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Sugih Arto Pujangkoro
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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.
THE EFFECT OF PRIVATE LABEL, SERVICE QUALITY, PRODUCT DISPLAY AND PRICE DISCOUNT ON IMPULSE BUYING AT PT. X MABAR HILIR BRANCH, MEDAN CITY Tiza Rahmadina; Sugih Arto Pujangkoro; Syafrizal Helmi Situmorang
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 3 (2023): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i3.917

Abstract

Supermarket or minimarket sales are carried out impulsively (Impulse Buying). In this study, impulse purchases are thought to be influenced by four factors, namely private labeling, service quality, product displays, and price discounts. For this reason, the researcher explains how the challenges of this research are formulated: 1) Does private label affect impulse purchases at PT. X Mabar Hilir Branch? 2) Does the quality of service affect impulse purchases at PT. X Mabar Hilir Branch? 3) Does the product display have an impact on impulse buying at the PT. X Mabar Hilir Branch? 4) Does the price cut have an impact on impulse purchases at PT. X Mabar Hilir Branch?; How to do Private Label, Service Quality, Product Display, & Price Discount All Affect Impulse Buying at the PT. X Mabar Hilir Branch? In this study, 150 PT. X Mabar Hilir clients served as the quantitative research samples. The study's findings are as follows: (1) Private Label has a positive and significant impact on customers' impulsive purchases during PT. X Mabar Hilir with t counts > the ttable (2.501 > 1.97646), and the significance of t is below 0.05 (0.013 0.05); (2) Service Quality has a positive as well as a significant impact on customers' impulsive purchases that PT. X Mabar Hilir with t counts > the ttable (2.375 > 1.97646); (3) Price has a positive and significant; (3) Through tcount > ttable (2.501 > 1.97646) and the significance of t is below 0.05 (0.013 0.05), product display has an important and beneficial effect on consumer impulse buying at the PT. X Mabar Hilir Branch; Price discounts have a positive and significant impact on consumer impulse purchases at PT. X when tcount > ttable (2.011 > 1.97646) as well as the significance of t is less than 0.05 (0.046 0.05); ((5) For f counts > ftable (59.565 > 2.43) or an importance of 0.05, private label, service quality, product display, and price discount have a positive and significant impact on consumer impulse buying at PT. X. Branch Mabar Hilir .
THE INFLUENCE OF TRAINING, EDUCATION AND MOTIVATION ON THE PERFORMANCE OF CULTURE AND TOURISM EMPLOYEE SAMOSIR DISTRICT Annevelin Naibaho; Sugih Arto Pujangkoro; Iskandarini
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 3 (2023): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i3.932

Abstract

This study aims to determine the effect of training, education and motivation on the performance of employees of the Samosir Regency Culture and Tourism Office. This study used primary data obtained by distributing questionnaires to 80 respondents who were selected using a census technique. The variable measurement scale used in this study uses a Likert scale which functions to measure variable indicators that produce ordinal data. The results showed that training had an effect on Employee Performance at the Samosir Regency Culture and Tourism Office, education had an effect on Employee Performance at the Samosir Regency Culture and Tourism Office, motivation had an effect on Employee Performance on the Samosir Regency Culture and Tourism Office and training, education, and motivation had an effect on Employee Performance on Samosir Regency Culture and Tourism Office.
THE INFLUENCE OF SERVICE QUALITY, PRICE PERCEPTIONS AND EXPERIENTIAL MARKETING ON WORLD OF MOUTH IN MANDIRI BINA PRESTASI UNIVERSITY (UMBP) STUDENTS Christy Ardelia Tarigan; Sugih Arto Pujangkoro; Rulianda Purnomo Wibowo
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 5 (2023): October
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i5.1082

Abstract

This study examines the Quality Of Service, Perception Of Price And Experimental Marketing On The World Of Mouth In Students Of Mandiri University Develop Achivements. As for this research method is quantitative, with data collection in the form of a questionnaire. while the respondents were students. The conclusions from this study are first that service quality has a positive and significant effect on Word of Mouth among Mandiri Bina Prestasi University (UMBP) students; Second, 2. That Perceived Price has a positive and significant effect on Word of Mouth for Mandiri Bina Prestasi University Students (UMBP); Third, that Experiential Marketing has a positive and significant influence on Word of Mouth for Mandiri Bina Prestasi University (UMBP) students; Fourth, 4. That Service Quality, Perceived Price and Experiential Marketing simultaneously have a positive and significant effect on Word of Mouth in Mandiri Bina Prestasi University Students (UMBP).
THE INFLUENCE OF RETAIL SERVICE QUALITY AND PRODUCT PRICES ON CONSUMER SATISFACTION AT SUZUYA PASAR ACEH BARU Retta Marina BR Siahaan; Sukaria Sinulingga; Sugih Arto Pujangkoro
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 2 (2024): April
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i2.1584

