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ASSESSING POTENTIAL PROBLEMS IN CUSTOMER SERVICE OF PT. XYZ Kusumawati, Desy; Siallagan, Manahan Parlindungan Saragih
Journal of Business and Management Vol 6, No 3 (2017)
Publisher : Journal of Business and Management

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

Abstract. The development of the game industry, growing drastically by the end of 2014 where demand for hardware and games itself is increasing. Of course, in every process of production and innovation, game developers can not be separated from the role of the customer or player game. The information that come from the customers or game players are quite important because customers who are enjoy and feel certain games, so what is delivered by the customer will affect the improvement in the next version of particular games. Customer service is part of the company that has a role as a bridge between the company and the customers. PT. XYZ, as one of game developers in Indonesia was almost bankrupt because they did not understand the customersâ€™ wants and needs. They just developed the game what they liked. This is a big loss for companies because they did not get enough information about what the customers or game players review about the games. Because of the situations is ever happened in PT. XYZ, the risk management in the customer service division might be able to reduce the generated loss because of the potential problems in the future. Â This research was conducted in the customer service department of PT. XYZ to find out the cause of the problems that exist in that section. So, by understanding the prioritization of each problem, it is expected to reduce the impact of the losses that may arise. The results of the data analyzed in this study are AHP calculations, which quantifies the problem to understand the level of urgency in each issue using Expert Choice software as the tool. AHP has a high level of preference and expert taste or respondents. It might be having various results, depending on each respondent. Based on the data analysis, there are 14 issues that could potentially pose a customer service risk. Too many media aspirations become the highest frequency and impact that will occur. It is expected that this research can be used to find out the problems that can affect the company and cause damage. The author hopes in further research, this research will develop, not only in customer service but also throughout the company.Â Keywords:Assessing Problems, Games, Customer Service, AHP, Prioritized Problems

THE APPLICATION OF ANALYTICAL HIERARCHY PROCESS (AHP) TO DETERMINE BEST CITY FOR TEA FACTORY OPENING Derrick, Neilson; Siallagan, Manahan Parlindungan Saragih
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 7 No 3 (2023): Edisi September - Desember 2023
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v7i3.3584

PT Surya Sentosa Sejahtera (PT SSS), a leading tea manufacturer in Indonesia, faces a pressing urgency to reach consumers nationwide in a cost-effective manner within the booming tea industry. The current distribution channel, originating from their facility located in Medan, North Sumatera, incurs substantial delivery costs for destinations outside Sumatra. These high logistic expenses, about fifty percent more than ideal, negatively impact the company’s profit margins and hinder expansion. In response, the company intends to construct a new facility in a more strategic location in 2025, but the optimal factory location remains uncertain. With the core objective of enhancing logistic efficiency, the study centers on utilizing the Analytical Hierarchy Process (AHP) as one of the Multi-Criteria Decision Making (MCDM) method to identify the most suitable location for establishing tea plant. The AHP method is developed through a literature review and brainstorming with five key employees who are involved in the project. Four-critical criteria are identified, consisting a total of twelve sub-criteria, leading to five alternative locations. In the criteria level, the AHP analysis indicates that Organizational Capability carries the highest weight, followed by Location, Operational Requirement and Financial Viability. At the sub-criteria level, Partnership Readiness emerges as the most significant, followed by Manufacturing Supervisor Availability, Prospective Area and Easiness to Build Distribution Network. At the alternative level, Surabaya is the most preferred site, followed by Bogor, Lampung, Batam and Makassar.

