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All Journal Jurnal Manajemen dan Agribisnis Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Business Review and Case Studies Jurnal Abdimas Bina Bangsa
Shalihati, Fithriyyah
School Of Business, IPB University, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : Indonesian Journal of Business and Entrepreneurship (IJBE)

 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
Constructing Adaptation Pads in A Form of MSME Resiliency Strategies in PT Nusantara Totalindo Logistics Rizky Anugrah Pratama, Muhammad; Shalihati, Fithriyyah; Herlina, Lien
Indonesian Journal of Business and Entrepreneurship 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

Abstract

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
Co-Authors Agustina Widi Palupiningrum‬ Anggraini, Raden Isma Arif Imam Suroso Asaduddin Abdullah Bachtiar, Muchamad Hartoyo Hartoyo Herlina, Lien Idqan Fahmi Khairiyah Kamilah Lilik Noor Yuliati Muchamad Bachtiar Nur Hasanah Popong Nurhayati Raden Isma Anggraini Rahmatulloh, Febriandi Rizky Anugrah Pratama, Muhammad Roni Jayawinangun Sugiarto, Anto Tri Suhendi Suhendi Suhendi Tandra, Hansen Ujang Sumarwan Widhiani, Anita Primaswari