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All Journal Jurnal Teknik Industri USU International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET)
Sugih Arto Pujangkoro
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering

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INTEGRASI METODE KANO DENGAN QUALITY FUNCTION DEPLOYMENT UNTUK MENINGKATKAN MUTU PELAYANAN HOTEL Dara Muthia Herda; Sugih Arto Pujangkoro; Rosnani Ginting
Jurnal Teknik Industri USU Vol 3, No 4 (2013): Jurnal Teknik Industri USU
Publisher : Departemen Teknik Industri Universitas Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (494.752 KB)

Abstract

Persaingan antar hotel yang terjadi pada saat ini dalam memperebutkan pelanggansangat tinggi. Selain itu, ditambah dengan keluhan yang dirasakan pelanggan dari pelayananHotel ABC membuat pelanggan menjadi kurang puas terhadap pelayanan yang diberikan.Keluhan tersebut antara lain: lambatnya respon karyawan didalam melayani permintaanpelanggan, kurangnya inovasi menu makanan yang disediakan, air conditioner yang kurangdingin, air panas yang tidak berfungsi maksimal, dan kualitas air yang kurang jernih. Keluhantersebut membuat terjadinya penurunan jumlah pelanggan pada bulan Januari-Maret 2013sehingga posisi dari Hotel ABC berada pada peringkat kelima dari Hotel Internasional lainnyayang ada di Kota Medan. Penelitian ini bertujuan untuk mengetahui keinginan dari pelangganserta menyusun prioritas perbaikan kualitas pelayanan yang seharusnya diberikan kepadapelanggan hotel ABC. Pendekatan awal yang dilakukan yaitu dengan metode Kano. MetodeKano digunakan untuk mengkategorikan atribut pelayanan berdasarkan kategori Kano danmetode Quality Function Deployment (QFD) untuk menerjemahkan keinginan pelanggan yangdihubungkan dengan karakteristik pelayanan menurut penilaian pihak manajemen hotel.Berdasarkan hasil pendekatan yang dilakukan dengan metode Kano diperoleh 9 variabelkeinginan pelanggan yang telah terkategori sesuai dengan kategori Kano yaitu must be, onedimensional, dan attractive. Hasil pengkategorian atribut dengan Kano menunjukkan bahwamasih terdapat atribut yang terkategori must be dan one dimensional, artinya masih perlubentuk perbaikan dari pihak manajemen hotel. Dari hasil QFD diketahui bahwa variabel“kemampuan karyawan” menjadi prioritas pertama dalam upaya perbaikan dengan nilaitingkat kepentingan tertinggi yakni 4,83%.
THE INFLUENCE OF LEADERSHIP STYLE, ORGANIZATIONAL CULTURE, AND WORK ENVIRONMENT ON THE PERFORMANCE OF PT EMPLOYEES. PERKEBUNAN NUSANTARA III (PERSERO) KEBUN BANDAR BETSY Ahmad Fitra; Iskandarini; Sugih Arto Pujangkoro
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 3 No. 2 (2024): JANUARY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v3i2.342

Abstract

The Influence of Leadership Style, Organizational Culture, and Work Environment on Employee Performance at Pt. Perkebunan Nusantara Iii (Persero) Kebun Bandar Betsy. This research was conducted at PT. Perkebunan Nusantara III (Persero) Kebun Bandar Betsy, while the object of research is employees at PT. Perkebunan Nusantara III (Persero) Kebun Bandar Betsy.The population in this study were employees of PT. Perkebunan Nusantara III (Persero) Kebun Bandar Betsy as many as 500 people. The sample in this study was 98 people. With the results, Leadership Style partially influences employee performance at PT Perkebunan Nusantara III (Persero) Kebun Bandar Betsy. Organizational culture partially influences employee performance at PT Perkebunan Nusantara III (Persero) Kebun Bandar Betsy. The work environment partially has no effect on employee performance at PT Perkebunan Nusantara III (Persero) Kebun Bandar Betsy. Leadership Style, Organizational Culture and Work Environment simultaneously influence employee performance at PT Perkebunan Nusantara III (Persero) Kebun Bandar Betsy.
THE INFLUENCE OF ORGANIZATIONAL CULTURE, ORGANIZATIONAL COMMITMENT AND LEADERSHIP ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR AT PT. JAYA CENTURY ABADI SENTOSA LHOKSEUMAWE CITY Cheptian Simamora; Sugih Arto Pujangkoro; Iskandarini
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 3 No. 6 (2024): MAY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v3i6.451

Abstract

Company performance must be seen broadly by identifying the success of the organization in meeting community needs and making improvements and improving services to the community because the government's performance has led to good governance. A successful organization is an organization that has a vision and mission that is clear, measurable and can be actualized in company performance. Performance measurement covers various aspects so that it can provide efficient and effective information in achieving performance. Measuring company performance cannot be separated from the performance of its employees. By doing their work, employees produce something called output. Performance is the result of work carried out by employees or real behavior that is reflected in their role in the organization as the organization has one goal, namely seeking profit. The organization can act on the activities or actions of the organization's employees.From previous research observations, it is also known that the phenomenon that occurs in organizations is that there is still a lack of role models for managers in terms of entering and leaving work on time, so this has become a culture or tradition among employees because many employees are not punctual, making employee performance not optimal.
THE INFLUENCE OF RETAIL SERVICE QUALITY ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE IN ALFAMIDI MEDAN CITY Finella Gilda Novia Sembiring; Iskandarini; Sugih Arto Pujangkoro
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 3 No. 6 (2024): MAY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v3i6.459

Abstract

Research purposesTo analyze whether retail service quality, retail service quality influences customer satisfaction and customer loyalty at Alfamidi in the city of Medan.The type of research that the author uses in the research is quantitative research. This research was conducted at Alfamidi in the city of Medan, starting from June to August 2023. The population in this research were customers shopping at Alfamidi in the city of Medan in the surrounding Medan Amplas area, namely Alfamidi SM Raja 3, Alfamidi Selambo, Alfamidi Amplas, and Alfamadi Super SM Raja who used Alfamidi member cards amounted to 1,970 customers for a month, which became the research population. The sampling carried out in this research used purposive sampling. So the resulting sample is 220 samples. With the results of Retail Service Quality, it has a positive and significant effect on Customer Satisfaction at Alfamidi, Medan City. Retail Service Quality has a positive and significant effect on Customer Loyalty at Alfamidi, Medan City. Customer Satisfaction has a positive and significant effect on Customer Loyalty at Alfamidi, Medan City. Customer Satisfaction mediates the influence of Retail Service Quality on Customer Loyalty in Alfamidi, Medan City.
Co-Authors Ahmad Fitra Cheptian Simamora Dara Muthia Herda Finella Gilda Novia Sembiring Iskandarini Rosnani Ginting