Article Per Year (5 Year)
p-Index From 2020 - 2025
0.751
P-Index
This Author published in this journals
All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Business Review and Case Studies
Raden Isma Anggraini
School Of Business, IPB University, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 5 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 5 Documents
Search

 1 
HOUSEHOLD CUSTOMER SEGMENTATION BASED ON SATISFACTION USING THE CHAID METHOD Fithriyyah Shalihati; Raden Isma Anggraini; Suhendi; Muchamad Bachtiar
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 6 No. 3 (2020): IJBE, Vol. 6 No. 3, September 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.6.3.249

Abstract

In a nutshell, BUMD (Regional Government-Owned Enterprise) has two main roles, namely economic and social functions. The social function aims to meet the needs of all stakeholders, including the customer. Customer satisfaction is very important to implement this function, and one of the critical aspects is the service provided. In 2018, one of the BUMDs, namely PDAM faced a decreasing performance rating from 4.38 to 4.18 due to the decline in operational service. Therefore, it is very important to determine the customer satisfaction level. The objective of this research is to analyse the satisfaction level for products and services provided by PDAM in Bogor based on customer segmentation. It employs a descriptive analysis approach and the Chi-square Automatic Interaction Detector (CHAID) method. It selects 713 respondents from 148,755 household customers by using Cluster Stratified and Systematically Un-proportionate Sampling (CSUS). The findings capture that the respondents are generally satisfied with the service provided except for complaint handling and dispute. Household customer segmentation is divided into 6 (six) clusters. The cluster that provides unsatisfied scores is mainly due to the quality of water, complaint handling and dispute, as well as tariffs and payments. Whereas, the cluster that provides a satisfying score is also due to the quality of water, complaint handling, and dispute resolution. Keywords: BUMD, household, customer satisfaction, customer segmentation
EVALUASI KINERJA UNIT BISNIS ASPHALT MIXING PLANT PT PRAYOGA PERTAMBANGAN DAN ENERGI Raden Isma Anggraini; Aida Vitayala Hubeis; Radjab Tampubolon
Jurnal Aplikasi Bisnis dan Manajemen (JABM) Vol. 2 No. 2 (2016): JABM Vol. 2 No. 2, Mei 2016
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.2.2.127

Abstract

Currently, the mining sector is still one of the main sectors driving the economy of Indonesia and is in demand by both indigenous and foreign investors. Asphalt mixing plant business unit (AMP BU) is currently the main priority scale of PT Prayoga. The AMP UB excellent performance of PT Prayoga enable itself to be able to contribute to the company's revenue and accelerate development of infrastructure in Bogor. The objectives of the research were to identify key performance indicator (KPI) that is applied in the financial and non-financial perspectives as well as to evaluate the performance of UB AMP of PT Prayoga in terms of financial and non-financial aspects based on the vision, mission and strategy of the company. The method used in this research was the balanced scorecard as a management tool to maintain a balance between the financial (financial perspective) and non-financial (customer perspective, business processes, learning and growth) indicators. The results showed that the KPI applied in the evaluation of the performance of AMP BU of PT Prayoga consists of 19 indicators including 5 KPI of financial perspective, 5 KPI of customer perspective, 5 KPI of business process perspective, and 4 KPI of learning and growth perspective. The assessment results indicate this business unit obtained the performance index of 78.42% included in the criterion of very good or excellent, thus it has shown its best performance according to the vision, mission and strategy of the company.Keywords: balanced scorecard, performance assessment, performance index, KPI, mining
Using The Important Performance Analysis To Improve Product and Service Attribute Performance in Regional-Owned Enterprise Muchamad Bachtiar; Raden Isma Anggraini; Fithriyyah Shalihati
Business Review and Case Studies Vol. 1 No. 1 (2020): BRCS, Vol 1 No 1, April 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.1.1.14

