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Effect of MCSQ and COSE on service recovery and its impact on customer satisfaction Rusandy, Deby Santyo; Astuti, Widji; Firdiansjah, Achmad
International Research Journal of Management, IT & Social Sciences Vol 5 No 2: March 2018
Publisher : IJCU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21744/irjmis.v5i2.653

This study aims to analyze the influence of MCSQ and COSE on service recovery; analyze the influence of MCSQ and COSE on customer satisfaction; analyze the effect of service recovery on customer satisfaction, and analyze the influence of MCSQ and COSE on customer satisfaction through service recovery. This research uses a quantitative method with a probabilistic character using structural equation modeling analysis. MCSQ and COSE affect service recovery. MCSQ and COSE affect customer satisfaction. Service recovery affects customer satisfaction. MCSQ and COSE affect customer satisfaction through service recovery. Service recovery mediates the influence of MCSQ and COSE on customer satisfaction.

Pengaruh Brand Image Terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan Pada Rumah Makan Titin Trenggalek Rusandy, Deby Santyo
Jurnal Riset Inspirasi Manajemen dan Kewirausahaan Vol 2, No 1 (2018): Jurnal Riset Inspirasi Manajemen dan Kewirausahaan
Publisher : Sekolah Tinggi Ilmu Manajemen Indonesia (STIMI) Banjarmasin

This study aims 1) To test and explain the effect of brand image on customer loyalty at TITIN Restaurant Trenggalek. 2) To test and explain the effect of brand image on customer satisfaction at TITIN Restaurant Trenggalek. 3) To test and explain the effect of customer satisfaction on customer loyalty at TITIN Restaurant Trenggalek and 4) To test and explain customer satisfaction mediation relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.Penelitian using eksplanasi research methods conducted through data collection in the field. The assumptions used in this study are the variables that can be measured by using the responses of respondents with questionnaires, TITIN Trenggalek Household consumer population, and samples of 100 respondents / consumers, data analysis using multiple linear regression statistic method, test sobel and hypothesis testing. Based on the results of research indicate that 1) Brand imagedapat improve customer loyalty at Restaurant TITIN Trenggalek.2) Brand imagedapat improve customer satisfaction at Restaurant TITIN Trenggalek. 3) customer satisfaction can increase customer loyalty at TITIN Restaurant Trenggalek and 4) Customer satisfaction mediate the relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.

Analisis Motivasi Kerja Dan Pemberian Insentif Terhadap Kinerja Tenaga Kesehatan Dimasa Pandemi Covid-19 (Studi Kasus Di Rs Toeloengredjo Pare Kediri) Karjito Karjito; Deby Santyo Rusandy
Otonomi Vol 22 No 1 (2022): Otonomi
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/otonomi.v22i1.2438

This study aims to determine the effect of work motivation, providing incentives on the performance of paramedics during the covid 19 pandemic. The research method was carried out by conducting surveys and with a quantitative approach. Data collection was done by distributing questionnaires to 75 respondents. Data analysis techniques were carried out through SPSS version 22.0 including regression analysis, coefficient of determination test, f test and hypothesis testing. The results of data analysis obtained the value of the coefficient of determination (R2) which was determined by R square of 0.502 (squaring of the correlation coefficient or R, ie 0.709 x 0.709 = 0.502) or equal to 50.2%, this value indicates that the relationship of the independent variable motivation, incentives with a performance dependent variable of 50.2%. While the rest (100% - 50.2% = 49.8%) is influenced by external variables. The results of the F test showed that the Fcount value was 36.301 with a significance level of 0.000 and for Fcount > Ftable (36.301 > 3.120) and the significance level was 0.000 <0.05. This shows that H0 is rejected and Ha is accepted, which means that the independent variable (free) namely Motivation and Incentives simultaneously or jointly has a positive and significant effect on the dependent variable (bound), namely Performance. Based on the results of hypothesis testing, it was found that the motivational variable had a significance value of 0.000 < 0.050. Meanwhile, the t-count value for motivation is 5.590, which is greater than the t-table, which is 1.993. So it can be concluded that H0 is rejected and Ha is accepted. This means that there is an influence of motivation on performance, while the incentive variable has a significance value of 0.804 > 0.050. Meanwhile, the value of t-count Incentive is 0.249, which is smaller than the t-table, which is 1.993. So it can be concluded that H0 is accepted and Ha is rejected. This means that there is no effect of incentives on performance.

