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THE EFFECTIVENESS OF THE SALT POLICY IN INDONESIA Suhendi; Asaduddin Abdullah; Fithriyyah Shalihati
Jurnal Manajemen & Agribisnis Vol. 17 No. 3 (2020): JMA Vol. 17 No. 3, November 2020
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jma.17.3.315

In general, the goal of a policy is to achieve public welfare through regulations made by the government. Regulations are generally made because they are required to regulate the interests of the communities. Salt is an important commodity demanded by the people in Indonesia. In adition, Indonesia is a country with the second longest coastline in the world; therefore, it has a potential to produce salt and achieve self-sufficiency. However, the national salt production has not been able to meet the demand for salt, especially in meeting the needs for industrial salt. To overcome this problem, the government issued a policy of procuring salt through imports with the hope that industrial needs are met and simultaneously domestic salt production can be increased. The objective of this paper is to analyze the effectiveness of the government policies related to salt by adopting the Regulatory Impact Analysis (RIA) approach. Data and information were obtained through focus group discussions with relevant stakeholders and literature studies analyzed using the RIA approach. The results of this study concluded that the salt policies in Indonesia, especially related to the policy of salt imports, has not been effective. Strategies and corrective actions must be taken so that they can be optimally effective. Strategies that can be carried out include improving the import salt trade system through strengthening the data collection system, monitoring the running of local salt businesses and enforcing laws. The combination between improving the quality of salt produced by the local farmers and guaranteeing the salt prices at the farmer level will accelerate the achievement of the policy objectives. Keywords: self-sufficiency, public policy, imports, farmers, regulatory impact analysis

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

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

HOW EFFECTIVE IS EMPOWERING MSMEs THROUGH BUSINESS TRAININGS? A LESSON FROM DAYA PROGRAM OF BANK BTPN Idqan Fahmi; Fithriyyah Shalihati; Suhendi
Jurnal Aplikasi Bisnis dan Manajemen (JABM) Vol. 6 No. 3 (2020): JABM Vol. 6 No. 3, September 2020
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.6.3.669

Bank BTPN has a unique program called Daya aiming to grow the business of its MSME customers by giving free regular and systematic business trainings. The question is how effective is the Daya program in improving the business of its MSME customers. The effectiveness is shown by comparing business performances of participating MSME customers with non-participating ones. The study had been undertaken in 12 BTPN working areas by surveying 545 numbers of participants and 111 numbers of non-participants. The results showed that the Daya program had a positive direct impact on MSMEs' business variables such as turnover, operational cost and customers' business growth index (CBGI), especially at the micro-enterprises category. Indirectly, the trainings also have a good impact on MSME's family and environment reflected by changes in household expenditure (family) and number of employees (environment). Finally, the Daya program's has improved the quality of business practices of participating MSMEs in the aspects of managing finance, marketing, sales, human resources, operations and soft-skills. Keywords: empowering MSMEs, business trainings, business variables, customers’ business growth index, micro-enterprises

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

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

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

Constructing Adaptation Pads in A Form of MSME Resiliency Strategies in PT Nusantara Totalindo Logistics Muhammad Rizky Anugrah Pratama; Fithriyyah Shalihati; Lien Herlina
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 9 No. 2 (2023): IJBE, Vol. 9 No. 2, May 2023
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.9.2.256

PT Nusantara Totalindo Logistics (PT NTL) is a company engaged in the logistics transportation sector with fast business growth but is currently in the business introduction and business turbulence phase. In facing the business introduction phase and business turbulence, it is necessary to develop business resilience and adaptation strategies. This study aims to identify PT NTL's business potential and advantages, build business resilience for PT NTL by establishing PT NTL's vision and mission as a corporate statement to support the completeness of organizational documents and designing business resilience formulations for PT NTL through creating work programs, organizational structure, business model canvas, business processes, and business risk mitigation to build a business adaptation strategy. The data for this research were sourced from in-depth interviews and risk management research questionnaires. Based on the results of the study that has been done, a time-framed business adaptation-bearing formulation has been formed through six processes, starting from vision and mission formation to risk management that has adaptation and resilience properties. Business in the face of business turbulence. The management implications of a business resilience strategy are the establishment of a vision and mission according to the resilience and business adaptation strategy, a comprehensive organizational structure, work programs for the next five years according to business turbulence and disruption, a kanas business model that supports work programs up to logistics risk management. Keywords: business introduction phase, risk management, business risk, transportation collaboration system, business turbulence