Abstract

This study aimed to analyze the performance level and importance level according to customer perceptions as well as the priority of product and service attribute improvement. The data were analyzed using descriptive analysis of the Importance Performance Analysis (IPA) and Customer Service Index (CSI) approach with 1980 respondents out of 157,270 customers selected through Cluster Stratified and Systematical Unproporsional Sampling (CSUS) technique. The result showed that there was no product attribute with significantly low performance. It was supported by the CSI result with a value of 0.74, which meant SATISFACTORY or VERY GOOD. However, there were still negative gaps between the performance level and importance level, with an average value of 0.36. Product attribute (P2) water supply quality, (P3) water continuity, (P4, P5, and P6) water quality were quite a concern. This study also found a product attribute with a positive gap in (P7)water quality (sediment), which meant that this ROE could reallocate its utilized resources to improve other product attributes of concern. In terms of service attributes, there was no significant attribute that needed an immediate follow-up. It was supported by the overall CSI score of 0.76, which meant SATISFACTORY or VERY GOOD. Even so, service attributes were important and deserved attention in the aspects of (J2) bill payment process, (J6) the capability of call center officers and (J7) social media admins, and (J10) dispute settlement with customers. Five service attributes, which were (J1) administrative services, (J3) complaint services, (J4) fairness to obtain services, (J5) the capability of customer service officers, and (J11) service interruption information, were recommended to be reallocated to other service attributes that were more important. Keywords: customer satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), regional-owned enterprise
Communication Strategy in Handling Customer Complaints in PDAM Tirta Pakuan Bogor Raden Isma Anggraini; Fithriyyah Shalihati; Muchamad Bachtiar; suhendi
Business Review and Case Studies Vol. 1 No. 1 (2020): BRCS, Vol 1 No 1, April 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.1.1.32

Abstract

This study aims to 1) identify complaints that arise and do not satisfy customers, and 2) identify communication strategies undertaken by PDAM Tirta Pakuan in handling customer complaints. The study was conducted at PDAM Tirta Pakuan using qualitative descriptive analysis. Researchers surveyed customers and held focus group discussions with the management of PDAM Tirta Pakuan. The method of data analysis is done by using a gap analysis between performance and the interests/expectations of customers for product and service attributes, as well as public relations strategy theory. The results showed that there were four attributes that predominantly received complaints and were not yet satisfying customers, namely the quality of water flow in the dry season, replacement or re-measurement of water meters, compensation for service interruptions, and compensation for settlement of claims for paying bills. Furthermore, there are four communication strategies that are carried out in handling customer complaints based on four aspects, namely fact-finding, planning and programming aspects, action and communication aspects, and evaluating aspects. Some things that need attention from the management of PDAM Tirta Pakuan are 1) improving the quality of water supply during the dry season, 2) periodically replacing or repeating water meters, 3) improving the compensation system for customer service interruptions, 4) improving the compensation system related to the problem of settling claims for payment of claims, 5) identifying complaints that have the potential to threaten the image or reputation of the company, 6) maximizing the use of social media in informing work activities that have the potential to cause service disruptions and customer complaints. Keywords: communication strategies, customer complaints, public relations, service disruption, social media
Competing With Ride-Hailing Startups: Business Transformation Strategies for Conventional Taxi Companies in Indonesia Asaduddin Abdullah; Raden Isma Anggraini; Dikky Indrawan
Business Review and Case Studies Vol. 4 No. 3 (2023): BRCS, Vol 4 No 3, December 2023
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.4.3.280

Abstract

The emergence of ride-hailing startups has dramatically changed the transportation landscape, threatening the existence of conventional taxi services. These new players have disrupted the traditional taxi industry, challenged their market share, and forced conventional taxi companies to adapt to changing consumer demands. As a result, conventional taxi companies like PT XYZ in Indonesia need to implement effective business transformation strategies to stay competitive and maintain their position in the market. This research implements a quantitative and qualitative descriptive approach and uses data analysis techniques, namely the IFE, EFE, IE matrix, QSPM, and Business Transformation Domain. The IFE analysis showed that a strong and strategic taxi distribution network in major cities was PT XYZ's main strength, while the company's financial position was a weakness. The EFE analysis identifies the high level of mobility and transportation needs as opportunity factors, while the standardization of fares, the number of fleets, and the lack of identity of online ride-hailing are threat factors. PT XYZ could implement the five domains of the digital transformation framework by increasing its business value by offering innovative taxi services, expanding service networks, improving customer interaction, developing business innovation through technology, utilizing data and analytics, and focusing on the company's strengths to compete with online taxi companies. Keywords: business competitiveness, business transformation, digital transformation domains, IE Matrix, QSPM
Co-Authors Aida Vitayala Hubeis Asaduddin Abdullah Dikky Indrawan Muchamad Bachtiar Radjab Tampubolon Shalihati, Fithriyyah Suhendi