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This Author published in this journals
All Journal The South East Asian Journal of Management ASEAN Marketing Journal International Journal of Application on Economics and Business Interaction, Community Engagement, and Social Environment Journal of Entrepreneurial Economics
Daryanti, Sri
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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Journal : ASEAN Marketing Journal

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Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java Gayatri, Gita; Astuti, Rifelly Dewi; Martdianty, Fanny; Daryanti, Sri
ASEAN Marketing Journal Vol. 1, No. 2
Publisher : UI Scholars Hub

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Abstract

Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level.
Corporate Social Responsibility and Poor’s Child Well Being in Developing Customer’s Loyalty PDF Mukhtar, Syahrial; Daryanti, Sri; Khairani, Khairani
ASEAN Marketing Journal Vol. 4, No. 1
Publisher : UI Scholars Hub

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This research was conducted to analyze the contribution of Corporate Social Responsibility (CSR) perceived motives in enhancing poor children's well being and consumer loyalty. CSR strategy studied were CSR strategies implemented by two companies, Garuda Indonesia and Pertamina, which are State Owned Companies (fully or partially owned by government of Indonesia). Garuda Indonesia is a service company engaged in airline industry, and Pertamina is a non service company engaged in oil and gas industry.Using factor analysis and multiple regression, the result indicates some differences between firms CSR activities in in developing children well being and customer loyalty. This result has implication for the firm that different type of CSR activities and different industry will reflect different motives, further have different impact in children’s well being.
Co-Authors Angela, Maria Goretti Fanny Martdianty Gita Gayatri, Gita Hapsari Setyowardhani Hati, Sri Rahayu Hijrah Indraswari, Kenny Devita Isbandi Rukminto Adi Johanna Debora Imelda Khairani Khairani Mukhtar, Syahrial Rifelly Dewi Astuti Sari Viciawati Machdum Septiani, Meli Simanjuntak, Kristina Uli Suryaputra, Rizky Wahyudi, Divaldi Altira