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THE INFLUENCE OF SERVICE TO CUSTOMER SATISFACTION IN DIRAJA HOTEL Nikmah, Wasilatun; Emita, Isyana; Boyratan, Asadul Usud
Journal of Research in Business, Economics, and Education Vol 1 No 2 (2019): December Edition
Publisher : STIE Kusuma Negara

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Service has a very important role in the industry that is engaged in services, including hotel lodging services. Attention to the interests of customers by looking at the needs and satisfaction of service is a major factor in business success amid increasingly fierce competition. Therefore, realizing the importance of the value of service quality in order to increase customer satisfaction makes the company have to develop good business and customer relationships. The study uses quantitative descriptive analysis, with observational methods, questionnaires and documentation to 100 respondents and the sampling technique uses incidental sampling, which is a sampling technique based on chance. Data processing using SPSS version 23.0. Based on the analysis and processing of data according to the calculation of the correlation coefficient, it is known that Service to Customer Satisfaction has a strong relationship that is 0.786 and according to the calculation formula the coefficient of determination can be seen that by 59.4% and the remaining 40.6% is influenced by other factors, then the regression effect namely Y = 23,438 + 0.462 X. This equation shows that the service is constant or 0, then Y (Customer Satisfaction) is 23,438. The regression coefficient of 0.462 states that each addition of 1 to service will increase customer satisfaction by 0.462. Where Y = Customer Satisfaction and X = Service.  

Penerapan Motivasi Kerja sebagai Ciri Kualitas Pegawai untuk Mendorong Kepuasan Masyarakat pada Kantor Pelayanan Kecamatan Bekasi Utara Kurniawan, Andrie; Utomo, Kurniawan Prambudi; Emita, Isyana
Jurnal Administrasi dan Kesekretarisan Vol 3, No 2 (2018): Jurnal Administrasi dan Kesekretarisan
Publisher : STIKS Tarakanita

The application of work motivation as a characteristic of employee quality to encourage community's satisfaction in Kecamatan Bekasi Utara is a research conducted to find out whether the bureaucratic service in this reform era still seems slow, convoluted and non-aligned to the community, given in this era of openness that society as the full sovereign holders through elections to determine the choice of leaders in the regions, and improve the performance of management to improve the service of satisfaction to the community as stakeholders of full power holders are entitled to good performance and favor the public, and civil servants as state employees are required to work wholeheartedly, able to motivate and continuously improve its performance to serve the people who have chosen and worked for it. This case study was conducted at North Bekasi Subdistrict office with research method of spreading questionnaires as much as 50 respondents during 3 months ie from October to December 2017 and this research resulted that employee motivation level need to be improved to improve service quality in order to increase public satisfaction.Penerapan motivasi kerja sebagai ciri kualitas pegawai untuk mendorong kepuasan masyarakat di Kecamatan Bekasi Utara merupakan sebuah penelitian Â yang dilakukan untuk mengetahui apakah layanan birokrasi di era reformasi ini masih terkesan lambat, berbelit dan tidak berpihak kepada masyarakat, mengingat di era keterbukaan ini bahwa masyarakat sebagai pemegang kedaulatan penuh melalui pemilihan umum untuk menentukan pilihan pemimpin di daerah, dan memperbaiki kinerja manajemen untuk meningkatkan layanan kepuasan kepada masyarakat sebagai stakeholder pemegang kekuasaan penuh berhak atas kinerja yang baik dan berpihak terhadap publik, dan para pegawai negeri sebagai pegawai Negara dituntut untuk bekerja sepenuh hati, mampu memotivasi dan terus menerus meningkatkan kinerjanya untuk mengabdi kepada rakyat yang telah memilih dan bekerja untuknya. Studi kasus ini dilakukan di kantor Kecamatan Bekasi Utara dengan metode penelitian penyebaran kuesioner sebanyak 50 responden selama 3 bulan yaitu dari bulan Oktober â€“Desember 2017 dan penelitian ini menghasilkan bahwa tingkat motivasi pegawai perlu ditingkatkan untuk meningkatkan kualitas pelayanan agar kepuasan masyarakat terus ditingkatkan.

