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Faktor-Faktor Customer Experience Management yang Berpengaruh terhadap Peningkatan Citra Telkom Speedy pada PT TELKOM Kandatel Bekasi Aurora Nadhia; Musa Hubeis
Jurnal Manajemen dan Organisasi Vol. 2 No. 1 (2011): Jurnal Manajemen dan Organisasi
Publisher : IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (529.183 KB) | DOI: 10.29244/jmo.v2i1.14194

Abstract

Speedy as PT. Telkom Product is facing a high competition in internet services provider business. The product functional value is not sufficient to win the competition but it is need the internet service image as product image. Nowadays, Consumer perspective about product image is determined by their experiences. This is the reason behind Customer Experience Management (CEM) which defines as a process of managing customer experiences through company products or services. The factors of CEM are product, service, channel, promotion and brand. The research objectives at PT. Telkom Kandatel Bekasi are (1) to identify CEM factors of SPEEDY (2) to identify which CEM factors are influencing product image, (3) to indentify dominant CEM factor which influencing product imager (4) to recommend the effective implementation of CEM. The research showed 68,8 percent CEM factors were influencing Telkom Speedy image, which there are three factors e.g. product, promotion and brand were partially influenced Telkom Speedy image. Product was the most dominant factors of CEM which influenced image. The research recommended PT. Telkom to improve the quality of Telkom Speedy through speed of internet access improvement, front liners services, and promotion, to manage customer experience.
Hubungan Mutu Pelayanan Dengan Loyalitas Pelanggan Jasa Pengiriman Paket Pada Kantor Pos Kota Depok Emma Rahmawati; Musa Hubeis
Jurnal Manajemen dan Organisasi Vol. 2 No. 2 (2011): Jurnal Manajemen dan Organisasi
Publisher : IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (581.747 KB) | DOI: 10.29244/jmo.v2i2.14198

Abstract

fice were (1) To identify the relationship between service quality and customer loyalty; (2) To analyze the relationship strength between service quality and customer loyalty; (3) Assessing the service quality level by Depok City Post Office. The data collecting were primary and secondary data. Convenience sampling was chosen as sampling technique. The research analyze by descriptive analysis, Importance Performance Analysis (IPA), Range and Rank Spearman correlation test, and processed by Microsoft Excel 2007 and Software SPSS 17.0 version for Windows. The study by IPA showed the attribute spread out around all quadrant with the majority attributes placed on quadrant III, however the study will be focused on attributes placed Quadrant I: completly of information media, quick service and complaint service, which are the main important factors to improve. The research finding was proven the customer is categorize as loyal customer. The analysis of work attributes level showed reliability has no relation with loyality. The Relationship between Good Quality of Customer Service and Customer Packaging Delivery Service Loyalty in Depok City Post Office is strong showed by r = 0,277.
Pengukuran Kinerja Manajemen Rantai Pasokan dengan SCOR Model 9.0 (Studi Kasus di PT Indocement Tunggal Prakarsa Tbk) Anas Mutakin; Musa Hubeis
Jurnal Manajemen dan Organisasi Vol. 2 No. 3 (2011): Jurnal Manajemen dan Organisasi
Publisher : IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (654.59 KB) | DOI: 10.29244/jmo.v2i3.14211

