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Service Recovery Strategy And Customer Satisfaction: Evidence From Hotel Industry In Yogyakarta-Indonesia Budi Suprapto; Galang Yunanto Hashym
KINERJA Vol. 14 No. 2 (2010): Kinerja
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v14i2.43

Abstract

This paper aims to discuss the findings from a study conducted concerning service recovery strategies and customer satisfaction among the hotels in Yogyakarta, Indonesia. The hospitality industry in Yogyakarta is a booming one and competition in the hotel industry is indeed stiff. To reduce the level of service failure in hotels as a result of unsatisfactory services, there is a need to identify recovery strategies to rectify and better manage the situation. The primary aim of this study is to analyze service recovery strategies and the impact of these strategies which consist of compensation, speed of recovery, and apology on service recovery satisfaction among hotel guests. A total of 113 respondents participated in this study comprising hotel guests in Yogyakarta, Indonesia by way of answering a set of questionnaire. Results from the regression analysis showed that compensation, speed of recovery, and apology are all influencing factors in customer satisfaction either implemented partially or wholly. Furthermore, it is indicated that apology has the biggest impact on customer service satisfaction compared to the other recovery strategies.
Strategi Pemasaran Digital, Branding dan Survei Pasar Produk Olahan Mawar Sapuangin Sari, SE., MBA., Nadia Nila; Budi Suprapto; Api Adyantari; Vonezyo Yupanzara Dharomesz
Jurnal Atma Inovasia Vol. 3 No. 5 (2023)
Publisher : Lembaga Penelitian dan Pengabdian pada Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/jai.v3i5.7750

Abstract

Sapuangin an area located in the Klaten Regency, Central Java Region, has the natural resource of roses plant which are intercropped in the residents' yards. Most of the people sold it as sowing flowers, but the obstacle encountered is the decline in prices due to the seasonal nature of sowing flower sales, therefore knowledge about processing roses to other form of products is needed. To answer the obstacles, the UAJY service team consists of three faculties, created a program to train the residents to process roses into the form of bath soap, bath salts, hand sanitizer, aromatherapy candles, rose resin and rose water. Besides providing training on making rose, it is important to is trying to convey information from upstream to downstream where the marketing process needs to be socialized meanwhile conducting competitor analysis and consumer interest surveys. To deliver the marketing materials used lectured and group discussion forums by dividing the material into basic marketing, branding and digital marketing. Based on the material presented, it was found that residents needed more direction in carrying out the marketing process. Residents are quite familiar with the use of social media, but training is needed in making logo designs to create content on social media. From the results of a survey of competitors it was found that the more the main raw materials were added to the product, the selling price would increase. Found primarily in soap, salt, hand sanitizer and aromatherapy candles, consumers want a fragrance in the product. Keywords—Sapuangin, Mawar, Marketing Strategy, Branding, Digital Marketing, Competitor analysis, Consumer interest survey Abstrak—Wilayah Sapuangin terletak di wilayah klaten memiliki potensi dalam menghasilkan bunga mawar yang ditanam secara tumpang sari di halaman warga. Bunga mawar yang tumbuh subur memiliki dapat dijual sebagai bunga tabur, namun kendala yang ditemui adalah turunnya harga dikarenakan penjualan bunga tabur bersifat seasonal, sehingga diperlukan adanya pengetahuan mengenai pengolahan bunga mawar. Untuk menjawab kendala yang terjadi pada masyaratak tim pengabdian UAJY yang tergabung dari tiga fakultas membuat program untuk melatih masyarakat mengolah bunga mawar ke dalam bentuk sabun mandi, garam mandi, handsanitaizer, lilin aromaterapi, resin mawar dan air mawar. Selain pelatihan pembuatan produk olahan, tim pengabdian berusaha untuk menyampaikan materi secara hulu ke hilir dimana proses pemasaran perlu disosialisasikan hingga melakukan analisis pesaing dan survei minat konsumen. Penyampaikan materi pemasaran dilakukan dengan metode ceramah dan forum group discussion dengan membagi materi menjadi pemasaran dasar, branding dan pemasaran digital.  Berdasarkan materi yang telah disampaikam ditemukan bahwa warga membutuhkan lebih banyak arahan dalam melakukan proses pemasaran. Warga cukup familiar dengan penggunaan sosial media, namun diperlukan pelatihan dalam pembuatan desain logo untuk menciptakan konten pada sosial media. Dari hasil survei pesaing ditemukan bahwa semakin terdapat tambahan bahan baku utama pada produk maka akan meningkatkan harga jual. Ditemukan terutama pada produk sabun, garam, handsanitizer dan lilin aromaterapi konsumen menginginkan aroma wangi pada produk. Kata Kunci—Sapuangin, Mawar, Strategi Pemasaran, Branding, Pemasaran Digital, Analisis pesaing, Survei minat konsumen
Optimalisasi Peningkatan Usaha Ekonomi Produktif Bagi Orang Tua dengan Anak Disabilitas di Desa Ngawonggo Kecamatan Tajinan Kabupaten Malang Juli Astutik; Budi Suprapto; Abidin, Zaenal
Jurnal Pengabdian Tri Bhakti Vol 6 No 2 (2024): Jurnal Pengabdian Tri Bhakti
Publisher : Lembaga Pengabdian kepada Masyarakat Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70825/jptb.v6i2.2297

Abstract

This Internal Community Service (PMI) program aims to improve the family economy, parents with children with disabilities through training and mentoring “making pastries of various shapes and flavors”. The activity was carried out, considering that since the Covid 19 pandemic all community activities have completely stopped for more than 3 years, as well as the activities of the association of parents with children with disabilities. This community service program is an alternative to opening a home industry business for parents with children with disabilities. The participants of this program are parents with children with disabilities who are members of the “Bintang Harapan” association in Ngawonggo Village, Tajinan District, Malang Regency. Methods used: lectures and mentoring. As a result of the implementation of this service, partners can: 1) gain knowledge of making pastries with various flavors and variants, 2) able to practice themselves directly based on direction and guidance from experts (related to the manufacturing process from selecting ingredients to the production of pastries), 3) partners have their own equipment as a result of grants from the service team. The suggestions/recommendations are: 1) the ability of partners in making pastries can be used as an alternative opportunity to open a pastry business, 2) in the future it is necessary to design a trademark as branding of productive economic businesses 3) in the medium term it is necessary to think about a marketing strategy so that the business can run smoothly and sustainably.