THE INFLUENCE OF SERVICE TO CUSTOMER SATISFACTION IN DIRAJA HOTEL Wasilatun Nikmah; Isyana Emita; Asadul Usud Boyratan
Journal of Research in Business, Economics, and Education Vol. 1 No. 2 (2019): December
Publisher : Kusuma Negara Business School

Show Abstract | Download Original | Original Source | Check in Google Scholar

Service has a very important role in the industry that is engaged in services, including hotel lodging services. Attention to the interests of customers by looking at the needs and satisfaction of service is a major factor in business success amid increasingly fierce competition. Therefore, realizing the importance of the value of service quality in order to increase customer satisfaction makes the company have to develop good business and customer relationships. The study uses quantitative descriptive analysis, with observational methods, questionnaires and documentation to 100 respondents and the sampling technique uses incidental sampling, which is a sampling technique based on chance. Data processing using SPSS version 23.0. Based on the analysis and processing of data according to the calculation of the correlation coefficient, it is known that Service to Customer Satisfaction has a strong relationship that is 0.786 and according to the calculation formula the coefficient of determination can be seen that by 59.4% and the remaining 40.6% is influenced by other factors, then the regression effect namely Y = 23,438 + 0.462 X. This equation shows that the service is constant or 0, then Y (Customer Satisfaction) is 23,438. The regression coefficient of 0.462 states that each addition of 1 to service will increase customer satisfaction by 0.462. Where Y = Customer Satisfaction and X = Service.

The effect of motivation and commitment organization on employee performance: Case study of PT. PLN (PERSERO) Bantar Gebang, Bekasi Isyana Emita; Syamsudin; Otto Siregar
Journal of Economics and Business Letters Vol. 1 No. 4 (2021): December
Publisher : Privietlab

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Performance means that work will occur in terms of quality as well as quantity achieved by an employee in carrying out his duties following the responsibilities given to him. In building good performance, the factors that are claimed to be important are work motivation and work discipline. The purpose of this study is to determine and analyze the effects of work motivation and organizational commitment on the performance of employees of PT. PLN (Persero) Bantar Gebang, Bekasi. This study uses the HRM theory related to employee performance, work motivation, and organizational commitment. The research uses quantitative methods using an associative approach. The sample used in this study means that 35 people use a saturated sample. Data collection techniques used are interviews and questionnaires consisting of validity and reliability tests. The data analysis technique used is the Multiple Linear Regression Test, and the Classical Estimation Test consisting of normality, multicollinearity, heteroscedasticity tests. The hypothesis consists of the origin of the t-test, f test, and coefficient of determination. The results of this study share that the work motivation variable (XI) has a positive and significant effect on the performance of employees of PT. PLN (Persero) Bantar Gebang, Bekasi, as evidenced by the t arithmetic value for the motivation variable (X1) as much as 2.740 and the value in the 5% distribution as much as 2.034 then t-count 2.740 > t-table 2.034 and also the value is significantly smaller than 0.05 (0.001 <0.05), meaning that there is a significant influence between motivation on employee performance. The calculated F value is greater than the F table value, namely F arithmetic 22.229 > F table 3.28 and also the value is significantly smaller than 0.05, namely 0.000 < 0.05. This means that the variables of motivation and work discipline together (simultaneously) have a positive and significant influence on employee performance originating that there will be a t-test with a t-count of five,431 while t-table is 2,005 and has a significant number of 0.000 <0.05 Ho is rejected. From the result of testing the work discipline variable (X2), it indicates that discipline has a positive and significant effect on the performance of PDAM Tirtanadi employees, Tuasan Medan Branch, as evidenced by the results of the t-test using t-count as much as 3.473 while t-table is 2.005 and has a significant number of 0.001 <0.05 Ho rejected, where F-count 92.868 > 3.18 F-table. Furthermore, the value of R Square in the regression model is 0.582, or 58.2% of employee performance is explained by the variables of work motivation (XI) and organizational commitment (X2), and 41.5% is explained by other factors not examined.