Abstract

The objectives of this research were (1) Assess the supply chain structure of cement products in PT Indocement Induk Prakarsa (ITP) Tbk; (2) Conduct performance measurement of supply chain management (SCM) for cement products in PT ITP Tbk approach Supply Chain Operations Reference (SCOR) model version 9.0; (3) Provide alternatives solution to the problem after the measurement is known along with suggestions of measurement and analysis activities of SCM at PT ITP Tbk. Calculation of performance metrics level 1 is the perfect order fulfillment (POF) 82.43%, order fulfillment cycle time (OFCT) 2 days, the cost of good sold (COGS) 53.84% and cash-to-cash cycle time (CTCCT) 53 days. Opportunity value that is calculated using the lost opportunity measure (LOM) is a POF registration COGS Rp 552,146,310,636 and Rp 127,956,658,590. The mapping level 2 shows PT ITP Tbk have performance lowest deliver process, because the expedition and transportation of cement is less effective and efficient in sending customer orders. Mapping level 3 shows in detail the process of delivering PT ITP Tbk, so it can answer why deliver a low performance. From the results of the overall SCM performance PT ITP Tbk good enough, but needs to be improved on the expedition and the distribution of transportation to reach the target business objectives set PT ITP Tbk, which is improving customer service and increase profits.
Pengaruh Penerapan Konsep Good Corporate Governance Terhadap Kinerja Non-Keuangan di Kantor Pusat PT Asuransi Jasa Indonesia Irvian Syahbani Irwondy; Musa Hubeis
Jurnal Manajemen dan Organisasi Vol. 7 No. 2 (2016): Jurnal Manajemen dan Organisasi
Publisher : IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (494.861 KB) | DOI: 10.29244/jmo.v7i2.16567

Abstract

Good corporate governance defines the correlation among corporate’s elements which can determine the performance of the corporation. By implementing GCG within the corporates, it is expected to increase corporate performance improvement in both financial and non-financial sector. The purposes of this research is to analyze how the implementation of GCG and the performance of PT Asuransi Jasa Indonesia and how the GCG’s influence towards corporate performance. The analytical method used in this research is multiple linear regression analysis. The analysis result shows that the GCG implementation was not significantly effect PT Asuransi Jasa Indonesia performance. Accountability has significantly effect to PT Asuransi Jasa Indonesia performance. The coefficient determination (R2) was 0,187 (18,7%) showed that GCG implementation was still has small contribution to PT Asuransi Jasa Indonesia performance.
Pengaruh Rasio Pembayaran Dividen terhadap Harga Saham PT Bukit Asam (Persero) Tbk Periode 2005-2015 afrian destama; Musa Hubeis
Jurnal Manajemen dan Organisasi Vol. 7 No. 3 (2016): Jurnal Manajemen dan Organisasi
Publisher : IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (652.788 KB) | DOI: 10.29244/jmo.v7i3.16682

Abstract

PT Bukit Asam (Persero) Tbk (PTBA) is a large company engaged in the sub-sector of coal mining and has been listed in the Indonesia Stock Exchange (IDX) as a public company and was registered to have an Initial Public Offering (IPO) in year 2002. The investors as shareholders will strongly expect a high dividend every year (% per year). The annual dividend (in %) so called as Dividend payout ratio (DPR). The objective of the research are to analyze the effect of the DPR on stock prices of PTBA in the period 2005-2015 and as reference to determine dividend policy. The research secondary data was obtained from BEI, Indonesian Central Securities Depository PTBA. The simple linear regression model was developed in the research where the DPR stands for independent variable (y) and the dayly average stock price from the declaration dateto cum date stands for dependent variables. The results showed a positive relationship and unreal 42,3% between the DPR and the stock price of PTBA with the influence of 18,6%. But both variables do not have a linear relationship, so as to predict the stock price can not be done simply by using DPR as independent variables, but also need to consider other factors.
Analisis Mutu Layanan Terhadap Kepuasan Pengguna Commuter Vending Machine di Stasiun Bogor Audia Kalbila Ayu Nuh; Musa Hubeis
Jurnal Manajemen dan Organisasi Vol. 11 No. 1 (2020): Jurnal Manajemen dan Organisasi
Publisher : IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (259.231 KB) | DOI: 10.29244/jmo.v11i1.30497

