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All Journal Jurnal Penelitian Ekonomi dan Bisnis Jurnal Transformatika Orbith : Majalah Ilmiah Pengembangan Rekayasa dan Sosial Jurnal EMT KITA Jesya (Jurnal Ekonomi dan Ekonomi Syariah) Jurnal Informatika dan Rekayasa Perangkat Lunak Abdimasku : Jurnal Pengabdian Masyarakat Dinamika El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Serat Acitya Jurnal Ekonomi dan Bisnis
Imam Nuryanto
Fakultas Ekonomi dan Bisnis
Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Health Professions Industrial & Manufacturing Engineering Library & Information Science Social Sciences

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Pendekatan QFD dalam Merancang Strategi Peningkatan Kualitas Pelayanan Coffeeshop Dirasa Semarang Saputra, Andika Ricky Edi; Usman, Usman; Farida, Ida; Nuryanto, Imam
Jurnal EMT KITA Vol 10 No 3 (2026): JULY 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v10i3.6230

Abstract

This study reveals that the service quality at Dirasa Kopi has not fully met customer expectations, as indicated by negative GAP values across all SERVQUAL dimensions. Reliability shows the largest gap, followed by Responsiveness, reflecting a misalignment between promised and delivered services as well as limitations in staff speed and responsiveness. Through Quality Function Deployment (QFD), these findings were translated into improvement priorities, in which staff training was identified as the primary strategy due to its direct influence on service consistency and delivery speed. Expansion of seating areas and additional menu variations serve as supporting measures to enhance customer comfort and overall experience. Thus, the results obtained confirm that improving staff competency is the most determining factor in closing the service quality gap at Dirasa Kopi. The results of this study are expected to serve as managerial guidance for Dirasa Kopi in improving service quality, strengthening service performance, and ultimately enhancing its competitive advantage to remain sustainable and gain customer loyalty.
Peran Artificial Intelligence dalam Meningkatkan Efektivitas Digital Marketing pada TikTok Shop di Semarang Wicaksono, Gesang Bagas; Farida, Ida; Wismantoro, Yohan; Nuryanto, Imam
Jurnal EMT KITA Vol 10 No 3 (2026): JULY 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v10i3.6251

Abstract

This study examines the role of Artificial Intelligence (AI) in enhancing customer satisfaction on TikTok Shop in Semarang, focusing on chatbot, content personalization, and usability. A quantitative survey of 125 TikTok Shop users was conducted and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results show that chatbot, content personalization, and usability have positive and significant effects on customer satisfaction, with chatbot as the most influential factor, followed by content personalization and usabilit. These findings highlight the importance of optimizing AI-based features, particularly chatbot performance, to improve service quality and customer satisfaction in social commerce platforms, and support the applicability of the Theory of Planned Behavior in AI-driven digital marketing contexts.
Gaya Kepemimpinan Transformasional Menjadi Faktor Dominan dalam Memengaruhi Kepuasan Kerja Pegawai PLN XYZ Ardyansyah, Wahyu Catur; Nuryanto, Imam; Astuti, Sih Darmi; Ulfa, Adilla Kustya
Jurnal EMT KITA Vol 10 No 4 (2026): OCTOBER 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v10i4.6776

Abstract

The primary objective of this research is to examine how deeply Transformational Leadership Style, Reward Provision, and Work Discipline shape the level of Job Satisfaction. To achieve this goal, a causal-comparative quantitative framework was employed as the methodological foundation of the study, with the aim of knowing the relationship between the causes and effects of each variable that is the object of research. Questionnaires were distributed directly to all PLN XYZ employees as the main instrument for gathering primary data, yielding 93 respondents whose responses were deemed valid and eligible for further analytical processing. The sample determination in this research was carried out by applying the census method, which means that all members of the population were fully involved as respondents in the research. The collected dataset was then examined through multiple linear regression analysis utilizing the SPSS software, which involved a comprehensive set of statistical procedures including multiple linear regression, t-test, f-test, and coefficient of determination. Three key conclusions emerged from the findings of this research transformational leadership style holds a positive and significant role in shaping the job satisfaction experienced by employees of PLN XYZ, the provision of rewards similarly carries a positive and significant role in elevating the job satisfaction of PLN XYZ employees, work discipline consistently demonstrates a positive and significant role in strengthening the job satisfaction felt by employees at PLN XYZ.
Analisis Tingkat Kepuasan Tenant dan Upaya Peningkatan Kualitas Layanan di Kawasan Ekonomi Khusus XYZ dengan Quality Function Deployment Mubarok, Abdul Faqih; Cahya, Handy Nur; Nuryanto, Imam; Damar, Haunan
Jurnal EMT KITA Vol 10 No 4 (2026): OCTOBER 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v10i4.6826

Abstract

This research is motivated by the mismatch between the quality of industrial area services and tenant expectations. The study aims to examine the level of tenant satisfaction and formulate service quality improvement priorities in the XYZ Special Economic Zone (SEZ) using the Service Quality (SERVQUAL) and Quality Function Deployment (QFD) approaches. The research sample consisted of 30 respondents from six active tenant companies using a quantitative survey method. The study was conducted through SERVQUAL gap measurements and needs mapping in the House of Quality (HOQ). The results showed that the level of satisfaction was in the fair to good category, but all attributes still had positive gaps. The largest gaps were found in fiber optic/internet services and area security (1.23), followed by cleanliness (1.23) and road infrastructure in the assurance dimension (1.20). The main technical priorities include improving facility reliability, evaluating infrastructure based on tenant needs, implementing predictive maintenance, and strengthening service SOPs. These findings provide an operational basis for SEZ managers in determining service improvement priorities in a measurable manner based on tenant needs.
Co-Authors A.A. Ketut Agung Cahyawan W Adilla Kustya Ulfa Aditya, Dhimas Aminah Rizkia Puspita Sari, Raden Ayu Andika, Arditya Dian Ardyansyah, Wahyu Catur Budi Widjajanto Caesar, Jovanda Cahya, Handy Nur Damar, Haunan Dian Andika, Arditya Ery Mintorini Febrianur Ibnu Fitroh Sukono Putra Fitriyani, Anggi Hariyadi, Guruh Taufan Ida Farida Jaka Prasetya Juli Ratnawati Kamila, Vera Rindiani Karis Widyatmoko karmila karmila Kurniawan, Diky Kurniawati, Marrizka Nurcahya Kusumaningrum, Lely Lewa, Andi Hallang Mertha Agung Durya, Ngurah Pandji Moch. Sjamsul Hidajat Mubarok, Abdul Faqih Neni Kurniawati Pandji Mertha Agung Durya, Ngurah Prawitasari, Dian Prihandono, Adi Puji Purwatiningsih, Aris Puspita Sari, Raden Ayu Aminah Rizkia Roymon Panjaitan Saputra, Andika Ricky Edi Sasono Wibowo Setiarso, Ichwan Setiawan, Aries Sih Darmi Astuti Suharnawi Suharnawi Usman Usman Wardhani, Kartika Dinda Kusuma Wicaksono, Gesang Bagas Wijaya, Michaela Pratiwi Yohan Wismantoro Yulita Setiawanta