The Influence of Giving Incentives to Employee Performance in PT. Adira Dinamika Multifinance Tangerang Isyana Emita; Dessy Suryani; Desriyani
Journal of Research in Business, Economics, and Education Vol. 2 No. 3 (2020): June
Publisher : Kusuma Negara Business School

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Incentives are one component of compensation. Providing incentives is given to motivate the workforce to improve employee performance. The purpose of this study was to determine the effect of providing incentives on employee performance at PT. Adira Dinamkia Multifinance Tangerang. The study uses quantitative descriptive analysis with methods of observation, documentation and questionnaires. The author in determining the sample using a saturated sample with the Slovin formula so that the results obtained were 37 respondents, the distribution of questionnaires using a Likert Scale. The data analysis technique uses correlation coefficient, determination coefficient, regression equation, then the authors process the data using SPSS application version 26. Based on the calculation of the correlation coefficient obtained by 0.671 where the amount of there is a strong relationship between providing incentives to employee performance at PT. Adira Dinamika Multifinance Tangerang. From the results of the calculation of the coefficient of determination can be seen that the provision of incentives affects employee performance by 45% and seen from the regression equation formed Y = 13,668 + 0.695 X this shows that there is a positive influence between giving incentives to employee performance. Then it is necessary to increase the provision of incentives to the maximum to improve employee performance.

Reward Dan Punishment Berpengaruh Terhadap Kualitas Kerja Pegawai Isyana Emita; Kurniawan Prambudi Utomo
JURNAL ADMINISTRASI KANTOR Vol 7 No 1 (2019): Jurnal Administrasi Kantor (Juni 2019)
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Universitas Bina Insani

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Abstrak: Konsep penyelarasan reward dan punishment sangatlah penting dan harus dijalankan secara bersamaan di kantor kelurahan Marga Mulya Bekasi Timur, penelitian ini dilakukan untuk mengetahui apakah layanan adminstrasi ditingkatan local ini berjalan baik atau masih tidak sesuai harapan, atau terkesan lambat, berbelit, mengiat ini merupakan tanggungjawab pemimpin didaerah, penelitian ini dilakukan dari bulan Januari–Maret 2018, dengan menggunakan metode kuantitatif adapun populasi yang digunakan dalam penelitian ini adalah seluruh pegawai sebanyak 90 pegawai, namun dalam penelitian ini yaitu seluruh pegawai yaitu sejumlah polulasi dengan menggunakan sample jenuh dengan mengolah data, dari penelitian ini dapat diketahui bahwa tingkat reward pegawai mampu mendorong berprestasi dengan nilai positif sebesar 62%, sedangkan punishment pegawai cenderung dihindari walaupun bernilai posistif sebesar 0.6% penelitian ini dapat disimpulkan bahwa reward dan punishment di kantor Kelurahan Marga Mulya Bekasi Timur telah berjalan sesuai harapan sehingga perlu dipertahankan guna menjaga kualitas pelayanan publik di Bekasi Timur. Kata kunci: Kualitas, punishment, reward. Abstract: The concept of alignment of reward and punishment is very important and must be carried out simultaneously at the Marga Mulya, East Bekasi urban office, this study was conducted to find out whether the administrative services at the local level are running well or not as expected, or seem slow, complicated, meaning this is the leader's responsibility in the area, this research was conducted from January to March 2018, using a quantitative method as for the population used in this study were all employees as many as 90 employees, but in this study all employees namely a number of pollulations using saturated samples by processing data, from research It can be seen that the employee reward level is able to encourage achievement with a positive value of 62%, while the punishment of employees tends to be avoided even though the positive value is 0.6%. This study can be concluded that reward and punishment in the North Bekasi District Office has been running as expected so it needs to be maintained in order to maintain the quality of public services in East Bekasi. Keyword: Quality, punishment, reward.

PENGARUH KOMPENSASI TERHADAP KINERJA KARYAWAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL INTERVENING PADA PT. FRISIAN FLAG Isyana Emita; Otto Siregar; Irwin Sukrisno Sugeng
Jurnal Ilmiah Multidisiplin Vol. 1 No. 06 (2022): November: Jurnal Ilmiah Multidisiplin
Publisher : Asosiasi Dosen Muda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56127/jukim.v1i06.439