Abstract

Commuter line is the most commonly used transportation especially in Jakarta, Bogor, Depok, Tangerang and Bekasi (Jabodetabek). This study aims to analyze service quality that affecting the Commuter Vending Machine (C-VIM) user’s satisfaction in Bogor Station and to explain the most significant service quality that affecting C-VIM user’s satisfaction. The primary data is earned by using questionaires. The secondary data are in the form of literature and official publications of PT KAI Commuter Indonesia (PT KCI). The method to determine the respondent is done by using purposive sampling with sample of 100 respondents that had already used C-VIM. The result are then analyzed by multiple linear regression. The result showed that variables such as tangibles, responsiveness, realibility, emphaty and assurance simultaneously affect C-VIM user’s satisfaction. Partially responsiveness and realibility have significant and positive effect on C-VIM user’s satisfaction. Hence, the increase of quality in responsiveness and realibility affect more significant towards C-VIM’s user satisfaction compared to the increase of quality in tangibles, emphaty and assurance.
Hubungan Perilaku Komunikasi dan Pengembangan Kapasitas Pelaku Agribisnis Perikanan Air Tawar di Padang, Sumatera Barat Yenny Oktavia; Pudji Muldjono; Siti Amanah; Musa Hubeis
Jurnal Penyuluhan Vol. 13 No. 2 (2017): Jurnal Penyuluhan
Publisher : Department of Communication and Community Development Sciences and PAPPI (Perhimpunan Ahli Penyuluh Pertanian Indonesia)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (313.616 KB) | DOI: 10.25015/penyuluhan.v13i2.15443

Abstract

Penelitian ini bertujuan: (1) Menganalisis tingkat konvergensi komunikasi dalam pengembangan kapasitas pelaku agribisnis perikanan air tawar.  (2) Menganalisis hubungan perilaku komunikasi dalam mengakses informasi dengan konvergensi komunikasi pengembangan kapasitas pelaku agribisnis perikanan air tawar.Data penelitian dikumpulkan dengan angket/kuesioner dan wawancara kelompok terhadap anggota kelompok pelaku agribisnis. Analisis data dilakukan dengan statistik deskriptif dan inferensial dengan Uji Rank Spearman. Hasil analisis deskriptif terhadap 284 pelaku agribisnis perikanan air tawar menunjukkan bahwa tingkat konvergensi komunikasi dalam pengembangan kapasitas tergolong rendah, ditandai dengan masih rendahnya mutu layanan informasi dan partisipasi pelaku agribisnis dalam berbagi informasi. Pengembangan kapasitas pelaku agribisnis perikanan air tawar dapat dilakukan dengan peningkatan perilaku komunikasi mengakses informasi, karena perilaku komunikasi berhubungan positif dan nyata dengan konvergensi komunikasi dalam pengembangan kapasitas pelaku agribisnis. Kemampuan kontak dengan pihak di luar komunitas dan intensitas penggunaan media merupakan bagian dari perilaku komunikasi yang berperan dalam peningkatan konvergensi komunikasi pelaku agribisnis sehingga perlu mendapat prioritas.Kata kunci: pengembangan kapasitas, konvergensi  komunikasi, akses informasi
Tingkat Keberdayaan Kelompok Tani pada Pengelolaan Usahatani Padi di Daerah Istimewa Yogyakarta, Jawa Tengah Muhammad nur jaya; Sarwititi Sarwoprasodjo; Musa Hubeis; Basita Ginting Sugihen
Jurnal Penyuluhan Vol. 13 No. 2 (2017): Jurnal Penyuluhan
Publisher : Department of Communication and Community Development Sciences and PAPPI (Perhimpunan Ahli Penyuluh Pertanian Indonesia)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (182.052 KB) | DOI: 10.25015/penyuluhan.v13i2.15903

