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Putu Indah Rahmawati

Universitas Pendidikan Ganehsa

Author-ID : 1237798

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INDIAN GUEST COMPLAINT HANDLING STRATEGY THROUGH LEARN METHOD:: A CASE STUDY AT THE OBEROI BEACH RESORT BALI HOTEL Jasmini, Putu; Andiani, Nyoman Dini; Rahmawati, Putu Indah
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99581

The rapid increase of Indian tourists in Bali has challenged star-rated hotels to deliver culturally responsive services. This study investigates how Guest Assistants at The Oberoi Beach Resort Bali manage complaints from Indian guests, who often have unique service expectations such as specific dietary preferences, extended family accommodation, and personalized attention. A qualitative descriptive method was employed, combining direct observation, in-depth interviews with the Front Office team, and analysis of internal hotel documentation. The findings reveal several challenges, including cultural misunderstandings, intense communication styles, and high demands for fast and empathetic service. To address these issues, the hotel implements the LEARN method (Listen, Empathize, Apologize, Resolve, Notify), supported by cultural sensitivity training and coordination across departments. Additionally, the use of the OPERA Cloud system allows for efficient documentation and follow-up on complaints, improving response times and personalized guest experiences. The study shows that integrating emotional intelligence, cultural awareness, and technology enhances service quality. As a result, guest satisfaction and loyalty among Indian tourists significantly improve. The implications of this research suggest that culturally adaptive complaint handling strategies are essential in the competitive hospitality industry of Bali. Ultimately, the LEARN-based approach not only resolves immediate issues but also contributes to long-term guest retention and strengthens the hotel's international reputation.

Enhancing Employee Satisfaction through Cultural, Motivational, and Environmental Drivers: A Case Study of PLN ULP Singaraja Dirgayusa, I Bagus Raka; Widiastini, Ni Made Ary; Rahmawati, Putu Indah
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 5 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i5.9139

This study aims to analyze the influence of work culture, work motivation, and work environment on employee job satisfaction at PT PLN (Persero) Customer Service Unit (ULP) Singaraja. The phenomenon underlying this research is the mismatch between the company’s promoted work culture values and actual practices in the field, the decline in employee motivation due to heavy workloads, and the suboptimal physical work environment conditions. This research employs a quantitative approach with a survey method. The study population consists of all 121 employees of PLN ULP Singaraja, with a total sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression with the assistance of SPSS version 21. The results show that work culture and work motivation have a positive and significant effect on job satisfaction, while the work environment has a positive but insignificant effect. Simultaneously, the three variables significantly affect job satisfaction, with work motivation being the most dominant factor. These findings emphasize that improving employee job satisfaction is more effectively achieved through strengthening individual motivation and internalizing work culture values, accompanied by maintaining the existing work environment. This study is expected to serve as a strategic reference for management in designing policies to enhance employee well-being and productivity.

The Role of Trust as an Economic Driver: The Impact of Product Quality and User Experience on Shopee Marketplace Purchases Widyasanti, Ida Ayu Hita; Rahmawati, Putu Indah; Telagawati, Ni Luh Wayan Sayang
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 6 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i6.8781

This study aims to examine: (1) the effect of product quality on purchasing decisions, (2) the effect of ease of use on purchasing decisions, (3) the effect of trust on purchasing decisions, (4) the effect of product quality on trust, (5) the effect of ease of use on trust, (6) the mediating role of trust on the relationship between product quality and purchasing decisions, and (7) the mediating role of trust on the relationship between ease of use and purchasing decisions. The population of this study consisted of 61 fourth-semester students enrolled in the Master of Management Science Program at Ganesha University of Education. The census method was used to determine the sample, resulting in 61 participants. Data were collected using a structured questionnaire and analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that: (1) product quality has a positive and significant effect on purchasing decisions, suggesting that higher product quality on the Shopee Marketplace increases students' purchasing decisions; (2) ease of use has a positive and significant effect on purchasing decisions, indicating that greater ease of use enhances students' purchasing decisions; (3) trust positively and significantly affects purchasing decisions, meaning that higher trust in the Shopee Marketplace leads to higher purchasing decisions; (4) product quality positively and significantly influences trust, showing that better product quality increases students' trust; (5) ease of use positively and significantly influences trust, implying that easier use enhances students' trust; (6) trust partially mediates the effect of product quality on purchasing decisions, indicating that higher product quality increases trust, which in turn strengthens purchasing decisions; and (7) trust fully mediates the effect of ease of use on purchasing decisions, suggesting that greater ease of use enhances trust, thereby positively influencing purchasing decisions. These findings highlight the critical role of trust as a mediator between product quality, ease of use, and purchasing decisions in the context of the Shopee Marketplace.