Penelitian ini bertujuan untuk mengetahui pengaruh Kompensasi terhadap loyalitas Kinerka Karyawanmelalui kepuasan Kerja sebagai variabel mediasi pada PT. Frisian Flag. Jenis penelitian ini adalahexplanatory research yang menjelaskan hubungan kausal antara variabel-variabelnya melalui pengujianhipotesis. Sampel responden dalam penelitian diambil menggunakan teknik non-probability samplingdengan metode purposive sampling. Dalam penelitian ini, responden berjumlah 120 orang yang merupakankarywan bagian quality control. Uji instrumen penelitian meliputi uji outer model, uji inner model, dan ujihipotesis. Uji hipotesis langsung menggunakan t-test sedangkan hipotesis tidak langsung menggunakan ujisobel. Analisis ini menggunakan alat uji PLS dengan software Smart PLS 3.0. Hasil analisis yang didapatdalam penelitian ini adalah Kompensasi berpengaruh positif dan signifikan terhadap kepuasan karyawan,Kompensasi juga berpengaruh positif dan signifikan terhadap Kinerja karyawan, dan kepuasan kerjaberpengaruh positif dan signifikan terhadap kinerja karyawan. Sedangkan untuk pengaruh tidak langsungKompensasi terhadap Kinerja karyawn melalui kepuasan kerja menunjukan hasil yang positif dansignifikan. Hasil tersebut menunjukkan bahwa kepuasan kerja memiliki pengaruh yang signifikan dalammenjembatani Kompensasi terhadap Kinerja karyawan.

PERANCANGAN PROGRAM PENYEWAAN LAPANGAN BADMINTON BERBASIS WEB Bramana Syaputro Firdaus; Silvy Amelia; Ani Yoraeni; Isyana Emita - Universitas BSI
Indonesian Journal of Networking and Security (IJNS) Vol 11, No 3 (2022): IJNS September 2022
Publisher : APMMI - Asosiasi Profesi Multimedia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55181/ijns.v11i3.1812

Abstract - At the present time, all technology and information have developed very rapidly. For this reason, all human activities in accessing information or anything are so easy to do. Accessing any information is easy to get. With the increasingly modern technology, computer is a media that is needed in information processing and can produce effective and efficient work processes. This advantage is what makes information technology currently plays a role in many aspects of life. With the rapid development of this technology it is inevitable that the role of computerization in a company is very important. The sport chosen varies, but for now one of the sports that is gaining in popularity and is in great demand is badminton or badminton. Along with the progress of the era of badminton has become a trend to various ages ranging from children, adolescents to parents also love to play badminton. Badminton is a sport that is played indoors or indoors. But it is unfortunate that sometimes they are constrained by the time and schedule of field rentals which are places for them to play, namely the lack of information about when the field can be used. It's impossible for people to go here and there, checking every field to see when there is a schedule that can be used. Because it will waste time, cost and energy. Nowadays people prefer to enjoy fast and appropriate facilities which can provide benefits for themselves and for many people. The method proposed in the design of this program, namely the design of object-oriented information systems with the waterfall method using the PHP programming language (Hypertext Preprocessor). Keywords: Technology and Information, Field Lease Schedule, Badminton, Waterfall. Pada saat masa sekarang ini, semua teknologi dan informasi sudah berkembang sangat pesat. Untuk itu semua kegiatan manusia dalam mengakses informasi atau apapun begitu sangat mudah dikerjakan. Mengakses informasi apapun mudah didapat. Dengan semakin modernnya teknologi yang ada, komputer merupakan suatu media yang sangat dibutuhkan dalam pengolahan informasi serta dapat menghasilkan proses kerja yang efektif dan juga efisien. Keunggulan inilah yang menjadikan teknologi informasi saat ini banyak berperan dalam aspek kehidupan yang ada. Dengan semakin pesatnya perkembangan teknologi ini tidak dapat dihindarkan lagi bahwa peranan komputerisasi pada suatu perusahaan sangatlah penting. Olahraga yang dipilih bermacam-macam, tetapi untuk saat ini salah satu olahraga yang mulai popular dan banyak diminati adalah badminton atau bulu tangkis. Seiring dengan kemajuan zaman badminton pun menjadi trend ke berbagai usia mulai dari anak-anak, remaja sampai orangtua pun suka sekali bermain badminton. Olahraga badminton merupakan olahraga yang dimainkan didalam ruangan atau indoor. Tapi sangat disayangkan terkadang mereka terkendala oleh waktu dan jadwal sewa lapangan yang merupakan tempat untuk mereka bermain, yaitu kurangnya informasi mengenai kapan lapangan itu bisa dipakai. Tidak mungkin orang mau kesana kemari, mengecek setiap lapangan untuk melihat kapan ada jadwal yang bisa dipakai. Karena itu akan membuang waktu, biaya dan tenaga. Pada saat sekarang ini orang lebih ingin menikmati fasilitas yang cepat dan tepat dimana bisa memberikan keuntungan tersendiri bagi dirinya dan orang banyak. Metode yang diajukan dalam perancangan program ini, yaitu perancangan sistem informasi berorientasi objek dengan metode waterfall dengan menggunakan bahasa pemrograman PHP (Hypertext Preprocessor). Kata kunci: Teknologi dan Informasi, Jadwal Sewa Lapangan, Badminton, Waterfall.

