayanan, Kepercayaan pelanggan ABSTRACT High market segment competition makes companies have to work extra to increase customer loyalty. Loyal customers will continue to buy or use these products or services, even though competitors offer similar products at attractive prices. To increase customer loyalty, companies must be able to provide the best service. Reporting from ameritainsight.com, good service will make 60-70% of customers buy again. In addition, customer trust is also an aspect that needs attention, if the service provided can make customers feel confident, it will increase customer loyalty. PT Mastratech Indonesia is a company engaged in the sale of heavy equipment services and products. In order for this company to maintain its existence, the company must be able to increase customer loyalty. Especially in the midst of increasingly fierce market competition and economic competition. The competitors will prepare a strategy to beat. From this phenomenon, the authors are interested in conducting research with the title of increasing customer loyalty through service quality and customer trust. The aim of this research is to find out whether the quality of service and customer trust can affect the increase in customer loyalty. This research includes causal associative research using quantitative methods. The results of the study show that service quality and trust have a positive impact on customer loyalty at PT. Mastratech Indonesia Lahat branch. The conclusion in this study is that companies must provide services that far exceed customer expectations. Providing good service can attract customers to come back to buy products or services. Responsive and friendly service will make customers feel more comfortable when using a product or service. Then the trust given by the company to customers is proven to be able to provide satisfaction with what is offered. And encourage customers to have the intention to believe that the products or services offered by the company can be accepted and convince customers. Keywords : Customer Loyal, Service Quality, Customer Trust
Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Rumah Makan RC21 Seafood Lahat (Studi Kasus) Kasinem, Kasinem; Handayani, Melia; Hestin, Hestin; Pratiwi, Dini
Journal of Management and Bussines (JOMB) Vol 6 No 6 (2024): Journal of Management and Bussines (JOMB)
Publisher : IPM2KPE

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/jomb.v6i6.13344

Abstract

The objectives of this to determine the influence of service quality on customer loyalty at the Balaiyasa Lahat Employee Cooperative, to determine the influence of customer satisfaction on customer loyalty at the Balaiyasa Lahat Employee Cooperative and to determine the influence of service quality and customer satisfaction together on customer loyalty at Balaiyasa Lahat Employee Cooperative. The sample for this research is the customers of the Balaiyasa Lahat Employee Cooperative, totaling 75 people. This research uses quantitative research, using data sources including: primary data, secondary data, population and sample. The data collection methods used were: observation, interviews and distributing questionnaires to a number of respondents. As well as using validity and reliability measuring instruments, prerequisite analysis tests, then using data analysis methods using multiple regression analysis, hypothesis testing in the form of t tests and F tests, as well as correlation coefficients and coefficients of determination. Data analysis in this research used SPSS 23.0. From the results of this research, it can be seen partially with the t test that the service quality variable with t calculated > from t table or 13.873 > 2.000, is rejected, accepted, this shows that there is a significant influence between the service quality variable and the customer loyalty variable. And the customer satisfaction variable with t count > from t table or 11.133 > 2.000, then it is rejected, accepted, this shows that there is a significant influence between the customer satisfaction variable and the customer loyalty variable. Keywords: Service Quality, Customer Satisfaction, Customer Loyalty
MANAJEMEN KEUANGAN, DIFERENSIASI PRODUK, DAN PEMASARAN BERBASIS DIGITAL SOLUSI NILAI TAMBAH PRODUK UMKM Budiantoro, Harry; Suyana, Hilma; Hayurani, Herika; Destiyani, Annisa; Hestin, Hestin
An-Nizam Vol 4 No 2 (2025): An Nizam: Jurnal Bakti Bagi Bangsa
Publisher : Universitas Islam 45 Bekasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33558/an-nizam.v4i2.11347

Abstract

This community service program was conducted in Kadumaneuh Village with the objective of enhancing the quality of Micro, Small, and Medium Enterprises (MSMEs) engaged in the production of “kelomang” toys. These MSMEs face several critical challenges, including limited understanding of financial record-keeping, insufficient product innovation, and minimal utilization of digital media for marketing. Such conditions have constrained the competitiveness and market reach of “kelomang” products, ultimately leading to low turnover. The program employed three primary approaches. First, training sessions on basic financial record-keeping were provided to help MSME actors understand cash flow management, calculate profits, and manage business capital more effectively. Second, hands-on practice in product innovation focused on differentiating designs and diversifying materials to enhance product value and attract greater consumer interest. Third, mentoring on digital marketing strategies included the use of social media and e-commerce platforms to expand market reach, improve product visibility, and build a more professional brand image. The results demonstrated significant improvements in the partners’ ability to systematically manage their finances, develop more varied product innovations, and utilize digital platforms to extend their market presence. These achievements are expected to sustainably increase the competitiveness and turnover of MSMEs in Kadumaneuh Village, while also serving as a model for the development of creative enterprises based on local potential that are capable of competing in broader markets.
Co-Authors Andayani, Melia Budiantoro, Harry Destiyani, Annisa Handayani, Melia Herika Hayurani, Herika kambolong, makmur KASINEM, KASINEM naasir, muh Pratiwi, Dini Rusilawati, Tri Saparudin Saparudin Suyana, Hilma