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All Journal Journal of Business Administration and Entrepreneurship Innovation Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Hana Nurdina
Politeknik Negeri Jakarta

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The Procedure For Managing Customer Feedback By The Customer Relation Coordinator Division At PT Setiajaya Toyota Cimanggis Taufik Akbar; Anwar Mustofa; Hana Nurdina; Arizal Putra Pratama
Journal of Business Administration and Entrepreneurship Innovation Vol. 2 No. 1 (2025): Journal of Business Administration and Entrepreneurship Innovation
Publisher : Jurusan Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/baei.v2i01.7770

Abstract

This research examines the procedure for managing customer feedback by the Customer Relation Coordinator (CRC) Division at PT Setiajaya Toyota Cimanggis. In an era of rapid globalization and digitalization, customers have increased access to express opinions, making effective feedback management a valuable asset for companies to monitor satisfaction and evaluate internal performance. This study aims to explain the specific customer feedback management procedure, identify the obstacles encountered, and present the solutions implemented by the CRC Division. Customer feedback is crucial for understanding customer needs and expectations, serving as both a response to complaints and a source for continuous improvement. The CRC Division at PT Setiajaya Toyota Cimanggis plays a pivotal role in maintaining customer loyalty and enhancing communication through excellent service. The findings provide insights into systematic feedback handling, contributing to improved service quality and stronger long-term customer relationships
The Sales Process For Meeting Room Reservations At Hotel Neo Tendean South Jakarta Hana Nurdina; Annisa Nur Hasanah; Taufik Akbar; Fachri Aditya; Nuria Puspitasari
Journal of Business Administration and Entrepreneurship Innovation Vol. 2 No. 2 (2025): Journal of Business Administration and Entrepreneurship Innovation
Publisher : Jurusan Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/baei.v2i02.7901

Abstract

This research examines the sales process for meeting room reservations at Hotel Neo Tendean South Jakarta. The hotel industry in Jakarta, a major business hub, is experiencing significant growth, driven by the high demand for MICE (Meetings, Incentives, Conferences, and Exhibitions) facilities rather than solely tourism. Meeting rooms are crucial amenities, adding value for clients who require comfortable spaces with technical and catering support. Hotel Neo Tendean implements a systematic and structured sales process, from initial promotion via telemarketing to post-event services. This study aims to explain this comprehensive sales procedure, identify the obstacles encountered, and present the solutions implemented. The findings provide practical insights into effective meeting room sales strategies within the hotel industry, contributing to improved service quality and client satisfaction.
EFFECTIVENESS OF DIGITAL TRANSACTION ADMINISTRATION IN ENHANCING EFFICIENCY AND SALES VOLUME AT PT LION SUPER INDO Rodhiyah; Fitri Ajeng Sari; Laras Afifah; Hana Nurdina; Ni Made Widhi
Journal of Business Administration and Entrepreneurship Innovation Vol. 3 No. 1 (2026): Journal of Business Administration and Entrepreneurship Innovation
Publisher : Jurusan Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/baei.v3i1.8686

Abstract

This study evaluates how digital transaction administration enhances efficiency and sales at PT Lion Super Indo. By replacing manual methods with integrated Point of Sale systems and digital payments, the company successfully reduced "administrative friction." Key findings reveal that digitalization slashes inventory audit time by 66.67% and improves order fulfillment speed by 50%. These tools, including QRIS and e-wallets, streamline the checkout process, directly boosting customer satisfaction and transaction volumes. Despite challenges like high initial costs and the need for staff training, the transition provides a vital competitive edge. Ultimately, automating backend tasks allows PT Lion Super Indo to transform its administrative functions into a strategic advantage, fostering long-term consumer loyalty in a rapidly digitalizing retail market.
Pengaruh Literasi Digital Dan Kualitas Sistem Informasi Terhadap Kinerja Bisnis Berkelanjutan Pada Umkm Di Kota Depok Hana Nurdina; Restu Jati Saputro
Seminar Nasional Riset Terapan Vol. 15 No. 01 (2026): SNRT XV TAHUN 2026
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/snrtbisnis.v15i01.8056

Abstract

The gap in technology adoption among Micro, Small, and Medium Enterprises (MSMEs) amid rapid digital transformation threatens long-term business sustainability, particularly in competitive urban areas such as Depok City. This study examines the influence of digital literacy and information system quality on sustainable business performance of MSMEs, while assessing whether information system quality serves as a mediating variable. A quantitative cross-sectional survey design was employed, involving 214 active MSME respondents selected via purposive sampling. Data were analyzed using multiple linear regression and the Baron & Kenny mediation procedure through IBM SPSS 26. Findings reveal that digital literacy positively and significantly influences sustainable business performance (β = 0.473; p < 0.001), as does information system quality (β = 0.301; p < 0.001). Together, both predictors account for 61.4% of the variance in sustainable business performance (R² = 0.614). Information system quality is confirmed as a partial mediator in the relationship between digital literacy and sustainable business performance. These findings underscore that the most effective intervention is simultaneous: strengthening digital literacy capacity must be coupled with the parallel adoption of high-quality information systems. Depok City Government is recommended to design sector-based digital literacy training programs, with emphasis on digital content production competencies.
Co-Authors Annisa Nur Hasanah Anwar Mustofa Arizal Putra Pratama Fachri Aditya Fitri Ajeng Sari Laras Afifah Ni Made Widhi Nuria Puspitasari Restu Jati Saputro Rodhiyah Taufik Akbar