The effect of professional competence and organizational culture on performance english teacher Isyana Emita; Syamsudin; Irwin Sukrisno Sugeng
Priviet Social Sciences Journal Vol. 1 No. 2 (2021): August
Publisher : Privietlab

Human resources (HR) in companies need to be managed professionally to realize a balance between the needs of teachers and the demands and abilities of professional organizations. The high performance of teachers will pave the way for organizations to achieve their goals, otherwise, low teacher performance will hinder the organization in achieving its goals. Professional competence is important because with professional competence every teacher will be willing to work hard and enthusiastically to achieve higher performance. An appropriate organizational culture can support the implementation of work so that teachers have the enthusiasm to work and improve performance. This study was conducted to determine the effect of professional competence and organizational culture on the performance of English teachers at Private Junior High Schools, Pondok Gede District - Bekasi. This study uses quantitative research methods to determine the sample with a saturated sample. The sample used was 40 respondents. Methods of data analysis in this study using multiple linear regression method. The result of this study is that motivation has a significant effect on teacher performance, with the value of t table > t arithmetic (2.450) > t-table (2.026). The organizational culture variable has a significant effect on teacher performance with a t-count value (2.537) > t table (2.026). Professional competence and organizational culture have a simultaneous effect on the work environment with a calculated F value > F table (10.086 > 3.252) and a sig value with a significant level of 0.000.

Kinerja Karyawan di PT Pos Indonesia Jakarta Timur Ditinjau Dari Motivasi dan Lingkungan Kerja dengan Kepuasan Kerja Sebagai Variabel Intervening Isyana Emita; Faif Yusuf; Sonny Fransisco
Ilmu Ekonomi Manajemen dan Akuntansi Vol 4, No 1 (2023): Jurnal Ilmu Ekonomi Manajemen dan Akuntansi
Publisher : Universitas Mohammad Husni Thamrin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37012/ileka.v4i1.1662

Tujuan dari penelitian ini adalah untuk memahami dan mengevaluasi dampak motivasi kerja dan lingkungan serta variabel intervening terhadap kinerja karyawan dan kepuasan kerja. untuk menentukan dan menguji apakah hubungan antara kinerja karyawan dan kepuasan kerja dan motivasi kerja dimediasi. Untuk mengkaji motivasi kerja, kepuasan kerja, kinerja, dan lingkungan kerja, penelitian ini menggunakan teori manajemen sumber daya manusia. Penelitian ini menggunakan metodologi penelitian kuantitatif. Seluruh 84 karyawan PT POS Indonesia di Jakarta Timur menjadi populasi survei ini. Menggunakan pendekatan sampel jenuh, 84 sampel karyawan digunakan dalam penyelidikan ini. Data primer dikumpulkan untuk penelitian ini melalui penyebaran kuesioner. Skala Likert adalah sistem pengukuran yang digunakan. Metode analisis data penelitian ini adalah kuantitatif dengan menggunakan teknik statistik. Partial Least Square (PLS) adalah teknik statistik yang digunakan. Hasil penelitian menunjukkan bahwa motivasi kerja berpengaruh positif dan signifikan terhadap kinerja karyawan, lingkungan kerja berpengaruh positif dan signifikan terhadap kepuasan kerja, motivasi tidak berpengaruh positif atau signifikan terhadap kepuasan kerja, kinerja berpengaruh positif dan signifikan terhadap kepuasan kerja, dan kepuasan kerja tidak mampu memediasi atau menjelaskan dampak motivasi kerja terhadap kinerja.

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