Job Satisfaction as a Mediator of the Effect of Work Motivation and Work Environment on Employee Performance Berlianto, Christopel; Rahmawati, Putu Indah; Heryanda, Komang Krisna
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 6 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i6.9440

This study investigates the influence of work motivation and work environment on employee performance, with job satisfaction serving as a mediating variable at PT Kona Bay Indonesia, a global aquaculture breeding enterprise. The research employs a quantitative approach using primary data collected through structured questionnaires distributed to employees. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) through SmartPLS 4 software to test both direct and indirect relationships among variables. The results reveal that work motivation and work environment each have positive and significant effects on job satisfaction and employee performance. Furthermore, job satisfaction has a strong and significant impact on employee performance, acting as a partial mediator between the independent variables and the dependent variable. The mediation test using the Variance Accounted For (VAF) method shows that job satisfaction explains 39.51% of the effect of work motivation on performance and 41.14% of the effect of work environment on performance, confirming partial mediation in both relationships. These findings highlight that motivated employees who operate in a supportive work environment tend to experience higher job satisfaction, which subsequently enhances their productivity and overall performance. The study contributes theoretically by validating the mediating role of job satisfaction and practically by emphasizing the importance of motivational programs and workplace improvements to strengthen employee engagement and performance.

Increasing Farmers’ Productivity in Critical Land in Lokapaksa Village in Bali Through The Application of Water Harvesting Technology and Hydrams Towards a Green Economy Rahmawati, Putu Indah; Dantes, Gede Rasben; Putra, I Gusti Agung Ngurah Surya
International Journal of Community Service (IJCS) Vol. 4 No. 2 (2025): July-December
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijcs.v4i2.1313

Buleleng Regency, in Bali, is one of the areas with the longest drought in 2023. The use of water for tourism also has an impact on farmers, some water sources have dried up. Critical and barren land, in addition to being difficult to cultivate into agricultural land and plantations, is also prone to fire hazards and is a factor causing poverty. The purpose of this research is to increase the productivity of farmers on critical land by using simple technology of water harvesting and hydraulic pumps towards a Green Economy. The implementation of service was carried out in Lokapaksa by involving the participation of the village community. This service program that has been implemented is in the form of the application of simple technology for water harvesting and empowerment of village communities through the installation of hydram pumps and the planting of moringa and duren trees. The output produced from this community service project is a KEREN agro-edutourism pilot garden as an effort to realize an example of sustainable tourism and green economy.

Strategi Pengembangan Pariwisata dengan Berlandaskan Kebudayaan Lokal di Desa Bebetin Kabupaten Buleleng Provinsi Bali Berata , Nyoman Candra; Rahmawati, Putu Indah; Widiastini , Ni Made Ary
Jurnal Penelitian Mahasiswa Indonesia Vol. 4 No. 3 (2024): Agustus
Publisher : STKIP AGAMA HINDU SINGARAJA

Show Abstract | Download Original | Original Source | Check in Google Scholar

Study This is study descriptive purposive qualitative For analyze development strategies tourist with based culture local in the village Bebetin regency Buleleng province Bali. Discussion study leads to how method develop tourism in the village Bebetin with based culture local. Study This done during four month withn method data retrieval ie observation, interviews, and documentation. Interview on research This done with head village, chairman POKDARWIS village Bebetin and 3 communities. Result of study This show that potency tourism owned by the village Bebetin is very big especially in the field tour nature and tourism the culture, however development tour in a way sustainable Not yet carried out by the government village so that tourist village bebetin Not yet Can consistent in its development.

