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All Journal Jurnal Sinergi Jurnal Siasat Bisnis JUMLAHKU: Jurnal Matematika Ilmiah STKIP Muhammadiyah Kuningan Journal of Language Education and Educational Technology (JLEET) Gestalt : Jurnal Desain Komunikasi Visual Jurnal Matematika Ilmiah Universitas Muhammadiyah Kuningan
Yazid Yazid
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : Jurnal Siasat Bisnis

 1 
Service yang Berkualitas Yazid Yazid
Jurnal Siasat Bisnis 2005: Edisi Khusus (Pemasaran)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

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Abstract

Setiap manajer dituntut untuk dapat melaksanakan proses service delivery secara efektif dan efisien. Akan tetapi pelaksanaan prinsip ini jauh lebih kompleks. Hal ini dikarenakan service itu intangible, sehingga kon¬sumen memerlukan fasilitas-fasilitas tangible agar mereka dapat menilai seberapa berkualitaskah service yang mereka terima. Agar eksekusi service yang berkulitas efektif dan efisien, para manajer perlu merumuskan visi kualitas service, bagaimana seharusnya mengukur, menetapkan objektif kualitas service, memonitor dan melaku¬kan kontrol, serta mengevaluasi kualitas service. Ini demikian karena kinerja dari fasilitas-fasilitas tangible terse¬but dan pandangan konsumen tentang service yang berkualitas dapat saja menghasilkan efek persepsi tentang kualitas yang beragam, bergantung kepada factor-faktor yang bisa dan tidak bisa dikontrol yang melingkupi proses delivery dimaksud. Semua pengukuran di atas diperlukan agar manajer bisa merealisasikan prinsip do it right the first time. Prinsip ini perlu dipegang teguh karena service yang tidak berkualitas ternyata mengakibatkan pemborosan waktu dan biaya.Para manajer harus paham bahwa proses eksekusi service yang berkualitas tidak saja melibatkan aspek teknis, akan tetapi juga aspek-aspek strategis dan nonteknis lainnya yang lebih luas. Kata kunci: service yang berkualitas.
Implementasi System Informasi: Dari Resistensi, Rekayasa Bisnis, hingga Penciptaan Kemakmuran Yazid Yazid
Jurnal Siasat Bisnis Vol. 1 No. 6 (2001)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

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It is hoped that by using information system (IS) or information technology (IT) business world will be able to take more and more benefits, and customers could be more satisfied. IT is not surprising, therefore, if the decision on information system investment becomes an integral part of the overall organization’s strategies. Yet, the success of IS development much depends on several factors such as the ability of management to identify the sources of and overcome change resistance. Satisfying customers is very promising effort: increase cash flow and profit. Yet, the result, mainly, depends on the management or researchers’ perception about satisfaction score, the costs should be incurred, and the management understanding about the concept and tools of IS. This paper will discuss about change resistance and alternative ways to overcome the problem, satisfaction trap, the important of cost reduction in IS implementation, and concept and tool to be understood by managers, especially the managers of service organizations.Keywords :    change resistence, information system, customer satisfaction 
Co-Authors Inri Rahmawati La Ode Nggawu M. Irfan Habibi Sigit Firdaus Prayogi Wa Ode Fatima Azzahra