Assessment of Indonesia’s Mineral Value-Added Policy: A Literature Review and Future Research Agenda Firmanto, Andri Budhiman; Wibisono, Dermawan; Siallagan, Manahan Parlindungan Saragih; Mubarok, Mohammad Zaki
International Journal of Management, Entrepreneurship, Social Science and Humanities Vol. 8 No. 1 (2024): July - December Issue
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijmesh.v8i1.2376

This study addresses a gap in Indonesia’s mineral-downstream policy research by identifying the optimal policy scenario for enhancing the added value of primary metal mineral commodities. This research examines competitive and comparative advantages and economic impacts using system dynamics modeling. Initially, qualitative interviews are conducted to identify elements affecting domestic refining facilities’ growth, followed by quantitative surveys and the Analytic Hierarchy Process (AHP) to prioritize factors fostering these advantages. Findings suggest that developing existing theories to fit Indonesia’s specific context is crucial, and focus group discussions with key mining company decision makers are recommended to develop relevant indices. This method evaluates policy options to determine those offering the most significant economic advantage for each mineral type by analyzing unique characteristics and mapping them to suitable policies. Integrating competitive and comparative advantages into the mineral-added value policy context maximizes economic returns and provides practical recommendations for policymakers, addressing a critical gap in the literature.

Project Selection for Construction Businesses in Indonesia Using AHP: A Case of CV. Maezurra Indotama Maharani, Shafa Dwidiva; Siallagan, Manahan Parlindungan Saragih
Journal of Applied Business, Taxation and Economics Research Vol. 4 No. 2 (2024): December 2024
Publisher : PT. EQUATOR SINAR AKADEMIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54408/jabter.v4i2.407

The construction industry is the backbone of Indonesia's economy but needs operational inefficiencies like slow payment processes and a complicated bureaucratic structure. The research applies AHP to analyze the project selection criteria of small firms in the particular case of CV. Maezurra Indotama. Key decision criteria were identified through expert interviews and pairwise comparisons contract management, fund security, and schedule management. The findings indicate the high importance of contract review periods at 42.2%, client's fund availability at 47.0 %, and payment scheduling at 29.1%. The School Renovation Project came out as the most preferred option, aligned with the strategic focus. Suggestions and the way forward include enhancement of contract management through standard templates, preparation of adequate funds, and setting reasonable timelines. With these attributes in place, competitive growth of the construction sector will be achieved.

Prioritization of Trans-Sumatra Toll Road Segment Phase II Using The Analytical Hierarchy Process Rifqi, Muhammad Khairi; Siallagan, Manahan Parlindungan Saragih
Jurnal Impresi Indonesia Vol. 4 No. 6 (2025): Indonesian Impression Journal (JII)
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jii.v4i6.6621

The construction of the Trans-Sumatra Toll Road (JTTS) is a national strategic project aimed at strengthening regional connectivity and boosting economic growth in Sumatra. PT Hutama Karya (Persero) is tasked with building over 2,700 kilometres of toll roads in Sumatra, as mandated by the Indonesian government. However, the implementation of Phase II has faced challenges such as delays in land acquisition, limited budgets, complex geographical conditions. These issues led to deviations from the planned time and budget, which could hinder the achievement of the project's national goals. This study aims to assist PT Hutama Karya, particularly the Toll Road Planning Division (RJT), in prioritizing toll road segments for Phase II. To address this, study employs the Analytical Hierarchy Process (AHP), a multi-criteria decision-making method. A hierarchical structure based on key objectives, evaluation criteria, and segment alternatives is developed, with expert-based weighting. Interviews with four subject matter experts (SMEs) identified four main criteria: traffic volume, land readiness, investment costs, and geographical conditions. The three segments evaluated were Betung–Tempino–Jambi, Jambi–Rengat, and Rengat–Pekanbaru. The analysis, using a pairwise comparison questionnaire processed with SuperDecision software, revealed that the Betung–Tempino–Jambi segment is the best to prioritize due to its high traffic volume, better land readiness, lower investment costs (Rp21.01 trillion), and more favorable geographical conditions. Rengat–Pekanbaru ranked second, while Jambi–Rengat ranked third due to higher costs and more challenging conditions. This study contributes practical insights for PT Hutama Karya and suggests future research directions in infrastructure management.