Implementation of Green Communication in the Front Office Department at New Sunari Lovina Beach Resort Candra, Ni Kadek Dwi; Andiani, Nyoman Dini; Rahmawati, Putu Indah
International Journal of Green Tourism Research and Applications Vol. 6 No. 2 (2024): December 2024
Publisher : Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/ijogtra.v6i2.75-82

Green communication is one of the crucial things in realizing an environmentally friendly concept in the hotel industry because the environmentally friendly concept is not only about the natural environment but also how humans communicate well and effectively to start ecologically friendly programs. This research explores the application of green communication. It was carried out by front office staff at New Sunari Lovina Bali Resort, which aims to make communication more effective in transmitting the work obtained and to impact how employees view environmentally friendly management. Data was collected through interviews, observation, and document analysis using descriptive qualitative research methods. These findings show that New Sunari Lovina Beach Resort has implemented green actions, starting with cooperation, coordination, communication, comfort, and problem-solving. Though, implementing green communication at the front office of New Sunari Lovina Bali Resort also faces several obstacles. Lack of staff awareness of sustainable principles, lack of clarity regarding concrete benefits, and operational constraints such as the availability of resources and technology are challenges that must be overcome. The results of this study provide an essential basis for developing effective, sustainable communication strategies in dealing with environmental issues.

The Role of Work Attitude in Mediating the Influence of Corporate Culture and Management Support on the Work Productivity of PLN Employees Selviani, Ni Wayan Putri; Rahmawati, Putu Indah; Heryanda, Komang Krisna
International Journal of Science and Society Vol 6 No 1 (2024): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v6i1.1064

This research investigates the role of work attitude as a mediator in the relationship between corporate culture, management support, and employee work productivity. Corporate culture and management support are key factors influencing employee productivity. However, there has been no research that thoroughly explores how work attitude mediates the influence of both on work productivity. The population that researchers use is employees of PT PLN (Persero) East Bali Customer Service Implementation Unit (UP3). With as many as 119 employees, the sample was determined with the census method; therefore, the whole population made the sample study. Next, data was collected through distributing questionnaires via Google Forms. The existing data collected was furthermore analyzed with SEM-PLS. The study results find That corporate culture positively affects employee work productivity. Management support has a positive role in the work productivity of PT PLN East Bali employees. Work attitude has a positive role in the work productivity of PT PLN East Bali employees. Corporate culture has a positive effect on the work attitude of PT PLN East Bali employees. Management supports a positive role in the work attitude of PT PLN East Bali employees. Work attitude can mediate the influence of corporate culture on the work productivity of PT PLN East Bali employees. Work attitude can mediate the influence of management support on the work productivity of PT PLN East Bali employees. Expected study: This Can be theoretical and practical in developing human resource management literature and guiding practitioners to increase the effectiveness of management strategies in a competitive work environment.

Rainwater Catchment Reservoir To Support The Development of Community-Based Sustainable Ecotourism In Sumberkima Village Forest In The North of Bali-Indonesia Indah Rahmawati, Putu; Ketut Sudiana, I; Made Ary Widiastini, Ni
International Journal Of Community Service Vol. 5 No. 4 (2025): November 2025 ( Indonesia - Thailand - Malaysia - Timor Leste - Philippines )
Publisher : CV. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijcs.v5i4.944

Sumberkima Village is one of the villages in Buleleng Regency in the north of Bali island. This village has extensive forest land. Despite having huge area of forests, Sumberkima Village still struggles with poverty, unemployment, and a low level of education. Sumberkima Village also has significant disaster potential, particularly droughts during the dry season, and the village has previously experienced fires due to extreme dryness. This disaster occurs in accordance with predictions regarding the impacts of climate change, which indicate that several areas will experience significant adverse effects due to climate change. In addition to climate change, the summer drought that exacerbates the water crisis in Bali is also attributed to water usage by the tourism sector. This Community Service aims to create a mini reservoir to improve the economy and tourism in Sumberkima Village. The implemented community service program involves the application of simple water harvesting technology and empowers village communities through tree planting initiatives.

Menjaga Keberlanjutan Produk Lokal dan Keuangan Keluarga: Peran Perempuan Sebagai Penganyam Bambu di Desa Sidetapa Buleleng Bali Utara Ni Made Ary Widiastini; Putu Indah Rahmawati; I Ketut Sida Arsa
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 13 No. 1 (2023): Volume 13 No 1 April 2023
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2023.v13.i01.p08

This study aims to describe the role of women bamboo weavers in maintaining the sustainability of family finance and local products of Sidetapa, an old village of Buleleng District, North Bali. Data collected through observation and interviews and analyzed by employing a critical qualitative method using a cultural studies approach. The study revealed that the majority of bamboo craftsmen in Sidetapa Village were women who played their traditional and transitional roles well. Through their work as bamboo weavers, women have been enabling themselves to generate income to help the needs of their family. In maintaining the existence of bamboo-based local products of Sidetapa Village, the women weavers always try to be adaptive to market demand. They also actively engage in training programs provided by external parties with the aim of knowing market developments and improving product quality. The article contributes to our understanding of the double roles of women in handling domestic work and getting income to support domestic needs.