Strategi Kepala Sekolah Dalam Pengembangan Kompetensi Profesi Guruuntuk Meningkatkan Mutu Pendidikan Di Smk Al-Huda Grogol Kediri Kiki Nawaki; Deby Santyo Rusandy
Otonomi Vol 22 No 1 (2022): Otonomi
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/otonomi.v22i1.2440

Mutu pendidikan masih menjadi persoalan utama dalam bidang pendidikan di Indonesia. Upaya ataupun cara peningkatan mutu pendidikan di Indonesia bisa dilakukan dengan cara memotivasi anak dengan bahasa yang komunikatif, peserta didik harus tekun belajar, metode pengajaran diubah sehingga proses pembelajaran tidak monoton mengakibatkan peserta didik jadi bosan di kelas. Dengan demikian kepala sekolah harus mempunyai strategi dalam meningkatkan mutu pendidikan yang ada di SMK Al-Huda Grogol Kediri tersebut. Peneliti memilih lembaga pendidikan ini dikarenakan : (1) Peneliti ingin mengetahui bahwasannya strategi guru yang profesional dalam meningkatkan mutu pendidikan di sekolah tersebut, (2) Kurangnya sarana dan prasarana yang belom mendukung adanya peningkatan mutu pendidikan. Berdasarkan dari latar belakang di atas, penulis tertarik untuk meneliti masalah tersebut dengan judul “Strategi Kepala Sekolah Dalam Pengembangan Kompetensi Profesional Guru Untuk Meningkatkan Mutu Pendidikan Di SMK AL-HUDA Grogol Kediri”. Fokus penelitian ini adalah: Bagaimana langkah-langkah strategi kepemimpinan Kepala Sekolah dalam mengembangkan kompetensi profesional guru untuk meningkatkan mutu pendidikan di SMK Al-Huda?, Bagaimana kendala yang dihadapi dalam mengembangkan kompetensi profesional guru untuk meningkatkan mutu pendidikan di SMK Al-Huda?, dan Bagaimana model pengembangan kompetensi profesional guru yang disarankan ke depan dalam meningkatkan mutu pendidikan di SMK Al-Huda?. Metode penelitian dalam peelitian ini adalah menggunakan metode kualitatif dengan segala prosedur dan metode pengumpulan serta pengolahan datanya. Hasil penelitian ini adalah: pertama Langkah-langkah strategi kepemimpinan Kepala Sekolah dalam mengembangkan kompetensi profesional guru untuk meningkatkan mutu pendidikan di SMK Al-Huda Grogol Kediri terbagi ke dalam dua kegiatan strategi, yang pertama strategi formal yaitu guru ditugaskan oleh lembaga mengikuti pendidikan & latihan, baik yg dilakukan lembaga sekolah itu sendiri maupun oleh lembaga pendidikan/pelatihan, karena tuntutan pekerjaan untuk saat ini atau masa datang seperti: diikutkan kursus, pelatihan guru, seminar dan program MGMP. dan strategi non formal yaitu guru atas keinginan dan usaha sendiri melatih dan mengembangkan dirinya yang berhubungan dengan pekerjaan atau jabatannya seperti: Kedisiplinan, diskusi dan memberi motivasi., kedua Ada beberapa kendala yang dihadapi dalam mengembangkan kompetensi profesional guru untuk meningkatkan mutu pendidikan di SMK Al-Huda Grogol Kediri kendala–kendalanya antara lain: kurang atau keterbatasan penguasaan IT di sekolah dan keterbatasan waktu, kurang kreatifitas guru dalam proses pembelajaran di kelas dan kurang banyaknya koleksi buku atau fasilitas sekolah, serta kurang adanya hasil karya ilmiah yang dibuat oleh guru-guru., ketiga Model pengembangan kompetensi profesional guru yang disarankan ke depan dalam meningkatkan mutu pendidikan di SMK Al-Huda Grogol Kediri salah satu model yang dapat digunakan untuk meningkatkan profesionalisme guru dalam menjalankan tugasnya yaitu melalui program in service training atau In service training karena program In service training dapat memotivasi guru untuk meningkatkan profesionalismenya secara kontinu pengetahuan, ketrampilan-ketrampilan dan sikap-sikap para guru dan tenaga-tenaga kependidikan.

Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pasien Rawat Inap Deby Santyo Rusandy
JMK (Jurnal Manajemen dan Kewirausahaan) Vol 1 No 3 (2016): September
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (692.077 KB)

Latar belakang penelitian adalah untuk mengetahui adakah pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan pasien rawat inap di RSUD Dr. Iskak Tulungagung baik secara parsial maupun secara simultan. Populasi adalah pasien rawat inap di RSUD Dr. Iskak Tulungagung. Jumlah sampel yang digunakan sebanyak 130 pasien rawat inap menggunakan metode accidental sampling dengan pendekatan random sampling. Metode pengumpulan data menggunakan kuesioner. Analisis data menggunakan analisis deskriptif presentase dan analisis regresi linear berganda. Berdasarkan uji t, pengaruh kualitas pelayanan terhadap kepuasan pasien rawat inap secara parsial diperoleh nilai 7,673, sedangkan pengaruh kepercayaan terhadap kepuasan pasien rawat inap secara parsial diperoleh nilai 6,973. Secara simultan pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan pasien rawat inap berdasarkan uji F diperoleh nilai 75,138. Hal yang perlu ditingkatkan dari aspek jaminan yang dinilai masih kurang. RSUD Iskak Tulungagung hendaknya menambah jumlah ruang rawat inap yang masih kurang dan memberikan pendidikan dan pelatihan secara berkala kepada perawat-perawat rumah sakit. Dari aspek indikator kemampuan, RSUD Dr. Iskak Tulungagung harus menyikapi dengan mengadakan ataupun menambah beberapa alat medis yang belum ada seperti alat cuci darah, alat cek darah dan cadangan darah.

Pengaruh Brand Image Terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan Pada Rumah Makan Titin Trenggalek Deby Santyo Rusandy
Jurnal Riset Inspirasi Manajemen dan Kewirausahaan Vol 2, No 1 (2018): Jurnal Riset Inspirasi Manajemen dan Kewirausahaan
Publisher : Sekolah Tinggi Ilmu Manajemen Indonesia (STIMI) Banjarmasin

This study aims 1) To test and explain the effect of brand image on customer loyalty at TITIN Restaurant Trenggalek. 2) To test and explain the effect of brand image on customer satisfaction at TITIN Restaurant Trenggalek. 3) To test and explain the effect of customer satisfaction on customer loyalty at TITIN Restaurant Trenggalek and 4) To test and explain customer satisfaction mediation relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.Penelitian using eksplanasi research methods conducted through data collection in the field. The assumptions used in this study are the variables that can be measured by using the responses of respondents with questionnaires, TITIN Trenggalek Household consumer population, and samples of 100 respondents / consumers, data analysis using multiple linear regression statistic method, test sobel and hypothesis testing. Based on the results of research indicate that 1) Brand imagedapat improve customer loyalty at Restaurant TITIN Trenggalek.2) Brand imagedapat improve customer satisfaction at Restaurant TITIN Trenggalek. 3) customer satisfaction can increase customer loyalty at TITIN Restaurant Trenggalek and 4) Customer satisfaction mediate the relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.

Analisa Pengaruh Penerapan Absensi Melalui Disiplin Kerja Sebagai Variabel Intervening Terhadap Kinerja Pegawai Penyuluh Keluarga Berencana (Studi Kasus Dinas P3APPKB Kabupaten Blitar) Aang Dwi Saputro; Arisyahidin Arisyahidin; Deby Satyo Rusandy
REVITALISASI : Jurnal Ilmu Manajemen Vol 12 No 1 (2023): REVITALISASI : Jurnal Ilmu Manajemen
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/revitalisasi.v12i1.3965