The Application of Analytical Hierarchy Process (AHP) to Determine Best Cost Efficiency Program: A Case Study of Green Farm Company Wijaya, Fajar Palguna; Siallagan, Manahan Parlindungan Saragih
Jurnal Bisnis dan Pemasaran Digital Vol. 4 No. 2 (2025): Januari
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jbpd.v4i2.4533

Purpose: CV. XYZ as hydroponic agriculture, for years since 2019, producing high-demand crops such as lettuce and spinach. Nevertheless, there has been a decline in revenue that is a result of the inefficiencies in the management of operational costs. Thus, this study aimed to come up with identification and prioritization of cost-efficiency strategies with the intervention of in-depth interviews and Analytical Hierarchy Process (AHP). Method: A mixed-mode methodology was used. The qualitative in-depth interviews between the Board of Directors were analyzed for the most important triangulated criteria and subcriteria that drive operational efficiency. A quantitative AHP analysis was done to slightly compare these factors. Results: Technology Levers turned out to be the most influent factor, hybrid farming system was the most feasible alternative, with advantages for offering a balanced system that integrates traditional farming practices with modern technologies for sustainability and efficiency. Conclusions: Integrating human capital development and technological innovation is imperative for optimal operation efficiency and sustainable growth in the hydroponic agriculture sector. Limitations: This research is limited by the scope of its data sources and the relatively short evaluation period, which may not fully capture the long-term impacts of the proposed strategies. Contributions: This conclusion contributes to the field by offering a strategic framework that integrates technological innovation and human resource development for improved agricultural productivity. It provides policymakers, agribusiness leaders, and practitioners with actionable insights into balancing traditional knowledge and digital transformation to address systemic inefficiencies.

Analysis of Investment Strategy Composition in Rental of Electric Forklift and Diesel Forklift (Case Study of PT XYZ) Setiawan, Billy; Siallagan, Manahan Parlindungan Saragih
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 5 No. 1 (2025): COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v5i1.3108

Global initiatives like the Paris Agreement encourage industries worldwide to adopt sustainable practices, including transitioning from diesel-powered to electric-powered machinery. PT XYZ, a company in the logistics sector, faces strategic investment decisions regarding the optimal composition between electric and diesel forklifts. This study aims to determine the most effective investment strategy using the Analytic Hierarchy Process (AHP), supported by a mixed-methods approach combining stakeholder interviews and quantitative pairwise comparisons. The analysis evaluates five primary criteria—Environmental Impact, Economic Efficiency, Operational Performance, Regulatory Compliance, and Market Preference—and fifteen sub-criteria. Findings indicate that Economic Efficiency is the most dominant criterion (52.3%), with Operating Cost (34%) as the leading sub-criterion favoring electric forklifts. The optimal investment ratio is 65.78% electric forklifts and 34.22% diesel forklifts, enabling the acquisition of approximately 67 electric and 51 diesel units with an investment of IDR 30 billion. This composition supports a rental strategy with a potential return on investment in under two years. Diesel forklifts remain advantageous in operational capacity and infrastructure compatibility, especially in remote areas. The AHP model was validated with CR values <0.1, indicating consistent decision-making inputs. The study contributes to strategic investment modeling in the Indonesian industrial sector, aligning business practices with sustainability goals. It also suggests future research exploring dynamic decision-making models, lifecycle cost analysis, and infrastructure readiness assessments for wider adoption of electric forklifts.

Prioritizing the product development roadmap of Zains SAAS using Analytical Hierarchy Process (AHP) Effendi, Yandri Marliansyah; Siallagan, Manahan Parlindungan Saragih
International Journal of Accounting and Management Information Systems Vol. 1 No. 2 (2023): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v1i2.3042