Abstract

Keberdayaan kelompok tani merupakan out put dari proses pemberdayaan yang dilakukan terhadap para pelaku usahatani padi, proses pemberdayaan dilakukan dengan melalui penerapan komunikasi pembangunan partisipatif pada pengelolaan usahatani padi. Penelitian ini bertujuan menganalisis tingkat keberdayaan kelompok tani padiserta menganalisis faktor yang berpengaruh terhadap tingkat keberdayaan kelompok tani padi.Penelitian ini menggunakan paradigma positivistik dengan menggunakan metode survey.Penelitian kuatitatif dilaksanakan di Kabupaten Kulon Progo dan Sleman dan yang menjadi obyek penelitian atau unit analisis adalah kelompok tani dengan mengambil sampel 170 kelompok tani. Data hasil penelitian dianalisis secara deskriptif  dan eksplanatif dengan menggunakan SEM (Structural Equation Modeling) analisis. Hasil Penelitian adalah : (a) Kelompok tani secara keseluruhan kurang mampu meningkatkan keberdayaannya terkait usahatani padi ; (b)  Pelaksanaan komunikasi pembangunan partisipatif berpengaruh langsung terhadap tingkat keberdayaan kelompok tani ; (c) Pemanfaatan modal sosial berpengaruh tidak langsung terhadap tingkat keberdayaan kelompoktanimelalui pelaksanaan komunikasi pembangunan partisipatif sebagai peubah mediasi. Kata kunci: Keberdayaan, komunikasi pembangunan partisipatif, modal sosial, usahatani, kelompok tani
Evaluasi Kinerja Layanan Pengembangan Bisnis Bagi Usaha Kecil Menengah : Kasus BDS Garmen di Jakarta Arfian Muslim; Musa Hubeis; Illah Sailah
MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah Vol. 1 No. 1 (2006): Jurnal Magister Profesional Industri Kecil Menengah
Publisher : Institut Pertanian Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (121.795 KB) | DOI: 10.29244/mikm.1.1.%p

Abstract

Business Development Service (BDS) is a non financial services entity which try to increase SME performance through market access, production process improvement, management development, financial facility and other that suitable SME’s need. BDS organization could be a private company, non government organization (NGO), government institution, industrial association, etc. The purpose of this study are to evaluate BDS performance and to find out BDS’s key success. This study is held with a survey methode by using questioner. The scope of this study is financial aspect, customer perspective, internal process and organization learn and growth. Performance evaluation uses a method of Balanced Scorecard. The result and analysis for BDS Harmoni are : (1) healthy financial aspect showed by rentability and liquidity ratio above 100%; (2) customer perspective is acknowledged by appropriateness between performance and perception, rate is 85,45%; (3) internal business process is quite good, refer to the capability of BDS to create and respond to SME’s need and the fulfillment of business plan; (4) organization learn and growth which is stated by employees satisfaction (67,5%). The key success of BDS is measured by financial utilization aspect (rentability, liquidity and solvability); customer (customer satisfaction and retention); internal process (the comparison between realization and business plan as well as a customer monitoring regularly); and organization learn and growth (employees satisfaction, active learning, organization development; individual empowerment, knowledge management and technology implementation). Score for BDS Harmoni is 1,9 or above standard from bechmarking standard.
Faktor-faktor yang Mempengaruhi Kompetensi Kerja Karyawan Aris Wijayanto; Musa Hubeis; M. Joko Affandi; Aji Hermawan
MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah Vol. 6 No. 2 (2011): Manajemen IKM
Publisher : Institut Pertanian Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (339.176 KB) | DOI: 10.29244/mikm.6.2.1-9