Abstract

This research aims to test and analyze the influence of retail service quality and price on consumer satisfaction at Suzuya Pasar Aceh Baru. Population of all Suzuya Pasar Aceh Baru consumers. Determining the number of samples to use the formula is 5 times the number of indicator variables, totaling 31 indicators used, totaling 155 samples. The analysis technique used is multiple linear regression analysis. The research results prove that Retail Service Quality and Price are the factors causing the decline in consumer satisfaction which has an impact on the decline in sales of Suzuya Pasar Aceh Baru. This is known from the respondents' answers where the respondents' perceptions regarding Retail Service Quality and Prices are Not Good. Personal Interaction, Promises, and Problem Solving partially do not have a significant effect on Consumer Satisfaction at Suzuya Pasar Aceh Baru. Meanwhile, Policy, Physical Appearance, Convenience, and Price show that they partially have a positive and significant effect on Consumer Satisfaction at Suzuya Pasar Aceh Baru. Simultaneous testing shows that Retail Service Quality and Price simultaneously influence Consumer Satisfaction at Suzuya Pasar Aceh Baru.
ANALYSIS OF SENTIMENT ON USE OF MOBILE BANKING AT BANK SUMUT USING THE NAIVE BAYES METHOD Haposan Arthur Fransiskus Turnip; Nazaruddin; Sugih Arto Pujangkoro
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 3 (2024): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i3.1650

Abstract

Mobile applications have several other limitations that other types of software do not have, such as mobile context, connections, small screens, different resolutions, limited power and capabilities and different data entry methods, so that in evaluating usability factors they cannot be equated with software on In general, this research aims to analyze the causal relationship used to explain the evaluation of the usefulness of using Bank Sumut's mobile banking by using sentiment analysis to determine customer satisfaction with Bank Sumut's mobile banking. Based on the results of testing the sentiment of the North Sumatra mobile application via sentiwordnet from 200 review data, it was found that the North Sumatra mobile application still has several problems such as complaints about the application being slow to respond. Complaints were also submitted for device connection processes that experienced errors. So it can be concluded that users want their needs to be heard and improvements are made based on user feedback to evaluate the usability factors of mobile applications. Based on the test results, the sentiment level needs to be considered for evaluating usability factors because with the sentiment level it is possible to identify the shortcomings of a mobile application based on certain usability factors. So it can be concluded that Bank Sumut can take advantage of the sentiment of North Sumatra mobile application users to increase response times in handling complaints or identify improvements needed by users, such as ease of non-cash payment transactions. Based on the test results, it can be concluded that when conducting sentiment analysis to get the best evaluation results, it is best to use a support vector machine with an accuracy value of up to 80% to get better usability evaluation results.
THE INFLUENCE OF MOTIVATION AND SELF EFFICACY ON EMPLOYEE PERFORMANCE THROUGH WORK DISCIPLINE AS AN INTERVENING VARIABLE AT PT. PUPUT TANI INDEPENDENT Faisal Riza; Sukaria Sinulingga; Sugih Arto Pujangkoro
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 3 (2024): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i3.1672

Abstract

This research aims to find out how much influence motivation and self-efficacy have on employee performance through work discipline as an intervening variable at PT. Puput Tani Mandiri. The type of research is quantitative research. The population in this study were all employees of PT. Puput Tani Mandiri, totaling 80 people, the entire number will be used as a sample, so the sample in this study is 80 respondents. The method used is Structur Equation Modeling (SEM) with Partial Least Square (PLS) 3.0. Based on the research results, it can be concluded that there is a positive and significant influence of motivation on work discipline, there is a positive and significant influence of self-efficacy on work discipline, there is a positive and significant influence of motivation on employee performance, there is a positive and significant influence of self-efficacy on employee performance, there is an influence positive but not significant work discipline on employee performance, there is a positive but not significant influence of motivation on employee performance through work discipline and there is a positive but not significant influence of self-efficacy on employee performance through work discipline.
Co-Authors Ahmad Fitra Annevelin Naibaho Beby Karina Fawzeea Sembiring Cheptian Simamora Christy Ardelia Tarigan Dara Muthia Herda Endang Sulistya Rini Faisal Riza Finella Gilda Novia Sembiring Haposan Arthur Fransiskus Turnip Iqbal Habibie Iskandarini Mamfalutin Nazaruddin Petrus Lajor Ginting Retta Marina BR Siahaan Rosnani Ginting Rulianda Purnomo Wibowo Sukaria Sinulingga Syafrizal Helmi Situmorang Tiza Rahmadina