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All Journal PERFORMA : Media Ilmiah Teknik Industri
Fakhrina Fahma
Program Studi Sarjana Teknik Industri Universitas Sebelas Maret
Engineering Industrial & Manufacturing Engineering

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Peningkatan Pelayanan Jasa dengan Menggunakan Metode Servqual dan Metode Quality Function Deployment (Studi Kasus di Larissa Skin Care and Hair Treatment, Surakarta) Roni Zakaria R; Fakhrina Fahma; Sugesti Sri Linuwih
Performa: Media Ilmiah Teknik Industri Vol 6, No 2 (2007): PERFORMA Vol. 6, No. 2 September 2007
Publisher : Industrial Engineering Study Program, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (198.561 KB) | DOI: 10.20961/performa.6.2.12952

Abstract

Larissa Skin Care & Hair Treatment is one of service industry serving treatment of skin and hair which have the concept of ”Back to Nature”. by the using number of the same service industry in Surakarta and the awareness of costumers toward how important the quality is beauty clinique in Surakarta have to stunggle order to be able to give service in accordance with costumers needs and desines. To solve these challenges, research was done to observe ang to know what is exactly desires and needs of costumers in beauty clinique Larissa Surakarta. It used Servqual method is used to calculate the discrepancy between costumers preception and their hope. Quality Function Deployment is used as mean to evaluate quality of service given to costumers by arranging programs though house of quality. By combining those two methods of Quality Function Deployment method and Servqual method, hopefully it would improve performance better. The research resulted 3 variables which have positive gap so it could be said thet it had fulfilled the level of costumers desire. While the variables that couldn’t the fulfilled yet were focused on variables which have negative gap. Based on the house of quality, 5 variables werw choosed in priority scale to improve the quality of service, they are houlding towards costumers given by kapters, beautician, and doctors. beauty equipment used, recovery or the result of using Larissa treatment, how Larissa solve the probles or complains from costumers, and friendliness of staffs and doctors toward costumers.
Analisis Efektivitas Marketing Mix Provider Telekomunikasi Seluler Kartu Prabayar Bagi Mahasiswa Universitas Sebelas Maret Surakarta Roni Zakaria; Fakhrina Fahma; Fitri Nurgiyati
Performa: Media Ilmiah Teknik Industri Vol 6, No 1 (2007): PERFORMA Vol. 6, No. 1 Maret 2007
Publisher : Industrial Engineering Study Program, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (177.81 KB) | DOI: 10.20961/performa.6.1.12818

Abstract

Perkembangan telekomunikasi seluler kartu prabayar populasinya paling dominant yaitu 95 % dari44 juta jumlah pengguna seluler di Indonesia ( Kompas, 2006 ), membawa pengaruh positif bagi perkembangan provider telekomunikasi seluler. Provider kini bersaing lebih pada kualitas dan layanan. Marketing mix adalah kegiatan inti dari aktivitas pemasaran, yang terdiri dari produk, harga, promosi dan distribusi, oleh karena itu provider harus mempelajari perilaku konsumen untuk lebih memudahkan merencanakan strategi pemasarannya. Lingkungan akademik sebagai segmen yang potensial mendapatkan perhatian provider, bentuk nyatanya yaitu kerjasama Indosat dan Uiversitas Sebelas Maret Surakarta ( UNS ) untuk mendukung kegiatan mahasiswa dengan menggunakan fasilitas Value Added Short Message Service ( VASMS ).Fokus penelitian ini adalah pada mahasiswa UNS yang menggunakan kartu prabayar. Analisis faktor digunakan untuk mengurangi jumlah atribut menjadi faktor baru yang lebih sedikit dari atribut sebelumnya. Hasil optimal dari analisis ini adalah 16 faktor dari 55 atribut awal. Analisis deskriptif dari perilaku mahasiswa pengguna kartu prabayar menunjukkan SimPATI dan As ( produk Telkomsel) dianggap paling bagus dalam kualitas jaringan dan untuk kalangan highclass, namun tarif telepon masih dianggap terlalu mahal untuk kondisi keuangna mahasiswa dan nilai voucher yang kurang beragam. IM3 memiliki tarif SMS yang murah akan tetapi jaringannya sering mengalami gangguan dan Mentari memiliki tarif telepon yang murah. Brand awarness dari Indosat lewat jingle “ Punya Indosat “ sudah tercapai akan tetapi tidak untuk brand imagenya, karena kualitas jaringan yang diberikan oleh Indosat kepada konsumen tidak memuaskan. Excelcomindo dengan nilai paket pulsa yang masih kurang terjangkau oleh kalangan mahasiswa. Flexy and Fren sebagai seluler yang berteknologi CDMA dapat menggunakan gaya hidup sehat dalam iklannya karena efek radiasi yang lebih rendah pada penggunaan handphone. Hasil ini dapat digunakan provider untuk merencanakan strategi pemasaran.
Analisa Faktor-Faktor yang Mempengaruhi Konsumen dalam Keputusan Pembelian Mobil Toyota di Surakarta Roni Zakaria R; Fakhrina Fahma; Sujiyati -
Performa: Media Ilmiah Teknik Industri Vol 6, No 2 (2007): PERFORMA Vol. 6, No. 2 September 2007
Publisher : Industrial Engineering Study Program, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (181.189 KB) | DOI: 10.20961/performa.6.2.12942

Abstract

The aims of this study are: (1) To find out the influence of the culture, social, psychology and personal variables to the Toyota cars purchasing decision in Surakarta; (2) To find out the most dominant factor in influencing the Toyota-type car purchasing decision in Surakarta, so that it can be used as a consideration in making any policies in determining the marketing strategy.This study is carried out in Toyota Dealer Surakarta by using quantitative approach. The technique used in collecting data is questionnaire with 30 of sample. The analysis used is the multiple linear regression analysis. The result of this study are: (1) The contribution of the culture variable to the purchasing decision is shown by the unstandardized beta coefficient value of 0.234, which means that each increasing of culture variable will influence the purchasing decision of 0.234; (2) The contribution of the social variable to the purchasing decision is shown by the unstandradized beta coefficient value of 0.213, which means that each increasing of social variable will influence the purchasing decision of 0.213; (3) The contribution of psychology variable to the purchasing decision is shown by the unstandardized beta coefficient value of 0.164, which means that each increasing psychology variable will influence the purchasing decision of 0.164; (4) The contribution of personal variable to the purchasing decision is shown by the unstandardized beta coefficient value of 0.409, which means that each increasing personal variable will influence the purchasing decision of 0.409; and (5) The most dominant factor in influencing the purchasing decision is the personal variable, which is proved by the unstandardized beta coefficient value of 0.409, which is the highest value than of other variables.
Co-Authors Fitri Nurgiyati Roni Zakaria Roni Zakaria R Sri Linuwih Susetyo Wardhani, Sri Linuwih Susetyo Sujiyati -