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All Journal Jurnal Siasat Bisnis Jurnal Administrasi Bisnis Jurnal Ekonomi & Bisnis PNJ (JEKBIS PNJ) Trikonomika: Jurnal Ekonomi Journal of Indonesian Economy and Business Seminar Nasional Informatika (SEMNASIF) MIX : Jurnal Ilmiah Manajemen Jurnal Studi Komunikasi International Journal of Social Science and Business EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Profetik MABIS: Manajemen dan Bisnis Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen Kajian Bisnis STIE Widya Wiwaha Business Innovation and Entrepreneurship Journal Jurnal Wacana Ekonomi Dialektika: Jurnal Ekonomi dan Ilmu Sosial Al-Kharaj: Journal of Islamic Economic and Business Jurnal Riset Bisnis dan Manajemen PINISI Discretion Review Jurnal Muhammadiyah Manajemen Bisnis (JMMB) Asian Management and Business Review Prosiding Konferensi Nasional PKM-CSR Manajemen dan Kewirausahaan Pattimura Proceeding : Conference of Science and Technology JWM (JURNAL WAWASAN MANAJEMEN) Journal of Indonesian Economy and Business International Journal of Applied Business and International Management Journal of the Community Development in Asia International Journal of Accounting & Finance in Asia Pasific Dharma: Jurnal Pengabdian Masyarakat Jurnal Manajemen West Science Business and Management Journal of Management and Business Insight Strata Business Review Journal of Business Innovation and Research Strata International Journal of Social Issues PESHUM Journal of Business and Information System
Titik Kusmantini
Departemen Of Management, Faculty Of Economics And Business, Universitas Pembangunan Nasional
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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 Abdurahim, Muhammad Hasan Aditya Wardana, Aditya Agung Satmoko Agus Abdul Aziz Agus, Aziz Andiana, Ardhia Rezkitiani Anggita Rafiah Khoerunnisa Anggraeni Pratama Indrianto Anggraini, Sinta Putri Anis Siti Hartati Apriliado, Satya Ardhia Rezkitiani Andiana Aris Kusumo Diantoro Arum Kurniawati Arwin Yafi Rahmatullah Assahidah, Syifa Nur Azizah Baehaqi Baroroh Dwi Nurhayati Benny Umbara Cahyaningrum, Erinna Indah Chandrasari, Yuli Christian Aditya Dentie Aulina Poetri Izdihari Diantoro, Aris Kusumo Diantoro, Aris Kusuno Diantoro, Aris Kuumo Dika Setya Prayogi Dina Rosada, Maya Djayanti, Ambonita Dwi Dwi Hari Laksana Dyah Sugandini Ekawati, Trestina Erinna Indah Cahyaningrum Gerai Alun Segara Gunawan, Dhiajeng Aroma Haddy Suprapto Hadi Oetomo Hadjar, Farah Muhammad Hana Malvalia Andiya Hendri Gusaptono Hendri Gusaptono Hendri Gusaptono, Hendri Hendro Widjanarko Heru Tri Sutiono Ika Santi Ikhsan Fauzi Adha Ikhsan, Foster Indrianto, Anggraeni Pratam Izza Salsabila Janah, Anisa Wardatul Jasmine Azhari Findra Kendaga Kalam, Fatahillah Akbar Kendaga, Jasmine Azhari Findra Krisnandini Wahyu Pratiwi Krisnandini Wahyu Pratiwi Kusumastuti, Satya Adrianina Laksana, Dwi Hari Lestari, Puji Liestyana , Yuli Mahendra Putri, Windi Miswanto Miswanto Muafi Najah, Miftahun Neng Neng Happy Nilmawati Nilmawati Nilmawati Nilmawati Nilmawati Nilmawati Nilmawati Ninik Probosari Pohan, Aufi Rahmanti Pratiwi, Krisnandini Wahyu Pratondo, Katon Prayogi, Dika Setya PUJI LESTARI R. Hendri Gusaptono Rafida, Jasmine Rahmadati, Ashila Metta Rika Ernawati Robani, Anidah Sabihaini Sabihaini Sabihaini Sabihaini Salleh, Fauzilah Satya Apriliado Setyani, Lintang Ayu Shafira Alya Endyanti Sri Isworo Ediningsih Sugesti, Endah Sujatmika, Sujatmika Susanti, Erna Ismi Sutiono, Heru Sutiono, Heru Tri Tri Wahyuningsih Tri Wahyuningsih Wahyu Kurniawan Wahyu Kurniawan Warsiki, A.Y.N Wisnu Untoro Yekti Utami Yekti Utami Yuli Candrasari Yuli Chandrasari Yuli Liestyana Yuni Istanto, Yuni Zuhrohtun Zuhrohtun Zulfatun Ruscitasari