The purpose of this study was to determine the effect of implementing absenteeism on employee discipline and the performance of family planning extension workers at the P3APPKB Office of Blitar Regency partially, to determine the effect of work discipline on the performance of family planning extension officers at the P3APPKB Office of Blitar Regency and to determine the effect of implementing absenteeism through discipline. Work as an Intervening Variable on the Performance of Family Planning Extension Officers at the P3APPKB Office of Blitar Regency. The population in this study were all employees of the Blitar Regency P3APPKB Office, totaling 79 employees. Based on the calculation of the number of samples using the slovin formula, a sample of 66 respondents was obtained. The data analysis technique used in this research is SmartPLS-SEM. The results of the study show that 1) Absenteeism has an effect on the Discipline of Family Planning Extension Officers at the P3APPKB Office of Blitar Regency; 2) Absence does not affect the performance of Family Planning Extension Officers at the P3APPKB Office of Blitar Regency; 3) Work Discipline has an impact on the Performance of Family Planning Extension Officers at the P3APPKB Office of Blitar Regency; 4) Application of Absence through Work Discipline as an Intervening variable affects the Performance of Family Planning Extension Employees at the P3APPKB Office of Blitar Regency.

Analisis Insentif Finansial dan Insentif Non Finansial Terhadap Loyalitas Kerja Karyawan (Studi Pada PT. Anta Utama Kediri) A. Fikry Azizan; Deby Santyo Rusandy; Nisa Mutiara
REVITALISASI : Jurnal Ilmu Manajemen Vol 12 No 1 (2023): REVITALISASI : Jurnal Ilmu Manajemen
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/revitalisasi.v11i2.3281

PT Anta Utama is a ticket sales service company with experience in the fields of: Transportation, ticketing, travel documents, haj/umroh, and tourism tours. The purpose of this study is to explain whether incentives can increase employee loyalty, organizations are required to pay more attention to financial factors that affect them such as incentives and non-employee incentives. This research method is to use quantitative research and conducted at PT Anta Utama Kediri. The population in this study are all employees at PT. Anta Utama has 50 employees. The results in this study are that giving incentives is one of the company's ways or efforts to increase employee loyalty. The results of the study show that incentives and non-financial incentives simultaneously affect employee loyalty at PT Anta Utama Kediri Financial. Thus, the provision of incentives to employees shows that partially financial incentives affect employee loyalty at PT Anta Utama Kediri.

Pengaruh Keragaman Produk Dan Promosi Terhadap Keputusan Pembelian Pada CV. Jati Mulia Kauman Tulungagung Wilona Gatra Wedari; Deby Santyo Rusandy; Anita Sumelvia Dewi
Journal of Management and Social Sciences Vol. 2 No. 4 (2023): November : Journal of Management and Social Sciences
Publisher : Sekolah Tinggi Ilmu Administrasi Yappi Makassar Jl. Sumba no 46, Kota Makassar, Sulawesi Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimas.v2i4.647

The development and advancement of technology in the modern era has had a tremendous impact on efforts to create superiority in competition between companies. So companies are required to continue to improve their competitiveness so that they are not inferior to other companies. This research aims to determine and explain the results of the influence of product diversity and promotions on purchasing decisions at CV. Jati Mulia Kauman Tulungagung. The method used is quantitative descriptive. The sample for this research is consumers who have made purchases at CV. Jati Mulia Kauman Tulungagung as many as 50 consumers. The sampling technique uses accidental sampling. The data collection technique uses a questionnaire that has been tested for validity and reliability. The data analysis technique used is classic assumptions, multiple linear regression. The results of this research are that there is a positive and significant influence of product diversity on purchasing decisions with a significant value of 0.004 < 0.05. There is a positive and significant influence of promotion on purchasing decisions with a significant value of 0.000 <0.05. There is a simultaneous influence of product diversity and promotion on purchasing decisions with a significant value of 0.000 <0.05.

Manajemen Pengembangan Karir Aparatur Sipil Negara (Asn) Berbasis Sistem Merit Di Lingkungan Pemerintah Kabupaten Tulungagung Agus Setiawan; Arisyahidin Arisyahidin; Deby Santyo Rusandy
Otonomi Vol 23 No 2 (2023): Otonomi
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/otonomi.v23i2.4445

This research was done with the aim of knowing how the development management of the country's civil apartment (ASN) was based on a merit system in the government district's Tulungangung.Data source used in observation, library and interview. Using research method approach qualitative analysis, As for the results of this research, the application of the merit system in the Tulungagung district is good. It's proven that the four parts of the agency subjected in this study are almost all qualifications filled with appropriate educational settings. As for some qualified positions that are filled don't fit the educational background because of the appointment of ASN based on an old database.

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