Co-Authors Abdilah, Lutfi Adhithara, Firman Agung Indra Wiranata Ariska, Saesar Putri Ayu Artawan, Komang Agus Ary Meitriana, Made Awan Cs, Agus Jully Ayu Wiwin, Ni Komang Berata , Nyoman Candra Berlianto, Christopel Candra, Ni Kadek Dwi Damiati - Desy Cahyani Lari Dewi, Putu Elisia Sukma Dirgayusa, I Bagus Raka Dwi Purnama, Made Wulan Eka Bayu Purnawati Eka Bayu Purnawati Fajar Yualida Isti Koma Faraudis, Zein Fridayana Yudiaatmaja Gede Rasben Dantes Gede Wirata Gusti Agung Ayu Intan Pradnyani Hepani, Ketut Heryanda, Komang Krisna Houbianbian I Gede Astra Wesnawa I Gusti Agung Nyoman Setiawan I Gusti Ayu Linggayanti I Ketut Sida Arsa, I Ketut Sida I Komang Amerta Sedana I Komang Didik Setiawan I Made Gunawan I Made Nindya Hutama I Made Satriawan I Nengah Suarmanayasa I Nyoman Wijana I Putu Gede Parma I Putu Krisna Yudha I Putu Panca Adi I Putu Suardhana I Wayan Bagia I Wayan Putra Yasa I.GN A Sahadewa Jaabir Jaabir Jasmini, Putu Kadek Hendra Negara Putra Kadek Mega Oktaviyani Kadek Sri Handayani Kadek Sukayana Ketut Hepani Ketut Sudiana, I komang andre wiryawan Komang Krishna Darmawan Komang Krisna Heryanda Komang Krisna Heryanda Komang Sri Pratiwi Komang Widiarini Luh Gede Eka Yanthi Luh Putu Sukawati M. Rudi Irwansyah Made Ade Natashia Made Anik Widyastuti Made Anik Wiryantini Made Aristia Prayudi Made Ary Widiastini, Ni Made Hendy Pratama Made Nikko Mahayana Made Wulan Dwi Purnama Mahendra, I Gede Deni Mantrawan, I Gusti Ngurah Puja MANUABA, Ida Bagus Ngurah Sidharta MASTIASIH, Made Meitriana, Made Ary Mertasih, Komang Lenni Ni Kadek Sinarwati Ni Ketut Oni Widarianti Ni Komang Dharmi Yudhi Utami Ni Luh Febry Sukma Andryani Ni Luh Manda Wulandari Ni Luh Wayan Sayang Telagawathi Ni Made Ary Widiastini Ni Made Priartini Ni Made Suci Ni Nyoman Yulianthini Ni Putu Gili Padmayoni Nyoman Dini Andiani Nyoman Teja Adiastra Oktaviyani, Kadek Mega Padmayoni, Ni Putu Gili Pradnyani, Gusti Agung Ayu Intan Pranata, I Kadek Diva Pratiwi, Komang Sri Priartini, Ni Made Purnawati, Eka Bayu Putra, I Gusti Agung Ngurah Surya Putra, I Gusti Lanang Prayura Putu Agus Suma Astawa Putu Budi Juniantari Putu Elisia Sukma Dewi Putu Ermayanti Putu Hendra Enteriadi Putu Nata Kusuma Putu Satcitanandadewi Putu Yulianthini Ratih Pitaloka, Kadek Ratna Rosalina, Luh Saesar Putri Ayu Ariska Sahadewa, I.GN A Saisarani, Kadek Gita Puspita Santiara, I Made Santihari, Luh Putu Asti Sanusi Mulyadiharja Selviani, Ni Wayan Putri Setiawan, I Komang Didik Stevany Ingrid Marta Mandosir SUGITA, Wayan Sukawati, Luh Putu SUPADMI, Ni Nyoman Sri Telagawati, Ni Luh Wayan Sayang Trianasari Udayani, Putu Kartika Widiastini , Ni Made Ary Widiastiti, Ketut Widyasanti, Ida Ayu Hita Wirasetia, Putu Andi wiryawan, komang andre Wulandari, Ni Luh Manda Yulia Kusumawardani Yulianthini, Putu Zein Faraudis

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