Abstract

The purpose of this paper is to gain clarity and better understanding on important determinants that contribute to the formulation of employee’s competencies in the workplace. The methodology in this study is using SEM (Structural Equation Model) with two latent variables which are: employee’s soft competency and employee’s hard competency. For each latent variable mentioned, there are several measurable indicators being identified based on theoritical framework and previous studies to be tested. The important findings are: family values, personal’s purpose of life, social environment, accessability for a mentor and formal education, all are important determinants for employee’s soft competency. While training, working experiences, clarity of job description and SMART (Specific, Measurable, Attainable, Relevant and Timebond) objective setting, all are important determinants for employee’s hard competency. From the goodness of fits test to conclude the best recommended model to explain the relationship between main determinants for competencies, main determinants for performance and between competencies and employee’s performance this study succesfully generate a good model which could be useful for both practicioners and researchers on their effort to find ways to further drive employee’s productivity
Co-Authors - Adelita - Amrullah - Aslichan - Rohayati Abal Karima Abdul Kohar Irwanto Abizar Giffari Thahir Achmad Mustafa Kamal Adeni, Susri afrian destama Agus Heri Purnomo Agus Maulana Agus Maulana Agus Susilo, Dwi Ahmad Sulaeman ahmad yani Aida Vitayala S. Hubeis Aji Hermawan Aji Hermawan Aji Hermawan Aldi Cahyanugroho Aminah, Mimin Amir Tengku Ramly Amiruddin Saleh Anas Mutakin Andrian Andrian Anggraini Sukmawati Anisa, Norna Annisa Milana Ano Juhana Arfian Muslim Arief Daryanto Arif Imam Suroso Arif Rahman Saleh Arif Satria Ariharti, Mira Astuti Arina Nur Farida Aris Wijayanto Asep Rakhmat ASEP SAEFUDDIN Asri Delmayuni Audia Kalbila Ayu Nuh Aurora Nadhia Bagus Putu Fabio Bahukeling, Trukan Sri Basita Ginting Basita Ginting Sugihen Bayu Koen Anggoro Bintang Akbar MB Bremanti, Lisa Budi Prasetyo Budi Purwanto Budi Suharjo Budi Supriyatno Bufara, Diqdar Satya Bungaran Raymond Titus da Costa, Yosefine Dadang Sukandar Dany Alifah Irawati Darwin Kadarisman Darwin Kadarisman Darwis Sunandar Daryl Januar Isya Dasairy, Zulfa Sania Deddy Muchtadi Deden Taufik Komara Deni Achmad Soeboer Deni Deni Devi Sonalia Dewi Rachmayanti Dewi Sulistyani Dewi, Ani Rahayuni Ratna Dewi, Farida Ratna Dewi, Mariena Dewi, Wiwi Kania Dian Pratomo Dian Setyawati Dian Wulandari Diqbal Satyanegara Diyanti Diyanti Djuara P Lubis Dwiyanti, Rizda E. Srivishnu Herlambang Eka Intan Kumala Putri Eko Ruddy Cahyadi Elvirysma T. Nainggolan Emma Rahmawati Endang Gumbira Said Enrico Annas Eriyatno . Ervina, Cordelia Etty Riani Ety Yuliaty Euis Sunarti Fadzriani Nur Faqih Udin dan Jono M. Munandar Meivita Amelia FARAH FAHMA Farid M. Afandi Firdaus Budhy Saputro Fransiska R Zakaria Fransiska Rungkat Zakaria Gauzi, Sami Gendut Suprayitno Gendut Suprayitno Gendut Suprayitno Ginting, Agustina Pertisia