Purpose: This study aims to prioritize the development of Zains using the Analytical Hierarchy Process (AHP). Research Methodology: This study combines FGD and survey data to prioritize Zains’ development using AHP. Key criteria include market demand, financial impact, technology, efficiency, compliance, and security. AI-powered financial insights are identified as the top development priority. Results: These findings provide insights for CNT to optimize the development of Zains and to maintain their relevance and competitiveness in the SaaS market. These recommendations are beneficial for other SaaS providers facing similar challenges. Conclusion: The study concludes that AI-powered financial insights represent the most strategically valuable development path for Zains, aligning with both market needs and internal strategic goals. Prioritizing this alternative will strengthen Zains’ position in the competitive SaaS industry and enhance its value proposition to users. Limitation: This study is limited to the perspectives of internal stakeholders within CNT and may not fully capture customer preferences or external market dynamics. Future research should incorporate customer-based evaluation and long-term performance metrics. Contribution: This research contributes to strategic decision-making in product development by integrating AHP with qualitative insights, offering a replicable framework for prioritization in the SaaS sector. It also provides a practical roadmap for Zains and similar platforms aiming to align development initiatives with organizational goals and market trends.

Developing New Marketing Strategy to Enhance Customer Loyalty at the Boarding House in Palembang City, South Sumatra Alfandi, Muhammad Rifky; Siallagan, Manahan Parlindungan Saragih; Rahayu, Wulan Asti
International Journal of Entrepreneurship and Sustainability Studies Vol. 3 No. 2 (2023): December 2023
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijeass.v3i2.1821

The hospitality business is one of the world’s largest and fastest-growing industries, with many sub-sectors, such as hotels, restaurants, and resorts. However, some boarding houses in Palembang City, South Sumatra, are experiencing a shortage of monthly room occupants, particularly between August and December 2022. The objective of this study is to investigate whether it is brand image, customer satisfaction, or customer relationship management (CRM) that influences customer satisfaction and customer loyalty towards boarding house residents in Palembang City, South Sumatra, to control and increase the monthly room occupants, especially from August until December 2022. Hopefully, this issue will never happen again. The study uses quantitative methodology research to utilize a structural equation modeling approach using Partial Least Square. The study included 128 respondents undertaking activities in Palembang, South Sumatra, and staying in a boarding house. According to the findings of this study, brand image has a negative association with customer satisfaction, but service quality and customer relationship management (CRM) have a positive association with customer satisfaction. Furthermore, it was shown that customer satisfaction has a favorable association with customer loyalty. Consequently, if they wish to encourage customer satisfaction and customer loyalty to the boarding house, they must improve service quality and customer relationship management (CRM).

Analysis of Investment Strategy Composition in Rental of Electric Forklift and Diesel Forklift (Case Study of PT XYZ) Setiawan, Billy; Siallagan, Manahan Parlindungan Saragih
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 5 No. 1 (2025): COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v5i1.3108

Global initiatives like the Paris Agreement encourage industries worldwide to adopt sustainable practices, including transitioning from diesel-powered to electric-powered machinery. PT XYZ, a company in the logistics sector, faces strategic investment decisions regarding the optimal composition between electric and diesel forklifts. This study aims to determine the most effective investment strategy using the Analytic Hierarchy Process (AHP), supported by a mixed-methods approach combining stakeholder interviews and quantitative pairwise comparisons. The analysis evaluates five primary criteria—Environmental Impact, Economic Efficiency, Operational Performance, Regulatory Compliance, and Market Preference—and fifteen sub-criteria. Findings indicate that Economic Efficiency is the most dominant criterion (52.3%), with Operating Cost (34%) as the leading sub-criterion favoring electric forklifts. The optimal investment ratio is 65.78% electric forklifts and 34.22% diesel forklifts, enabling the acquisition of approximately 67 electric and 51 diesel units with an investment of IDR 30 billion. This composition supports a rental strategy with a potential return on investment in under two years. Diesel forklifts remain advantageous in operational capacity and infrastructure compatibility, especially in remote areas. The AHP model was validated with CR values <0.1, indicating consistent decision-making inputs. The study contributes to strategic investment modeling in the Indonesian industrial sector, aligning business practices with sustainability goals. It also suggests future research exploring dynamic decision-making models, lifecycle cost analysis, and infrastructure readiness assessments for wider adoption of electric forklifts.

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