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All Journal International Journal of Business, Law, and Education West Science Interdisciplinary Studies Journal of Business, Accounting and Finance SINTESA
Kartiwa, Aa
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Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Social Sciences Other

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Journal : SINTESA

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Implementation of Quality Management on Service Quality at PT PLN (Persero) UP3 Sumedang Rimbani, Silvia Herawati; Dwinova, Ghea Aulia; Rohman, Nursaeful; Febrianika, Luthfianeu; Kartiwa, Aa
SINTESA Vol. 15 No. 1 (2024): Sintesa
Publisher : SINTESA

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This study explores the implementation of quality management in improving service quality at PT PLN (Persero) UP3 Sumedang, an operational unit of PT PLN (Persero) responsible for electricity services in the Sumedang and Majalengka regions. Using a qualitative method, this research analyzes the quality management practices applied, evaluates their impact on service quality, and provides recommendations for further improvement. The results show that focusing on customers, enhancing service quality, responsiveness to complaints, technology utilization, employee training, and a commitment to continuous improvement are key success factors in quality management implementation. Effective quality management at PT PLN (Persero) UP3 Sumedang can increase customer satisfaction and loyalty, reduce complaints, enhance the company's reputation, and optimize operations. This study is expected to provide guidance for other public service providers in their efforts to improve operational performance and service through quality management
Analysis of Product Innovation and Customer Relationship Management (CRM) as Marketing Tools by UMKM Sawo Sukatali Kartiwa, Aa; Az Zahra, Syifa Deliasari; Febriyanti, Aliya Susilo; Muharam, Anggun Nur Riska Muharam; Ariska, Siti
SINTESA Vol. 15 No. 2 (2024): Sintesa
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The study analyzes the role of product innovation and Customer Relationship Management (CRM) in enhancing the competitiveness of Sawo Sukatali SMEs in Sumedang Regency, using a qualitative approach through interviews, observations, and documentation. Sawo Sukatali SMEs have significant potential but face challenges in product innovation, competitiveness, and marketing effectiveness. The findings show that Sawo Sukatali SMEs have successfully innovated by creating various processed sawo products such as syrup, chips, dodol, and cakes, which add value and market appeal. The implementation of CRM has also enchanced customer loyalty through personalized services and operational efficiency. The main challenges include decining demand due to the pandemic and limit ed product distribution. Consumers show strong preferences for high-quality products, attractive packaging, and excellent service, highlighting the importance of innovation and CRM in creating positive customer experiences. Overall Sawo Sukatali SMEs have seccessfully empowered local potential through product innovation and CRM implementation, providing inspiration for other SMEs to continue innovating and leveraging their regional strengths
Co-Authors Ade Onny Siagian Ariska, Siti Az Zahra, Syifa Deliasari Dwinova, Ghea Aulia Fanji Farman Febrianika, Luthfianeu Febriyanti, Aliya Susilo Herman Purwoko Putro Hidayat, Gustina Muharam, Anggun Nur Riska Muharam Rimbani, Silvia Herawati Rohman, Nursaeful Rostianna, Sherlina Zeanette Tiarma Lisbet