Business Model in Plasma Nano Bubble Technology For Palm Oil Waste Processing Arif Imam Suroso; Anto Tri Sugiarto; Yohanes Aris Purwanto; Popong Nurhayati; Nur Hasanah; Anita Primaswari Widhiani; Khairiyah Kamilah; Muchamad Bachtiar; Raden Isma Anggraini; Fithriyyah Shalihati; Hansen Tandra
Jurnal Aplikasi Bisnis dan Manajemen (JABM) Vol. 10 No. 2 (2024): JABM, Vol. 10 No. 2, Mei 2024
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.10.2.549

Background: The palm oil industry strives to implement sustainable development, maintaining the environmental quality. However, the palm oil industry has problems processing liquid waste, often known as palm oil mill effluent (POME), since it could pollute the environment. This waste also requires a large costs to be processed. On the other hand, there is potential economic value from liquid waste to be processed into several products, namely biogas, organic fertilizer, and refining value-added compounds. Currently, POME waste processing innovation could be conducted by applying plasma nanobubble (PNB) technology. This creates opportunities for a business that is engaged in developing this technology.Purpose: The aim of this research is to analyse the business model of the Plasma Nano Bubble (PNB) technology development business for the palm oil industry. Design/methodology/approach: This research uses the Business Model Canvas (BMC) to map the business processes of the Plasma Nano Bubble (PNB) technology development.Findings/Result: This study indicate that the most prominent attribute exhibited by PNB technological enterprises is their value offer, which is demonstrated by their ability to deliver efficient processing time and cost effectiveness, resource efficiency, adherence to government regulations, and the establishment of strategic collaborations with external entities. Meanwhile, the weakest element is customer relations, as only long-term relationships, and the provision of intensive training for PNB technology resellers were found in this aspect. Several indicators were proposed to improve the business model of PNB's technology, namely key partnership, the key activity, value proposition, and customer relationship.Conclusion: This research gives an important contribution related to the environmental benefits of implementing this business. The continuous development for this technology needs to be implemented to process POME waste effectively and efficiently.Originality/value (State of the art): The state of the art of this research is the development of business models for environmentally friendly products in the palm oil sector, which is currently rarely conducted, in this case the study of PNB technology products. Keywords: business model canvas, palm oil, plasma-nano bubble (pnb) technology, sustainable development, palm oil waste

PENGUATAN KAPASITAS KELOMPOK USAHA MASYARAKAT ADAT: STRENGTHENING CAPACITY OF INDIGENOUS COMMUNITY-OWNED BUSINESS GROUPS Agustina Widi Palupiningrum; Suhendi Suhendi; Fithriyyah Shalihati
Jurnal Abdimas Bina Bangsa Vol. 4 No. 1 (2023): Jurnal Abdimas Bina Bangsa
Publisher : LPPM Universitas Bina Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46306/jabb.v4i1.1098

Indigenous Community-Owned Enterprises (BUMMA) and Indigenous Community Business Groups (KUMA) manage productive businesses in the fields of local food, handicrafts, agricultural and plantation products as well as the development of environmental services. BUMMA and KUMA at the regional and community levels are driven by cadres from the indigenous territory who have a passion for developing the economic potential in the Indigenous Territory into a business. The business development of BUMMA and KUMA is considered to face various challenges, both from the internal and external environment. The managers of BUMMA and KUMA have not been able to clearly identify the business model, financial management, and market development so their business management is underdeveloped. The purpose of this activity is to increase the capacity of BUMMA and KUMA managers, evaluate and strengthen business models in various businesses that are currently being occupied. The number of training participants was 14 people who were representatives of BUMMA and KUMA who were invited. The training implementation is divided into three stages, namely the introduction of business models with the Business Model Canvas (BMC) approach, business finance management and marketing. The resulting output target is that BUMMA/KUMA representatives can describe their current business model and write a list of expectations that need to be improved in the future, and evaluate their financial management and marketing. Evaluation of the activity showed that there was an increase in the participants' knowledge regarding business model elements and how to apply them, on the other hand, there was awareness regarding business financial management and marketing which must continue to be improved to support business development

