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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Keuangan dan Perbankan Jurnal Widya Manajemen & Akuntansi Journal of Business & Banking Jurnal Penelitian Ekonomi dan Bisnis Eksos LPPM Seminar Nasional Informatika (SEMNASIF) International Journal of Social Science and Business JURNAL AKUNTANSI, MANAJEMEN DAN EKONOMI Akuntansi Bisnis & Manajemen (ABM) Asian Management and Business Review Pattimura Proceeding : Conference of Science and Technology International Journal of Applied Business and International Management Media Riset Bisnis & Manajemen West Science Business and Management West Science Journal Economic and Entrepreneurship Enrichment: Journal of Multidisciplinary Research and Development Strata Business Review Journal of Business Innovation and Research
Sabihaini Sabihaini
Universitas Pembangunan Nasional “Veteran” Yogyakarta
Agriculture, Biological Sciences & Forestry Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Health Professions Materials Science & Nanotechnology Mathematics Physics Social Sciences

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Journal : Pattimura Proceeding : Conference of Science and Technology

 1 
ANALYSIS OF SERVICE QUALITY DESIGN WITH INTEGRATION OF KANO MODEL AND HOUSE OF QUALITY (HoQ) Kusumastuti, Satya Adrianina; Kusmantini, Titik; Sabihaini, Sabihaini
Pattimura Proceeding 2023: PROCEEDING: THE 2ND INTERNATIONAL CONFERENCE ON BUSINESS AND ECONOMICS
Publisher : Pattimura University

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Introduction/Main objectives: Determine the superior service quality provided by Matahari Department Store and what attributes can satisfy customers. Background problems: Quality service is something that can distinguish one retail store from another. Consumers will compare the service received with what is expected. The quality of this service will then look good or not from the consumer's perception of the entire service process received, not the basis of the perception of the service provider. Novelty: Research about service quality using the integration of Kano Model and House of Quality in retail industry is limited. Research methods: It used integration of Kano Model and House of Quality (HoQ) with PT Matahari Department Store as the object and customer as informants. Service quality attributes are taken from Servqual. Data gathered using observation, interview, and questionnaire. Finding/Results: (1) provide input to PT. Matahari Department Store regarding strategies that can improve service quality, by identifying and prioritizing service attributes that can meet customer needs using the Servqual method and the integration of the Kano Model with the House of Quality, (2) provide input on attributes that can be developed to improve customer satisfaction. Conclusion: (1) from the identification of service quality attributes using servqual, 1 attribute with a gap score of 0 is obtained and 16 attributes have a negative score, (2) from the combined results of Servqual with Kano Model classification, 12 attributes are obtained with category O (One Dimensional) which can improve the quality of service to customers and 5 attributes with category M (Must Be), (3) from the results of the integration of Servqual and the Kano Model which is included in the House of Quality, there are 6 technical responses above an average of 6% which can be used to meet customer expectations for service quality, so that they can satisfying customers
IMPLEMENTATION OF RISK MITIGATION IN FREIGHT FORWARDING SERVICE COMPANY Djayanti, Ambonita Dwi; Kusmantini, Titik; Sabihaini, Sabihaini
Pattimura Proceeding 2023: PROCEEDING: THE 2ND INTERNATIONAL CONFERENCE ON BUSINESS AND ECONOMICS
Publisher : Pattimura University

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Introduction/Main objectives: This research was conducted with the aim of being able to identify the risk factors that arise in the delivery of goods, determine a good and effective strategy to deal with the risks and impacts that arise in the delivery of goods and make risk management that is right on target with the house of risk (HoR) method to solve problems from goods delivery activities. Indonesia is one of almost countries affected by Covid-19, as a result of this there is a change in the trend of public spending where 90% of their daily needs are met through online shopping. As a result of this trend change, many logistics companies have experienced an increase in demand for goods delivery services, but it is undeniable that this is directly proportional to the problems that arise and the new risks faced by these logistics companies, such as J&T Express. Therefore, researchers conduct study in order to reduce the impact of the risks. Research methods: The sample was taken at a freight forwarding company in Yogyakarta, namely J&T Express. Finding/Results: The findings of this study obtained that there are 21 Risk Events identified with 21 Risk Agents, from the results of risk agents and risk events identified 3 priority risk agents for preventive action, namely (A1) or the impact of Covid-19, the ‘PSBB’, service hours public/office, travel/delivery area restrictions by the community, goods sent not on schedule. (A3) or the recipient's address is wrong, the recipient of the package does not want to pay the bill, the package is damaged, natural disaster and (A11) or the time the package is received by the customer exceeds his estimate (the package was received late). Conclusion: The selected risk agents have been determined based on the application of the Pareto diagram are further analyzed using the House of Risk table phase 2, and obtained 7 mitigation actions or preventive actions (PA). Based on 7 precautions (PA) obtained the highest priority for strategic planning is (PA2) or making reference to the schedule for distributing goods that are adjusted to the new Covid-19 norms with an ETD value of 2472.8 and the lowest strategic planning priority, namely (P4) or refreshment related to product knowlage, SOPs, package handling information with an ETD value amounted to 532
Co-Authors Abdul Ghofar Agus Sasmito Aribowo Agustiani, Sekar Ayu Ana Suryandari Andi Yulianto Arief Subyantoro Awang Hendrianto Pratomo Danang Yudhiantoro, Danang Djayanti, Ambonita Dwi Djumahir Djumahir Djumilah Hadiwidjojo Effendi, M Irhas Effendi, Mohamad Irhas Endah Wahyuni Habib, Yasar Hadjar, Farah Muhammad Hendri Gusaptono Heru Cahya Rustamaji Heru Kristanto Januar Eko Prasetio Kusumastuti, Satya Adrianina Lisnaningrum, Destya Mintarti Rahayu Ngurah Pradnya Dharma Putra Prasetio, Januar Eko Pratondo, Katon Rafida, Jasmine Ratulian, Meyna Cinta Salleh, Fauzilah Sari Puaspita, Irinne Sukma Sudaryatie Sudaryatie Titik Kusmantini Tri Mardiana Virliana Annida Luthfiani Widhy Tri Astuti Wilis Kaswidjanti Wuryaningrum, Nuruita Yogi Nugraha Yuli Liestyana Yuni Siswanti