Giyatmi Giyatmi Gunadi Sindhuwinata Gunawan Tangkilisan Hajirin Hardiana Widyastuti Hari Wijayanto Hari Wijayanto Hartoyo Hartoyo Hartrisari Hardjomidjojo Hasan Supriadi Herien Puspitawati Heru Subiyantoro Heti Mulyati I Nyoman Suisnaya Ida Ayu Putu Sri Widnyani Idqan Fahmi Ignatius Jeffrey Ika Yuliasari Illah Sailah Iman Santoso Indaryanto, Adrid Indupurnahayu Indupurnahayu, Hj. Intan Zania Irpan Ripa’i Sutowo Irvian Syahbani Irwondy Irwan Irwan Iwan Armawan Janita Meliala Jaya, Muhammad Nur Jayawarsa, A.A. Ketut Jimmy Rusma Johan, Ria Susanti John Kennedy Thesia Joko Affandi Joko Affandi Josy Adiwisastra Juniawati , Suci Karno Khaeruman Komar Sumantadinata Kurniadewi, Yogtavia Indah Lanjarsih Lanjarsih Lanny Syamsir Lasmaida Gultom Lidya, Febby Lisa Rosiana M A Faishol Zuhri M. Joko Affandi M. Joko Affandi M. Joko Affandi M. Joko Affandi M. Syamsul Maarif MA Faishol Zuhri Ma'mun Sarma Machfud Sidik Mahdane, Afri Mardijja, Waladan Marjania Ayu Azizah Maruli Tua Sihombing Maryani Yani Masrukin Masrukin Mayasari, Yiyis Minaldi Loeis Moh Faqih Dwi Saptaji Muhammad Syamsun Muhammad Syamsun Muhammad Syamsun Mukhamad Najib Mukhammad Najib Muksin, Muksin Munandar, Aris Nancy Yusnita Nancy Yusnita Nancy Yusnita Niar Yuniarsih Nilamsari, Natalina Nimmi Zulbainarni Ninuk Purnaningsih Nopi Hidayat Nopi Hidayat Nora H. Pandjaitan Novijanti, Erma Nunung Nurhayati Nur Asyik, Mochamad Nur Hadi Wijaya Nur Hadi Wijaya Nur Hidayati Nurcomariah Nurhasanah Nurhasanah Nurmala Katrina Pandjaitan Nurul Dwi Prihutami Nurul Dwi Prihutami, Nurul Dwi Ovriyadin Palupi, Nurheni Sri Panca Dewi Setyarini Partogi S. Samosir Parulian Hutagaol Peinina Ireine Nindatu Poppy Novita Pasaribu Prabowo, Aji Patra Aria Pudji Muldjono Pudji Muljono Puji Muniarty Purwaningrum, Cucu Rina Purwanto, Budi Putri Fika Hidayansyah Putri, Revina Devitani Rachmayanti, Dewi Rahmat Darmawan, Rahmat Rilus Kinseng Rimawan, M Rinaldi, Ricky Rini Andriani Rio Kartika Supriyatna Rohmatul Umah Rudi Laksono Sadikin Kuswanto Sadikin Kuswanto Sadu Wasistiono Saefurrohman, Asep Saleh, Amirruddin Santoso Budi Widiarto Santoso, Hudi Sapta Raharja Saripudin Saripudin Saripudin Saripudin Saripudin Satyanegara, Diqbal Serly Silviyanti Setiadi Djohar Setiadi Johar Setyo Susilo Shoffan Nizomi Suparman Sihombing, Maruli Tua Singmin Johanes Lo Siti Jahroh Siti Kipdiyah Siti Maharani Chairunnisa Sjafri Mangkuprawira Slamet, Alim Setiawan Subakir, Andi Agus Sudradjat Sudradjat Suhartono . Suhartono . Sukarna, Anton Sukiswo Dirdjosaputro Sumardjito, Herry Sumunar Jati Sundoro, Bagus Yudo Suratni Suratni Suryahadi Suryahadi (Suryahadi) Susi Handayani Susi Handayani Susilo Wibowo Tantri Wijayanti Tatik Yuniarti Tatik Yuniarti Taufik Hidayat Tb. Nur Ahmad Maulana Titien Yusnita Titin Mahardini Tjahja Muhandri Tjahya Supriana Trista Fristovana Vera Nora Indra Astuti Wahyu Budi Priatna Wahyu Fikri Radhian Wati, Sri Anggun Kemala Wenda, Datina Windy Putri Arianti Wine Widiana Wini - Trilaksani Wisman Indra Angkasa WULANDARI Yenny Oktavia Yosep Rizal Yudha Iman Sulistya Yuli Rohmalia yusnita, nancy Zeany Cahyari Ginting Zulkarnain Zulkarnain