Customer Re-Use Model of Online Vegetables and Fruit Grocery Platform in Indonesia Shalihati, Fithriyyah; Jayawinangun, Roni; Rahmatulloh, Febriandi
Jurnal Manajemen & Agribisnis Vol. 20 No. 3 (2023): JMA Vol. 20 No. 3, November 2023
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jma.20.3.500

The online customer satisfaction including re-use behaviour concept has been examined in the literature since the development of mobile and digital activity accelerated for the past two years. In order to determine sustainability of online fruit and vegetables grocery platform utilization in practice, not only understanding adoptions but also it is becoming crucial to have detailed understanding of its drivers continuation of re-using behaviour. Unified Theory of Acceptance and Use of Technology (UTAUT) widely used to observe adoptions of technology more specifically online grocery. In this research we will try to use UTAUT used to identify key driving factors of re-use behaviour. We run primary data collection by survey with probabilistic sampling techniques for existing users of top 2 online vegetables and fruit grocery and test the model using hierarchical multiple regression analysis. Sampling is not only conducted for the one that continues to use the platform but also switchers or stop using the services to gain complete understanding and point of view. Several key observations such as expectation, trust, risk, time, enjoyment and innovativeness will become important variables to extend the baseline. Detailed understanding of key driver using behaviour can be utilized as important business metrics to improve customer stickiness and provide personalized offering. Keywords: customer re-use, online grocery platform, utaut, structural equations model

Simulating Competing Customer Relationship Management (CRM) Models: A PLS-SEM Approach To Identifying The Best-Fit Model For Alumni Contribution in Higher Education Shalihati, Fithriyyah; Sumarwan, Ujang; Hartoyo, Hartoyo; Yuliati, Lilik Noor
Jurnal Aplikasi Bisnis dan Manajemen Vol. 11 No. 3 (2025): JABM Vol. 11 No. 3, September 2025
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.11.3.1024

Background: Higher education institutions (HEIs) are increasingly expected to maintain meaningful long-term relationships with alumni. Customer Relationship Management (CRM), particularly when integrated with social media, has emerged as a key strategy for fostering alumni engagement, satisfaction, and contribution.Purpose: This study aims to identify the best-fit structural model that explains alumni contributions through CRM and social media interaction, while also investigating the role of social media as a moderator, mediator, or intervening variable in these relationships.Design/methodology/approach: The study employed Partial Least Squares–Structural Equation Modeling (PLS-SEM) to simulate twelve alternative models using data from 271 alumni of IPB University. These models varied in CRM structure, the inclusion of satisfaction, and the positioning of social media within the pathway.Findings/Result: Twelve structural CRM models were simulated to examine the effect of CRM and social media on alumni outcomes. Among them, Model 12 demonstrated the best fit, with strong explanatory power (R²), predictive relevance (Q²), and low prediction error (RMSE/MAE). The model reveals a sequential pathway: CRM → Customer Satisfaction → Customer Engagement → Customer Loyalty → Alumni Contributions. CRM also influences Social Media, which in turn enhances Satisfaction. All structural paths are statistically significant, indicating that both CRM and social media play a critical role in driving alumni contributions through a satisfaction-based relational process.Conclusion: CRM in higher education is most effective when treated as a socially constructed process mediated by digital interaction. Social media strengthens institutional trust and emotional connection, playing a critical role in converting alumni satisfaction into sustained loyalty and contribution. Universities should implement social CRM strategies by leveraging digital platforms, personalizing alumni communication, and supporting long-term engagement programs.Originality/value: This study contributes to CRM theory by applying social construction theory to alumni engagement and offering an empirically validated model of how social media enhances relational CRM in HEIs. The findings have practical implications for alumni management strategies in the digital era. Keywords: CRM, social media, alumni engagement, higher education, social construction theory

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